01
Reduce appointment-line congestion
Handle booking, rescheduling and cancellation demand with callbacks, digital channels and self-service, so urgent clinical calls are not queued behind routine administration.
Healthcare & Care Services
When someone calls about their health, the call has to work
Health services carry contact volumes that spike without warning, sensitive information in every conversation, and clinical workflows that technology must fit around rather than dictate.
Our approach
Designed around clinical and administrative reality
Appointment lines, referrals, results, triage support and community programs all behave differently, and a single generic queue serves none of them well. We design routing and self-service around how your services actually operate, then integrate with the systems your teams already use.
Clinical safety and scope
We build the communications and integration layer. Clinical protocols, triage rules and care decisions remain yours — our role is to ensure the technology carries them reliably and records what it should.
Who we work with
Across the sector we support:
- Public and private hospitals
- Community and population health services
- Allied and specialist practices
- Aged care and disability providers
- Medical and employment support services
- Patient booking and referral teams
- Health advice and triage support lines
- Health insurers and claims teams
Key use cases
What we help healthcare organisations do
02
Reduce failure to attend
Use outbound reminders and confirmations across voice and messaging, giving patients a simple way to confirm, reschedule or cancel and release the appointment.
03
Protect sensitive information
Configure recording, retention, encryption, consent handling and role-based access to match your privacy obligations, including secure pause on payment or sensitive disclosure.
04
Support triage and escalation
Prioritise and route contacts by urgency and clinical skill, with warm transfer, on-call escalation and clear after-hours pathways to the right service.
05
Connect to patient and practice systems
Present the relevant patient or client record at the point of contact by integrating with patient administration, practice management and CRM platforms — subject to available APIs, consent and security controls.
06
Coordinate multi-site and community teams
Connect hospital sites, clinics, community services and mobile staff with Microsoft Teams calling, DECT coverage and reliable communications across every location.
Expected outcomes
What good looks like
- Shorter waits on appointment and enquiry lines
- Fewer missed appointments
- Urgent contacts prioritised appropriately
- Defensible handling of sensitive information
- Better visibility of demand by service
- Connected multi-site and mobile teams
Typical outcomes from engagements of this kind — not a guarantee. We will tell you what is realistic for your environment.
Relevant capabilities
What we bring
- Genesys Cloud contact centre
- Telstra Operator Connect and Microsoft Teams calling
- CRM and line-of-business integration
- Voice and digital self-service
- AI-enabled agent assistance
- Workforce engagement and interaction analytics
- Business continuity planning
- Managed service and technical support
MedHealth
A purpose-built collection of health, medical and employment brands providing direct and indirect support for people across Australia through a significant contact centre footprint.
Ready to talk about your service challenges?
Tell us about your priority use cases and technology environment, and we’ll give you our honest read on what will help.