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Healthcare Call Center Services As A Key Solution For Medical Businesses

Medical facilities worldwide hire individuals specifically for handling these tasks, as medical providers are often occupied with their primary responsibilities. Although these duties are not central to their core functions, they are crucial for seamless patient care. Accurate record-keeping is essential, and any oversight or error could result in problems for customers. This is where dedicated outsourcing companies come in.

They adhere to the fundamental concept of business process outsourcing (BPO) by delegating non-essential but significant tasks to a third party. Experienced healthcare call center services help customers to receive medical consultations,  information, and data sharing to meet their urgent needs. With a powerful team of professionals, your medical customer support operations can be handled with efficiency and expertise.

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EXCEPTIONAL CUSTOMER EXPERIENCE

Outsourced Call Center Solutions

Explore the diverse range of call center services that address your unique needs and drive business growth.

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outbound call center
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Patient support

Delivering exceptional service across all platforms, ensuring customer satisfaction, and fostering lasting relationships.

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Help desk support

Enhancing customer satisfaction by troubleshooting issues, and providing assistance promptly and effectively.

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Healthcare analytics and reporting

Using data analysis and visualization tools to gain insights into healthcare operations and outcomes.

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Patient care coordination

Organizing and streamlining interaction among various healthcare providers and patients.

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Medical appointment scheduling

Coordinating and managing medical appointments, helping you stay focused on what matters most.

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Telemedicine support services

Offering remote medical advice to patients through technology-enabled communication channels.

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Telemarketing

Increasing revenue and enhancing brand awareness by promoting products or services.

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Lead generation

Applying various strategies and activities to identify, attract, and engage potential customers for a business.

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Surveys and market research

Collecting, analyzing, and interpreting data to gain insights into a target audience and consumer behavior.

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Customer retention

Strengthening customer loyalty by engaging with your existing clientele and ensuring their needs are met.

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Cold calling

Broadening customer base by reaching out to potential clients and showcasing your products effectively.

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Customer care

Delivering exceptional customer experiences by providing prompt solutions, and maintaining a positive brand image.

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BENEFITS

Enhance Your Company Success With Healthcare Call Center Best Practices

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Lowered Business Expenses

In any business, staff costs make up a significant portion of total expenses, including salaries, onboarding and continuing education, medical benefits, office space, and other perks for employees. However, with healthcare call center best practices and trained agents, you will reduce overhead costs associated with in-house staff. This approach can also lower utility bills and maintenance costs because managing calls internally require an elaborate internal network and equipment to handle constant inbound and outbound calls, which outsourcing to answering services can minimize.

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Improved Patient Care with Healthcare Call Center Outsourcing

When people need to contact the hospital for any emergency or schedule appointments, they dial phone numbers to connect with the medical center. To deliver the best possible experience for distressed customers, it is crucial to have a dedicated team of agents available. With healthcare call center outsourcing, you can ensure that your patients receive empathetic and caring service from representatives who are trained to handle a range of customer needs. Agents in contact centers are closely monitored and possess the expertise to provide knowledgeable advice when it matters.

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Improved Workforce and Project Management

Medical centers face challenges in managing demand fluctuations based on factors such as unique medical offerings, current events, and external conditions. These challenges can make it difficult to scale the workforce and promote the efficiency of in-house staff. Directing incoming calls to doctors, insurance officers, and management in a coordinated manner improves workforce utilization and resource management, essential for quality care. Healthcare call center solutions can help achieve well-coordinated customer communication and minimize the need for patients to be put on hold.

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CALL CENTER IN NUMBERS

Game-Changing Data for Your Call Center Success

Our commitment to providing exceptional service and nurturing a positive work environment for our employees creates a powerful synergy that drives your business toward success.

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4,7

Glassdoor score Top 1% of BPO companies

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2,8%

Monthly attrition rate

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83%

ESAT

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90%

CSAT

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OUR CLIENTS SPEAK VOLUMES

Client Reviews

Get inspired by feedback from our delighted clients who have reaped the benefits of our top-notch call center services. 

 
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PARTNERS IN SUCCESS

Our Clients

MASTER THE METRICS

The Top Call Center Metrics You Need to Track

  • CSAT (Customer Satisfaction Score)
  • ACR (Abandoned Call Rate)
  • FCR (First Call Resolution)
  • AHT (Average Handle Time)
  • ATR (Agent Turnover Rate)
  • POCB (Percentage of Calls Blocked)
  • OR (Occupancy Rate)
  • AWT (Average Waiting Time)

See more metrics

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Ready to Enhance Your Customer Support?

