New York Healthcare Provider:
From Overloaded Phones to a Dedicated Admissions Team
4 Best
Profiles
Qualified presented
in 3 days
3 Team
Members
hired across admissions
and scheduling
Time-Zone
Alignment
Full Eastern business-day
coverage for patient calls
Employees
About 150 employees
Location
New York Metro Area
Industry
Healthcare
The Challenge
We needed people who could talk with an 85-year-old patient as patiently as a family member would
Director of Operations
Home-Based Care Provider in the New York Metro Area
As the provider expanded its patient base, inbound intake calls grew faster than the team that answered them. Every new patient meant a conversation: confirming personal and insurance details, explaining how home-based care works, and booking a first visit. Many callers were elderly patients or their families, so those conversations take time and care.
The operations team needed several full-time patient intake coordinators at once, with healthcare intake experience, excellent English with a very mild accent, and the patience to guide older patients through the process.
Hiring locally created real constraints.
- Filling several seats at once was slow in a high-cost labor market
- Candidates with both healthcare intake experience and the right demeanor were hard to find
- Clinical and administrative staff were pulled away from their own work to cover the phones
The Approach
The provider found Wow Remote Teams through an online search, seeking full-time Patient Intake Coordinators to support elderly U.S. patients. Wow presented four qualified profiles in three days, screened for healthcare experience and clear English. The provider selected two admission coordinators, who started within 2 to 3 weeks of the first call.
One coordinator from Colombia brought 3 to 5 years of U.S. patient intake experience. Working Eastern business hours, she handles inbound calls, demographic and insurance intake, first-visit scheduling, and CRM follow-ups.
The coordinators use the provider’s systems, report to the intake supervisor, and join daily huddles. Their responsibilities expanded to include incomplete referral follow-ups and onboarding new teammates.
The provider returned to Wow for additional support, adding a Scheduling & Logistics Coordinator and bringing its remote team to three professionals.
Wow has become our first call when we need to hire. They understand what our patients need, and the people they’ve sent us have become a real part of our team.
Director of Operations
Home-Based Care Provider in the New York Metro Area
The Outcome
The people you’ve sent us have become a real part of our team.
Director of Operations
Home-Based Care Provider in the New York Metro Area
The provider went from open intake seats and an overflowing phone queue to a dedicated admissions team.
Patients now reach a live person throughout the business day. Callbacks are handled by the people who own the intake queue, and clinical and administrative staff are no longer pulled off their own work to cover the phones.
Once a patient is booked, the scheduling and logistics coordinator keeps visit calendars and clinician schedules aligned, so the handoff from first call to first visit runs smoothly.
More importantly, older patients get a calm, unhurried first conversation, and intake records arrive complete and consistent for the clinical team.
Hiring also changed. Instead of a long local search for every open seat, the provider now has a repeat hiring channel it can turn to as its patient base grows.
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