Executive Summary
Patient Support Proposal
Comprehensive, enterprise-level outsourcing solutions across voice, digital, and technology
Topics We Will Cover
1
Executive Summary
2
The EGS Solution
3
EGS Conversational AI
4
Customer Success Stories
5
Implementation Overview
6
Next Steps
Executive Summary
Our Team
Steve Shefveland
Founder & CEO
  • Brings 34 years of domestic and international sales and operations expertise
  • Excels in patient support and contact center outsourcing for healthcare, telecom, education, legal, insurance, and SaaS
  • Leverages innovative technologies and strategies to drive revenue, boost customer satisfaction, and enhance employee retention
  • Positions EGS as an industry leader by delivering competitive advantages and outstanding results
Adrian Reynoso
Chief Operating Officer
  • Seasoned call center management expert supporting major financial, healthcare, and telephony institutions
  • Renowned for leadership, motivational skills, and technical telephony expertise
  • Builds high-performing teams and fosters superior customer service
  • Employs consultative coaching to ensure operational efficiency, continuous improvement, and alignment with client goals
Joe Meehan
Chief Revenue Officer
  • Has over 30 years of experience in customer engagement and sales across healthcare, technology, and telecommunications
  • Partners with C-suite executives to enhance customer and patient experiences while driving efficiency and reducing costs
  • Leads business development, manages a high-performing sales team, and collaborates on marketing initiatives
  • Implements tailored technology solutions to elevate EGS’s growth, brand visibility, and market impact
Ken Linger
Chief Technology Officer
  • Over 25 years of IT leadership and enterprise systems management experience in technology and call center sectors
  • Drives business system development, advanced technology migrations, and cost reduction strategies
  • Specializes in cloud architecture, IT security, infrastructure design, and project management
  • Ensures EGS remains at the forefront of innovation by delivering scalable, secure, and efficient solutions
Sandra Perez
Leadership & Development Manager
  • Key contributor to EGS’s success, ensuring seamless transitions and process improvements for clients
  • Excels in building strong relationships with both customers and internal teams
  • Leverages deep patient support operations knowledge to drive operational excellence
  • Delivers outstanding results through innovation, collaboration, and a commitment to continuous improvement
Maria Moreno
Operations Manager
  • Oversees flawless execution of projects and operational processes, maintaining high productivity and quality standards
  • Guides Project Managers to ensure compliance with HIPAA and other regulatory requirements
  • Drives operational excellence through meticulous planning, monitoring, and process optimization
  • Upholds the highest standards of security and privacy, guaranteeing exceptional results for EGS clients
Ampla Health Business Objectives
1
Enhance Operational Efficiency
Ampla Health seeks to enhance its operational efficiency and reduce costs by strategically outsourcing key support functions, including call center operations, referrals, billing, and IT help desk support.
2
Partner with Healthcare Expert
The organization is looking to partner with a provider experienced in the healthcare sector, with a proven record of boosting productivity and patient satisfaction.
3
Leverage Advanced Technology
By leveraging a vendor with advanced technology, AI integration, and compliance expertise, Ampla Health aims to streamline service delivery while adhering to HIPAA standards and safeguarding data security.
Our Proposal Includes
CCM & Appt Scheduling
Referrals
RCM & Billing
60,000
Calls/Month
9,000 - 10,000
Calls/Month
32,500-35,000
Encounters/Month
IT Help Desk Support
Provide 24/7 IT support with certified professionals to swiftly resolve technical issues and maintain seamless operations.
Telephony Platform
Offer a robust telephony system that manages high call volumes with advanced routing, recording, and integration capabilities.
Pricing Structure
Per full-time equivalent (FTE), with potential volume discounts for increased scalability.
Cost-effective Solutions
Provided from EGS's operations in Mexico, ensuring significant savings and efficiency improvements.
AI Strategy & Expertise
EGS delivers unparalleled AI strategy and expertise, empowering businesses to harness artificial intelligence for strategic advantage and operational innovation.
Conversational AI-implementation
EGS specializes in conversational AI implementation, deploying intelligent voice and chat agents that enhance customer interactions and streamline business processes.
Proposal Next Steps
1
Transition Timeline and Bid Evaluation
With an estimated 90-120 days for a full transition, Ampla Health's board will consider multiple bids, carefully evaluating the local employment impact and overall benefits.
2
Data Security and HIPAA Compliance
As part of the decision-making process, discussions around data security and HIPAA compliance are scheduled with Ampla Health's security team, particularly given the potential shift from their current ShoreTel phone system and after-hours answering service.
3
Enhancing Patient Care through Outsourcing Partnership
This initiative is expected to strengthen Ampla Health's focus on delivering high-quality care to the community, while optimizing support services through a reliable outsourcing partnership.
The EGS Solution
Why Partner with EGS
Enhanced Patient Satisfaction Levels
Faster response times, consistent communication, readily available agents for patient needs.
Operational Efficiencies
Reduced workload for Ampla staff, enabling you to focus on patient care.
Cost Savings
Scalable and efficient contact center solutions that deliver value without compromising quality.
Reliable Expertise
A trusted partner with deep knowledge of healthcare compliance requirements and best practices.
Bringing Community Health into the AI Age
World class AI built on the foundation of the best natural language conversational models. Highly secure. Simple to use. Easy to deploy. Drive revenues. Lower costs and take your organization to the next level.
EGS Capabilities
Appointment Setting & Call Center Management
  • Increased patient show rates and reduced no-shows through proactive reminders.
  • Lower call abandonment and wait times, improving patient satisfaction.
  • Centralized call management boosts efficiency, productivity, and cost savings.
End-to-End Referral Process Management
  • Faster referral completion, improving patient access to timely care.
  • Enhanced tracking and follow-up, ensuring continuity of care and reduce administrative strain.
