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Healthcare call center outsourcing operates with a quite peculiar pulse. Whether medical professionals venture into private startups or join the board of public healthcare institutions, they quickly realize that expertise in wellness alone isn't enough. They must also provide a high-end customer experience to all patients/customers to achieve business development.
A recent PYMNTS report found that 39% of the interviewed Generation X consumers, 63% of millennials, and 56% of bridge millennials use a mix of in-person and digital healthcare options. In other words, the need for an omnichannel healthcare service is now a reality.
Healthcare call center outsourcing is a key element in this omnichannel CX movement. While call centers are only a tone of the business process outsourcing (BPO) color palette, the healthcare BPO market is projected to develop at a compound annual growth rate (CAGR) of 10.2% from 2022 to 2030, expected to reach USD 488.28 billion by 2030.
Helpware has been serving the healthcare industry for over eight years. By offering a lifeline to medical institutions, we have been able to escalate several businesses through efficient and precise healthcare administration.
For this reason, we wanted to share vital highlights of how medical call center companies work and present our own selection of the best inbound and outbound healthcare call centers in the current market.
What is a Healthcare Call Center?
In today's healthcare landscape, a wide array of medical services, from dispensing medicine-related information to facilitating direct consultations with specialists and handling insurance processing, demand swift and effective solutions for customers and patients alike.
Healthcare call center companies specialize in managing all phone inquiries related to specific medical needs. Equipped with a well-trained, typically outsourced team adept at addressing a spectrum of health-related queries, they also possess a rooted understanding of customer support protocols. This enables them to efficiently assess each situation and escalate urgent matters.
One thing to check before partnering with any healthcare call center is to make sure they already cleared their HIPAA security awareness training. The Health Insurance Portability and Accountability Act (HIPAA) certification is provided to employees of covered entities and business associates on the security regulations.
When healthcare organizations, both public and private, choose to upgrade their customer service, they prefer to combine call center assistance with other BPO-focused features, such as medical consultations, insurance verification, information dissemination, and data sharing.
Healthcare BPOs also open other digital channels besides phone calls, such as emails and chat sessions through advanced call center software. While the digital interface can not enable a physical patient examination, it does offer a more supportive role for providers, payers, and government agencies.
Benefits of Outsourcing Healthcare Call Center Solutions
Medical call center services offer a pathway to streamline operations, optimize resources, and elevate patient care standards. These CX-focused businesses can provide a pool of seasoned professionals with expertise in diverse domains such as medical billing, appointment scheduling, coding, customer service, and IT support.
Leveraging the specialized skills of these professionals allows medical practices to address operational challenges with precision and efficiency, thereby enhancing overall performance and service delivery.
Whether it's scheduling appointments, resolving billing inquiries, or navigating insurance procedures, patients benefit from efficient and empathetic interactions, fostering trust and loyalty towards the medical provider.
Here are some of the most relevant benefits of outsourcing a healthcare call center:
Access to specialized expertise
Healthcare call centers require a unique blend of clinical knowledge, customer service prowess, and technical proficiency. Outsourcing your call center to a seasoned provider grants you immediate access to a team of specialists who have honed their skills in the healthcare domain.
Improve patient experience
Patient satisfaction is a cornerstone of healthcare delivery, and outsourcing healthcare call centers can become a game-changer. These medical-specialized partners employ advanced call center technologies, rigorous training protocols, and customized workflows to ensure every patient interaction is smooth, personalized, and responsive to their needs.
Adoption of high-performing systems
Medical call center outsourcing companies invest heavily in cutting-edge call center infrastructure, including cloud-based platforms, intelligent call routing, and data analytics tools. By leveraging these state-of-the-art systems, healthcare organizations can modernize their operations, boost agent productivity, and unlock valuable insights to drive continuous improvement.
Mitigation of risks
Navigating the complex regulatory landscape of healthcare can be a daunting task. Outsourcing healthcare call centers allows you to offload the burden of compliance, data security, and risk management.
Strengthened data protection measures
Data privacy and security are critical concerns in the healthcare sector. Outsourcing tech-savvy agents allows your company to deploy robust data protection measures, including advanced encryption, secure data storage, and comprehensive backup and disaster recovery protocols.
Enhancement of patient health outcomes
Ultimately, the benefits of outsourcing healthcare call center services go back to the foundation of the company itself: taking care of patients. By streamlining access to care, enhancing patient engagement, and leveraging data-driven insights, outsourcing can help you identify and address patient needs more effectively.
Top 10 Medical Call Center Companies
While the criteria to outsource the most desirable healthcare call center services may differ among organizations, Clutch has created a list of the best medical call center companies & voice services for healthcare providers. Here are some mention-worthy examples:
1. Helpware
Overview
Helpware stands out as a global BPO partner renowned for its comprehensive suite of services, including top-notch inbound call center solutions. Specializing in multilingual support, Helpware tailors its offerings to meet the unique needs of each client. At the core of their approach lies a seamless blend of human expertise, empathy, and cutting-edge technology.
