Contact Centre Services

Not every appointment can be booked with a click.

Complex medical appointments, referral-gated visits, and diagnostic imaging come with rules an online portal or app can't navigate. CHS's live Contact Centre handles the complex calls, so your team doesn't have to.

Referral received & verified with the GP

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Pre-test / prep requirements checked

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Right provider or technician matched

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Patient briefed on complex instructions

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Appointment confirmed & reminders sent

✕ None of the steps above can be completed by a patient in an online portal or app.

Why these calls need a human

Front-desk turnover, vacation coverage, and sick days make it costly to keep staff trained on booking rules that change by test, specialist, and patient. Here's what your team is really managing.

Referral-gated specialists

Cardiology, ophthalmology and similar consults can't be booked until a referral, and often pre-testing, is confirmed with the GP.

Complex diagnostic imaging

Every exam type carries its own prep: fasting, contrast, medication holds, instructions that shift patient to patient.

Sensitive accommodation needs

Technician gender preference, mobility, language, and anxious or older patients all call for a judgment call, not a form field.

A front desk role that never stops turning over

Recruiting and retraining staff on this knowledge, again and again, is a hidden annual cost most offices never total up.

Live

Trained agents, not a portal

Turnover cost to your office

Team that knows every protocol

Calculate what in-house booking is really costing you

Adjust the sliders to match your practice. This reflects the staff time and turnover costs currently going into booking complex appointments.

Complex appointment calls handled per week40

Average minutes per call (incl. verification & instructions)14

Hourly cost of current booking staff$24

Front-desk hires needed per year (turnover)2

Cost to recruit & train each new hire (*approximate)$2,200

*Job posting, onboarding hours, and lost productivity while new staff learn booking protocols.

Estimated Annual Value at Stake

$16,048

In staff time and turnover costs currently spent booking these appointments in-house.

9.3

Hours of staff time per week

$4,400

Spent on turnover & training per year

Let CHS's Contact Centre take these calls off your desk.

Trained agents who already know referral rules, prep instructions, and imaging protocols, with zero turnover cost to your practice.

Call us at 1.888.225.8310 ext. 3

Book a Discovery Call →

Estimate based on the figures entered above and is intended as a directional guide to the staff time and turnover costs associated with in-house booking of complex appointments. Actual results will vary by practice size, call volume, and appointment mix.