Communication Support Across the Transplant Continuum

Epic

documentation, Secure Chat, and In-Basket follow-up

End to end

referral through post-transplant follow-up

100%

of communications captured and managed

At a glance

A leading transplant program needed a better way to manage growing call volumes without compromising the level of care its patients expected. Although leadership was initially hesitant to outsource such a specialized function, STATLINX became an extension of the transplant team — providing communication support, documentation, and workflow management across every phase of care.

The challenge

A transplant journey is anything but simple. From initial referral through post-transplant follow-up, patients interact with multiple specialized teams, each responsible for a different phase of care. As the transplant program grew, so did the volume and complexity of incoming communications.

Patients, pharmacy technicians, dialysis social workers, physician offices, and specialty pharmacies all relied on the transplant team for timely assistance. Meanwhile, clinicians were balancing phone calls, electronic communications, medication requests, and in-person patient care.

The existing phone tree also proved inadequate. Rather than guiding callers to the appropriate resource, it often created unnecessary transfers and delays. For patients already navigating a complex and emotional healthcare journey, the organization wanted a communication experience that felt seamless, supportive, and personalized.

The solution

STATLINX partnered with the transplant program to provide dedicated communication support throughout the entire transplant continuum. Rather than functioning as a traditional answering service, our Patient Care Specialists learned the program’s specialized workflows, terminology, and clinical processes.

In addition to answering calls, our team

Confirmed transplant-related appointments with patients

Connected patients with the appropriate coordinator, navigator, or Patient Financial Services Representative based on their transplant phase

Guided prospective patients through the referral process

Supported evaluation-phase patients by scheduling appointments and coordinating with evaluation coordinators and navigators

Assisted post-transplant patients with medication refill requests and follow-up questions

Documented patient interactions directly in Epic

Communicated with clinical staff through Epic Secure Chat and In-Basket messaging

Identified urgent clinical concerns and escalated them to the appropriate transplant team

Routed pharmacy technicians, physician offices, specialty pharmacies, and dialysis social workers to the right resources

Connected patients with transplant social workers for transportation, lodging, and caregiver support

The results

STATLINX ensured every patient and partner communication was captured, documented, and managed appropriately, significantly reducing the administrative burden on the transplant team’s clinical staff.

Rather than dividing their attention between patient care and incoming communications, coordinators were able to focus on delivering high-quality clinical care while trusting that patient inquiries, medication requests, documentation, and follow-up tasks were handled accurately and consistently. Leadership’s initial concerns about outsourcing quickly evolved into confidence.

The impact

Exceptional transplant care depends on exceptional coordination. By embedding our team within the program’s daily workflows, STATLINX became more than a call center — we became part of the patient’s care experience.

Through comprehensive communication management, Epic documentation, clinical coordination, and compassionate patient support, STATLINX helped create a more seamless experience for patients and healthcare partners while protecting valuable clinical time. The result was improved operational efficiency, enhanced continuity of care, and a scalable support model that grew alongside the transplant program.

Leadership’s initial concerns about outsourcing quickly evolved into confidence.

Result summary