Best suited for
SMBs, startups, and enterprises seeking adaptable, tech-driven customer support and back-office solutions find an ideal ally in Helpware. Their services cater to diverse industries, including healthcare, finance, retail, and e-commerce, ensuring tailored support for organizations of all sizes.
Pros
- Multilingual expertise: With proficiency in over 25 languages, including rare ones like Georgian and Korean, Helpware offers unmatched linguistic support.
- Scalable solutions: Operating across four continents, Helpware taps into a vast talent pool, providing scalable solutions to meet evolving business needs.
- Advanced technology integration: Leveraging AI alongside human intelligence, Helpware ensures optimal outcomes through innovative technological solutions.
Cons
- Cost consideration: While Helpware’s offerings are robust, smaller businesses may find the pricing prohibitive.
Pricing
Helpware offers flexible pricing models to accommodate varied requirements. Clients can choose from pre-designed packages or customize their solutions by adding supplementary services as needed.
2. Martal Group
Overview
Martal Group is a top lead generation and sales agency servicing B2B companies. They help to scale companies by speeding the prospecting process and generating sales-qualified leads through high-performing international sales teams.
Best suited for
Martal Group's BPO solutions are well-suited for small to medium-sized businesses (SMBs), startups, and enterprises across various sectors, including information technology, advertising & marketing, automotive, business services, and healthcare companies that wish to boost their appointment-setting services.
Pros
- Mid & Senior-level B2B-focused: Highly experienced team members with a deep understanding of the B2B landscape.
- Experienced sales talent: Collaborative approach to identify and address client pain points
- Technologically & culturally adept: Commitment to continuous learning and skill development to stay ahead of industry trends
Cons
- B2B sales-oriented: While Martal Group's comprehensive call center services are very tech-savvy, the driven interactions may be more heavily focused on what matters the most for business growth: conversions.
Pricing
Martal Group offers four different tiers of pricing. These depend on the desired services or products: Outbound lead generation, inbound lead generation, sales & customer onboarding, and account management. It is possible to mix these services to provide a more complete solution.
3. Leadium
Overview
Leadium focuses on accelerating revenue cycle management by providing strategy, data, technology, and a qualified team to book more qualified opportunities. The brand relies on analytical outbound campaigns to deliver a revenue pipeline that benefits sales development teams
Best suited for
Leadium's solutions are well-suited for small businesses, midmarket, and scaling enterprises that offer outsourced services to several sectors, such as information technology, advertising & marketing, the medical industry, and financial services.
Pros
- Leaders in SQL appointment: Expertise in lead generation strategies to identify the most promising sales opportunities.
- Expertise in outbound sales: Skilled in leveraging various outreach channels, including phone, email, and social media.
- Low customer acquisition cost: Optimized marketing and sales strategies to maximize return on investment (ROI).
Cons
- Language limitations: While Leadium is able to cover eight different time zones, most of its touch-points are English-driven.
Pricing
Leadium prices are tailor-made. No available packages are on display.
4. SalesNash
Overview
SalesNash is a lead generation and appointment-setting company with a deep specialization in outbound pre-sales. They have deep industry knowledge of customer demand and precision in the world of sales and B2B lead generation.
Best suited for
The brand's solutions are focused on small businesses, midmarket, and scaling enterprises that offer outsourced services to several industries, such as information technology, healthcare, business services, and education.
Pros
- Advanced lead profiling: Comprehensive data gathering and segmentation to create detailed buyer personas.
- Professional call outreach: Excellent communication skills to nurture leads and guide them through the sales process.
- Dedicated assistants: Proactive communication and status updates to keep clients informed of progress.
Cons
- Small-sized in-house team: SalesNash, like many other BPOs, knows well how to select and outsource agents. That said, their inner team of experts is a bit small (50 people) when compared to other brands in the industry.
Pricing
They offer three different pricing options: Customized, standard team (from USD 3,750), and extended team (from USD 5,250).
5. CIENCE Technologies
Overview
CIENCE offers human-driven and machine-powered B2B software and lead generation services. The brand walks prospects through a personalized customer experience, resulting in more consistently set meetings.
Best suited for
They offer call center services, sales outsourcing, and advertising services to companies that go from small businesses to well-established organizations. CIENCE serves various industries, such as healthcare, information technology, business services, advertising & marketing, and financial services
Pros
- Multiple data-powered tools: Partners are granted access to a suite of advanced data analytics and lead intelligence tools (CIENCE GO Data, CIENCE GO Intent, etc.)
- SDR-Team-as-a-Service solution: Rigorous candidate screening and continuous training to ensure high-quality medical answering services.
- Integrations with other apps: Seamless adaptation with popular CRM, marketing automation, and sales enablement platforms.
Cons
- Limited time zones and languages: CIENCE Technologies has created multiple tools to address different situations. That said, they only cover five time zones and mostly deploy English-grounded touchpoints.
Pricing
Their pricing options vary depending on the hired service: GO Show, GO Platform, GO Platform + Services. They have a free sign-up, software license, and price-per-meeting alternatives.
