Hi Friend,

What happens when patients cannot access care quickly? Trust breaks before treatment even begins.

And increasingly, so does compliance. Centers for Medicare and Medicaid Services (CMS) is now measuring healthcare organizations on customer service, appointment access, and language support. Meanwhile, Experian Health reports 64% of providers say staffing shortages are already reducing access. 

This month’s Market Pulse, by Angie Kronlage, explores why healthcare contact centers are now part of the infrastructure behind compliance, continuity of care, and patient trust.

Healthcare access is no longer judged only by efficiency.

It is measured by whether patients can reach care confidently and without friction.

Warm regards,

Gary Ash
Chief Revenue Officer, Working Solutions

Celebrating 30 years of trusted, onshore contact center excellence, proud to be the reigning BPO of the Year for 2025 and a 2026 finalist!

Here's a Sneak Peak

Angie Kronlage
Director of Program Management for Working Solutions

 Access Is Compliance 

Patients don’t separate access from care.

In this month’s Market Pulse, Angie Kronlage explains why healthcare contact centers are no longer just support functions. They are becoming critical infrastructure for compliance, continuity of care and patient trust.

Angie breaks down:

• Why access failures create operational risk
• How staffing pressure affects patient confidence
• Why surge readiness matters in regulated care
• What healthcare leaders should rethink now

If patients cannot reach care, your system is already failing.

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