Medical Records Call Management
  • Efficient handling of medical records requests, reducing turnaround times and improving compliance.
  • Seamless coordination and follow-up, ensuring accurate documentation.
Revenue Cycle & Billing Support
  • Increased collections and reduced claim denials, strengthening financial stability.
  • Improved cash flow through efficient claims processing and follow-up on payments.
IT Help Desk & Tech Support
  • Reduced downtime with responsive 24/7 IT support, ensuring seamless operations.
  • Data integrity and robust security protocols.
Robust Technology that helps you Further your FQHC Goals
  • More revenue, lower costs and a better patient experience (CX).
  • Less stress and anxiety due to technology that is managing processes the right way, every time.
EGS Conversational AI
Many say they do "AI"
But under the hood…
They are just glorified IVR Systems
📞 (602) 638-3506
Ampla's General Scheduling AI-Voice Agent
*Trained on limited data (web scrape). Agent will be more refined after ingesting Ampla's call recording data.
THE PROBLEM
Adoption Challenges
Enterprises are increasingly implementing AI systems to emulate top performers, enhancing customer experiences and reducing costs. However, keeping pace with rapid AI advancements remains a significant obstacle.
Implementation Hurdles
Deploying safe, reliable, and high-performing AI systems requires specialized domain expertise and skilled talent to ensure successful integration.
Designing Errors
Creating AI voice agents often involves manual prompt coding and trial-and-error, leading to unpredictability. Without real-world examples, agents struggle to understand patterns and instructions, especially when integrating with existing business logic and workflows, increasing error risks.
Testing Inefficiencies
Current AI agent testing relies on unstructured, manual methods, offering limited insight into errors like hallucinations or conversational breakdowns. Replicating linguistic nuances is challenging, making systematic detection and resolution difficult.
Customer Dissatisfaction
Failures in AI voice agents and inadequate fallback mechanisms result in frustrating customer experiences. High failure rates lead to poor handoffs to human representatives, requiring customers to repeat information and diminishing trust and credibility.
The EGS AI Solution
1
Comprehensive Strategic Planning
EGS extends your team by offering comprehensive strategic planning for AI voice systems.
2
Personalized Implementation
We provide premium, personalized service and software for implementing AI voice systems.
3
In-depth Understanding
We invest time to thoroughly understand the intricacies of your business objectives and processes.
4
Optimal Performance
Our AI deployments achieve optimal uptime, accuracy, and performance.
Our AI Features
Zero-shot Set-up
AI-agents created and trained through demonstration calls or previous recordings for quick set-up and stylistic capture.
Human-like Voice Agents
Features include proprietary turn-taking models, interruptibility, low latency, and lifelike voice cloning.
24/7 Availability
AI agents are available around the clock to provide consistent customer & sales support.
Omnichannel Support
Seamless communication across multiple platforms such as phone, SMS, email, and social media.
Multilingual Capabilities
AI agents proficient in multiple languages to cater to diverse customer demographics.
In/outbound Use Cases
AI agents can be deployed for inbound inquiries or outbound initiatives through a lead list.
Human-in-the-Loop Support
100% coverage for conversations where AI agents fall short, with on-demand, graduate-level AI trainers.
Automatic Self-Learning
After every HITL call becomes another data for our training set for auto maintenance and self-learning. In short, our AI-agents automatically improve over time without lifting a finger.
How it Works
1
Demonstration-Driven Training
Simply record or simulate calls with your top performers. Our AI learns the best pitches, responses, and processes, drastically cutting time to production.
2
Automated Voice Simulation Testing
Before going live, we simulate thousands of calls with our AI voice agent and measure performance via advanced language models—saving time and preventing real-world failures.
3
Adaptive Turn-Taking from Dual-Channel Data
By training on two-channel recordings, we capture both sides of a conversation. Our AI can politely interrupt or shift topics dynamically, emulating a true human call flow.
4
Automated Reinforcement Learning (RL) from Historical Calls
EGS Global’s platform continuously fine-tunes from past call data to adapt quickly, reduce errors, and improve conversion rates without expensive manual oversight.
5
Human Oversight & Continuous Improvement
Skilled trainers step in whenever needed, refining the system to accommodate changing regulations, product lines, and best practices.
Our Unique Differentiator
Existing Solutions (Manual)
1
Agent Creation
2
Knowledge Base
3
Prompt Engineering
4
Workflows
5
QA Testing
6
Production
12-18
months to reach production
20-30%
failure rate
EGS Solution (Auto)
1
Demo Calls/Recordings
2
Automated Agent Creation
3
Simulations
4
Testing / Self-Learning
5
Production
6
Human-in-the-loop Fall back
3-6
months to reach production
100%
coverage
How We Compare
We Deliver Results - Customer Success Stories
Golden Valley Health Centers
"Within six months of outsourcing 100% of our call center (120 FTEs), EGS maximized our provider appointments and reduced our no-show rates by almost 12%."
David Quackenbush, CEO Golden Valley Health Centers, Merced, California - September 2024
Kaweah Health
"Working with EGS has greatly improved our call center. They have helped reduce hold times, making it easier for patients to get the help they need quickly. EGS ensures calls are handled with care and professionalism, providing world-class service that leaves patients feeling supported and valued. Their teamwork and dedication have strengthened our processes, making patient interactions smoother and more efficient."
Lily Gonzalez, Patient Navigation Manager Kaweah Health, Visalia, California - November 2024
Second Nature
"EGS has been instrumental to our team's growth and success as we launch new business initiatives. They have consistently demonstrated a strong commitment to our objectives, approaching each collaboration with enthusiasm and a deep understanding of our needs. The level of effort and dedication displayed by the EGS team is unparalleled, and their partnership has been invaluable in helping us achieve our goals."
Arielle Hassan, Resident Support Manager Second Nature, Raleigh, NC - November 2024
Implementation Overview
EGS Implementation Strategy