6. Hit Rate Solutions
Overview
Hit Rate Solutions is an outsourcing brand that specializes in the US, Canada, UK, and Australian markets. They have established a solid foundation with clients all over the world who count on our knowledgeable staff to provide fast response times and high-quality customer service for many healthcare contact centers.
Best suited for
They mainly focus on midmarket ($10M - $1B) well-established companies, offering outsourced services for several industries including business services, consumer products & services, financial services, and manufacturing.
Pros
- Calls monitored and scored monthly: Actionable insights to optimize sales strategies and boost conversion rates.
- Well-trained associates: Professional call center agents to give potential and new clients the best experience possible.
- Cold calling services: Robust data-driven approach to maximize the effectiveness of cold calling campaigns
Cons
- Geographic limitations: Hit Rate Solutions is a Philippines-based outbound call center, which only allows a 24/7 service for clients in the USA, Australia, and Canada.
Pricing
Their pricing options vary depending on the hired service: Inbound call center, outbound call center, and virtual assistance services. They also have a starter package ($8/hr-80 hours) and an advanced package ($7.5/hr-160 hours).
7. Magellan Solutions
Overview
Magellan Solutions is an accredited call center services provider in the Philippines with many years of experience. They offer customer service outsourcing, inbound call center services, and BPO services for small and medium businesses globally.
Best suited for
The company focuses on helping SMEs expand and improve their BPO and call center operations. It is possible to get a price per call or packaged options depending on the client's needs and size.
Pros
- Virtual receptionist service: Customizable greetings and call routing to create a seamless customer experience.
- Telemarketing services: Experienced and well-trained telemarketing specialists who engage in outbound sales calls.
- Survey processing services: Efficient and accurate data collection through comprehensive survey processing.
Cons
- Smaller business oriented: Magellan Solutions is very focused on escalating small businesses, which could fall short for medium and bigger companies that are already well established.
Pricing
No available packages are on display.
8. MicroSourcing
Overview
MicroSourcing connects businesses of all sizes with quality, ready-to-work talent in the Philippines. They are mostly focused on the UK, Australia, and North American markets.
Best suited for
Offshore startups and small companies that wish to set up an overseas division for their companies, and get them to handle facilities, IT recruitment, and HR services.
Pros
- Build-your-own-team option: Flexible solution that allows clients to build their own customized team of sales representatives.
- Big-business infrastructure: Enterprise-grade technology, tools, and resources to support large-scale sales operations.
- Candidates ready for employment: Pre-screened and thoroughly vetted sales professionals ready to be deployed.
Cons
- Language barrier: As a fully-stacked Philippines BPO outsourcing provider, most of their touch points with clients are English-based, which closes the opportunity for other non-English speaking countries.
Pricing
No available packages are on display.
9. Calibrated Healthcare
Overview
Calibrated Healthcare provides healthcare administrative and clinical services that increase quality while reducing costs. Calibrated caters to Health Plans, Management Services Organizations (MSOs), Independent Physician Associations (IPAs), Third Party Administrators (TPAs), and at-risk Medical Groups.
Best suited for
Healthcare-based companies based in the US that require offshore staffing expertise in all BPO services, both transactional and clinical.
Pros
- Healthcare-focused: Tailored solutions that address the specific challenges faced by healthcare organizations.
- Not a one-size-fits-all approach: Ability to adapt and scale services as per the evolving needs of the business.
- 24/7 oversight: Dedicated teams providing round-the-clock monitoring and support.
Cons
- Healthcare administration only: While Calibrated offers a very medical-grounded set of services, this also narrows down their expertise for companies that are more conversion-oriented.
Pricing
No available packages are on display.
10. Alorica
Overview
Alorica is a well-established BPO company that provides outsourcing call center services worldwide. They equip passionate people who are trained in each specific business with efficient technology to enhance performance.
Best suited for
They serve companies of all sizes and industries that aim to boost their market expansion, digital optimization, or engagement rate.
Pros
- Content moderation: Experienced team of moderators trained to identify and address inappropriate or harmful content.
- Revenue generation: Optimization of monetization channels and implementation of effective revenue models.
- Contact center optimization: Analytical approach to identify areas to improve patient satisfaction and implement optimization measures in all CX areas.
Cons
- Generalized assistance: Alorica specializes in so many different industries (banking & financial services, communications, energy & utilities, healthcare, public sector, and many more) that they may fall short in personalizing certain CX-derived solutions.
Pricing
No available packages are on display.
Boost your CX Through Medical Call Center Outsourcing
Several compelling reasons underscore the decision of outsourcing a medical-savvy call center. Customer experience is a fundamental cornerstone for business development, and the wellness industry is accessing a higher level of consciousness around this topic.
While Helpware has collected a wide number of success stories derived from many digital-grounded industries over the years, we are firmly convinced that the healthcare BPO outsourcing market is only beginning to scratch the surface of how patients desire to be treated from now on.
Do you have any further questions about how we can ignite the customer experience for your patients/clients? Feel free to reach out our crew of BPO experts so we can walk you through our high-end CX process.
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