The Care Continuum Partner: RelateCare's Clinical and Administrative Support for Modern Healthcare Systems

In the daily operations of America's hospitals and health systems, the gap between patient expectations and institutional capacity continues to widen. Callers face long hold times when seeking appointments. Clinical staff spend valuable hours on administrative tasks that could be performed by others. Patients discharged from the hospital return home with questions and concerns that go unaddressed until complications arise. These friction points erode patient satisfaction, waste clinical resources, and ultimately compromise outcomes. For healthcare leaders under pressure to improve access, enhance experience, and reduce costs, addressing these challenges requires capabilities that extend beyond traditional in-house operations.

RelateCare was born from a unique partnership designed to solve these exact problems. Founded as a joint venture between Cleveland Clinic, renowned for clinical excellence, and Rigneydolphin, a leader in contact center management, the company brings together world-class healthcare expertise with operational precision. Today, RelateCare serves as a strategic partner to some of the nation's largest health systems, including four of the top ten ranked hospitals in the United States. Its team of over 1,400 professionals across Ireland and the USA delivers a comprehensive suite of services encompassing patient access, revenue cycle support, care coordination, and clinical solutions, all governed by HIPAA and ISO 27001 security standards.

The company's revenue model is built on long-term outsourcing and managed service contracts that generate predictable, recurring income. Clients engage RelateCare to operate patient contact centers, manage appointment scheduling, provide post-discharge clinical follow-up, and support revenue cycle functions, paying monthly fees based on transaction volumes or dedicated staffing levels. With over 20 million appointments scheduled annually and client relationships spanning more than a decade with organizations like Stanford Children's Health, this model creates deep, stable revenue streams while aligning RelateCare's incentives with client performance metrics including patient satisfaction, access times, and financial outcomes.

The Cleveland Clinic Heritage as a Clinical Credibility Moat

RelateCare's origin story provides a competitive advantage that pure outsourcing firms cannot replicate. The joint venture with Cleveland Clinic embedded clinical excellence into the company's DNA from its founding, ensuring that its services are designed and delivered with genuine understanding of healthcare delivery rather than generic call center efficiency. When RelateCare's registered nurses conduct post-discharge follow-up calls, they operate under protocols informed by one of the world's leading clinical institutions. When its contact center agents schedule appointments, they understand the clinical urgency and workflow implications of their decisions. This clinical credibility enables RelateCare to command premium pricing and build trust with risk-averse health system leaders who cannot afford to entrust patient interactions to vendors lacking healthcare expertise.

The Clinical Integration Model for Value-Based Care Alignment

As healthcare reimbursement increasingly shifts toward value-based models that reward outcomes rather than volume, RelateCare's clinical solutions address a critical need. Its RN-led care coordination team updates patient electronic health records in real time, ensuring accurate documentation while freeing hospital staff to focus on direct patient care. Post-discharge call programs identify patients at risk of readmission, address medication questions, and ensure understanding of care plans, reducing costly hospital returns. These services directly impact the quality metrics and financial penalties that matter most to health systems under value-based contracts. For RelateCare, they generate revenue while creating measurable ROI for clients, a powerful combination that drives contract renewals and expansions. VNA Health Group's post-discharge program, operated by RelateCare, has demonstrated proven success in improving patient satisfaction and reducing readmissions.

The Scalable Workforce Model for Operational Flexibility

RelateCare has built a scalable workforce across multiple locations in Ireland and the United States that enables it to absorb client volume fluctuations and expand services rapidly. With over 1,400 employees operating across time zones, the company provides 24/7/365 coverage that would be prohibitively expensive for most health systems to staff internally. This scale creates significant barriers to entry for smaller competitors and enables RelateCare to serve large academic medical centers and children's hospitals with demanding service level requirements. The distributed workforce also provides business continuity advantages; when one location faces disruption, others can absorb workload seamlessly. For clients, this operational resilience is essential for mission-critical patient access functions.

The Technology-Enabled Service Delivery Platform

While human interaction remains central to patient experience, RelateCare augments its workforce with sophisticated technology platforms that enhance efficiency and quality. Its contact centers utilize best-in-class management tools that route calls intelligently, provide agents with real-time access to scheduling information, and capture data that drives continuous improvement. Robust security measures governed by HIPAA and ISO 27001 standards ensure that patient information remains protected across all interactions. This technology infrastructure enables RelateCare to handle over 20 million appointments annually while maintaining the personalized service that distinguishes it from purely automated alternatives. For clients, the combination of skilled professionals and enabling technology delivers outcomes that neither alone could achieve.

For health systems striving to deliver exceptional patient experiences while managing financial pressures and clinical workforce constraints, RelateCare offers a proven partnership model. Its unique heritage combining Cleveland Clinic's clinical expertise with operational excellence, its comprehensive service portfolio spanning the entire patient journey and its track record of long-term relationships with leading institutions demonstrate the value of its approach. In an era when healthcare organizations must do more with less while never compromising on quality or safety, RelateCare provides the specialized capabilities, scalable workforce, and clinical understanding that enable them to focus on what matters most: direct, face-to-face patient care.

Conor O'Byrne MBA, Group Chief Executive Officer

 "Care is in our name. We provide innovative consulting, administrative and clinical support solutions to our client partners, allowing them to concentrate on direct face-to-face patient care."