SLA Completion

Service level agreement (SLA): terms and conditions, service levels, and confidentiality terms Review and agree on terms

Infrastructure Assessment

Assess client's existing infrastructure and technology requirements for seamless integration into your contact center. Identify potential gaps and discuss necessary upgrades or changes.

Agent Training & Staffing

Determine required number of agents, skill sets, and training needs. Recruit, train, and onboard agents to meet client's specifications.

Data Security & Compliance

Ensure contact center complies with all relevant data security and privacy regulations. Implement security measures and training to safeguard customer data.

Technology Setup

Set up the necessary technology infrastructure, including phone systems, CRM software, and other tools. Perform system tests and confirm technical functionality.

Scripts & Knowledge Base

Create customized call scripts and knowledge base resources to handle the client's specific inquiries and issues. IKB (knowledge base resources)/Guidelines for agent protocol

Performance Metrics & Reporting

Establish key performance indicators (KP|s) and reporting requirements. Implement reporting tools to monitor and share performance data with the client regularly.

Quality Assurance Procedures

Define quality assurance processes to ensure that interactions with customers meet the client's standards. Set up regular QA checks and calibration sessions. Set up scorecard aligned with client needs to measure progress.

Client Training & Handover

Client training on report access, performance monitoring and feedback process. Hand over all necessary documentation and credentials.

Ongoing Communication & Review

Weekly meetings to review performance, make improvements, and address any concerns or changes in requirements. Weekly reports to share stats, highlights of the week, QA stats, KP| indicators.

Emergency Protocols

Establish protocols for handling emergency situations or unexpected spikes in call volumes. Ensure that your team is well-prepared to respond effectively.

Continuous Improvement

EGS is committed to ongoing improvements in service quality and operational efficiency. We stay up to date on industry best practices and technology announcements.

Next Steps
Let's Lock Arms to Elevate Your Patient's Experience and Impact Your Bottom Line
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