Liveops highlighted on Mar. 23 the growing need for robust insurance verification and care coordination services to support efficient patient scheduling in healthcare organizations.
This focus comes as providers face increasing challenges in managing patient access, with digital tools alone proving insufficient to meet all needs. According to Liveops, “When patient access breaks down, it usually doesn’t start in the exam room. It starts earlier, at the point of contact, when someone tries to book care, confirm coverage, or figure out what comes next. That’s why patient scheduling software can’t carry the full load on its own.” The company said that strong behind-the-scenes workflows are essential for keeping appointments accurate and connected to necessary follow-up steps.
Scheduling is now considered more than just calendar management; it has become a critical operational function that affects satisfaction for both patients and staff. Liveops stated that if patients are scheduled incorrectly or arrive without verified benefits, it can lead to wasted provider time and denied claims: “If a patient gets scheduled into the wrong slot, arrives without verified benefits, or misses an appointment because follow-up instructions weren’t clear, the result isn’t just inconvenience. It can lead to wasted provider time, delayed treatment, denied claims, and a frustrating experience that hurts trust from the start.”
The company pointed out recent data showing continued reliance on human support for appointment booking: “In a July 2025 Medical Group Management Association (MGMA) stat poll, 71% of medical groups said less than 25% of their patients use digital tools to self-schedule appointments,” indicating technology alone does not address all aspects of access.
Insurance verification is identified as one of the most common points where breakdowns occur if coverage is not fully validated before visits. Liveops noted industry research finding administrative tasks like checking insurance cost $90 billion annually but could yield $20 billion in savings through automation.
Language accessibility remains another challenge; many hospitals offer limited language options through portals—an issue affecting linguistically diverse populations who may then turn back to phone support for help with scheduling or understanding instructions.
Melissa Bernauer, Senior Director of Healthcare at Liveops said: “For providers and health systems…insurance verification services reduce financial and administrative friction. Care coordination services reduce confusion and drop-off. Patient scheduling software improves access and convenience.” She added that integrating these capabilities leads to better outcomes across operations.
Liveops offers scalable customer support solutions designed to reinforce insurance verification processes and care coordination alongside digital scheduling tools.
