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Contact center operations for healthcare, evolved for patient-first service

Voice, digital channels, and patient inquiries operated inside one environment

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Patient communication: core to overall care

The contact center is often where patients decide whether the system is working for them or against them. Every touchpoint—from appointments and prior authorizations to billing and prescriptions—affects access, retention, and outcomes.

74% of physicians agree they have become increasingly overwhelmed by patient communication (2025 athenahealth Physician Sentiment Survey)

#01

Service interactions can determine whether a care plan moves forward

Communication failures show up later as missed appointments, abandoned treatment plans, and avoidable readmissions.

#02

What slows the patient down also slows the care team

Every minute an agent spends searching across systems for patient context is a minute the patient is waiting. The same dynamic affects clinical and administrative staff handling escalations, callbacks, and chart updates.

#03

Most patient interactions touch multiple systems before resolution

A scheduling question may draw on the EHR, the contact center platform, and the billing system inside the same call. A clinical trial support interaction may involve case management, pharmacy, and CRM. If those systems can't share context in real time, agents reconstruct it manually, and patients repeat themselves.

How we bring patient communication into one operating environment

For more than two decades, Bucher + Suter has built and operated contact center environments for healthcare organizations whose service work is closely tied to clinical, administrative, and pharmaceutical systems.

Integration with the systems your care teams already use

Cisco and Webex Contact Center integrate with the CRM and healthcare systems your teams rely on, including Salesforce, Microsoft Dynamics, ServiceNow, and Epic.

Result: Patient context moves with the interaction

Voice and digital channels operate from shared patient context

Phone, email, chat, messaging, and self-service work from one view of the patient and the case. A conversation that starts in one channel continues in another with the same context intact.

Result: Context carries across every channel the patient uses

Compliance built across voice and digital, designed as one capability

PHI protection, audit trails, recording, retention, and access controls operate consistently across voice and digital interactions. The same controls cover every channel the contact center supports.

Result: One control environment covers every channel

Modernization that gels with existing clinical and administrative workflows

Implementation proceeds in stages that fit your current clinical and administrative workflows. Each phase respects contractual obligations and the operational realities of running service while change is underway.

Result: Modernization moves forward while the operation keeps running

Customer Success Story: Driving Faster Patient Support

Mercalis: 95% faster average speed of answer across pharmaceutical patient support

Working with Bucher + Suter, Mercalis deployed b+s Connects to handle automatic routing based on caller phone number and open case status, real-time context sharing across agents during transfers, and a streamlined agent interface inside Salesforce. Frost & Sullivan documented the results:

• 95% decrease in avg. speed of answer
• 25% decrease in handle time in within the first year
• First-call resolution improvement across pharmaceutical support workflows

One environment for voice, digital, and your EHR.

Designed around your existing clinical and administrative workflows.