The Evolution of Patient Access

Rebuilding patient access when hiring is hardest

In this episode of Voices of Experience, host Dianne Keen speaks with Jack McBride, CEO at OnQ Global, about how patient access is evolving and what it takes to support patients when staffing is limited. Jack shares insights from more than a decade of building global call center operations and technology for radiology and revenue cycle leaders.

From OnQ’s start in Panama to teams now in Kenya and India, he explains how the company combines bilingual patient access experts with structured processes and purpose-built technology to support client practices. The conversation also explores why traditional staffing models are struggling, how outsourcing can focus on patient experience rather than just cost, and where AI and automation can help reduce repetitive work.