3 Tips to Start Partnering with Healthcare Call Center Outsourcing Companies

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#2 Healthcare call center benchmarks: quality assurance for smooth operation

Reliable contact center providers are crucial to healthcare businesses, requiring thorough research. Providers should record all calls and provide client testimonials. It's essential to note the length of partnerships and reasons for cancellations. Monitoring the provider's activity after signing a contract is equally important. This requires an analytics system to track healthcare call center benchmarks such as call volume and its average length, which can be done through software. Comparing these metrics over time can help assess service quality and identify areas for improvement.

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#3 Healthcare call center software as the central component of a contemporary contact service

Modern software processes patient requests through multiple channels (email, chat, calls), tracks service history, and calculates costs. Moreover, it offers analytical data and contributes to digital transformation, providing companies with a competitive edge. New healthcare call center software, like cloud computing and omnichannel access, has made contact centers more user-friendly and accessible. This has led to higher customer satisfaction levels. Furthermore, integrating AI and machine learning can enhance capabilities, improving customer care and support services even further.

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#1 Check if the contact center outsourcing company's competencies comply with HIPAA

HIPAA compliance is crucial for the partnership to ensure the security of clients' sensitive information. When choosing healthcare call center outsourcing companies, offering strong security protocols is essential in today's world, where keeping private data accessible yet secure is challenging. Many medical organizations opt for HIPAA-compliant contact center software to avoid outsourcing answering services' related risks. Our company offers complete control of the patient experience and staff support across various channels like in-app chat, video, or voice calls.

text Determine

#2 Healthcare call center benchmarks: quality assurance for smooth operation

Reliable contact center providers are crucial to healthcare businesses, requiring thorough research. Providers should record all calls and provide client testimonials. It's essential to note the length of partnerships and reasons for cancellations. Monitoring the provider's activity after signing a contract is equally important. This requires an analytics system to track healthcare call center benchmarks such as call volume and its average length, which can be done through software. Comparing these metrics over time can help assess service quality and identify areas for improvement.

text Develop

#3 Healthcare call center software as the central component of a contemporary contact service

Modern software processes patient requests through multiple channels (email, chat, calls), tracks service history, and calculates costs. Moreover, it offers analytical data and contributes to digital transformation, providing companies with a competitive edge. New healthcare call center software, like cloud computing and omnichannel access, has made contact centers more user-friendly and accessible. This has led to higher customer satisfaction levels. Furthermore, integrating AI and machine learning can enhance capabilities, improving customer care and support services even further.

text Monitor(1)

#1 Check if the contact center outsourcing company's competencies comply with HIPAA

HIPAA compliance is crucial for the partnership to ensure the security of clients' sensitive information. When choosing healthcare call center outsourcing companies, offering strong security protocols is essential in today's world, where keeping private data accessible yet secure is challenging. Many medical organizations opt for HIPAA-compliant contact center software to avoid outsourcing answering services' related risks. Our company offers complete control of the patient experience and staff support across various channels like in-app chat, video, or voice calls.

text Determine

#2 Healthcare call center benchmarks: quality assurance for smooth operation

Reliable contact center providers are crucial to healthcare businesses, requiring thorough research. Providers should record all calls and provide client testimonials. It's essential to note the length of partnerships and reasons for cancellations. Monitoring the provider's activity after signing a contract is equally important. This requires an analytics system to track healthcare call center benchmarks such as call volume and its average length, which can be done through software. Comparing these metrics over time can help assess service quality and identify areas for improvement.

text Develop

#3 Healthcare call center software as the central component of a contemporary contact service

Modern software processes patient requests through multiple channels (email, chat, calls), tracks service history, and calculates costs. Moreover, it offers analytical data and contributes to digital transformation, providing companies with a competitive edge. New healthcare call center software, like cloud computing and omnichannel access, has made contact centers more user-friendly and accessible. This has led to higher customer satisfaction levels. Furthermore, integrating AI and machine learning can enhance capabilities, improving customer care and support services even further.

text Monitor(1)

#1 Check if the contact center outsourcing company's competencies comply with HIPAA

HIPAA compliance is crucial for the partnership to ensure the security of clients' sensitive information. When choosing healthcare call center outsourcing companies, offering strong security protocols is essential in today's world, where keeping private data accessible yet secure is challenging. Many medical organizations opt for HIPAA-compliant contact center software to avoid outsourcing answering services' related risks. Our company offers complete control of the patient experience and staff support across various channels like in-app chat, video, or voice calls.

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FAQ

We have answers

What is a healthcare call center service?

A healthcare answering service is a specialized communication system that enables hospitals and medical organizations to manage incoming and outgoing calls properly. The contact center can be integrated into the hospital or outsourced to a third-party provider. Its primary function is to respond to patient inquiries, connect them with appropriate care providers, and provide the necessary information. A well-functioning contact center can enhance the client experience, reduce wait times, and ease the workload of administrative staff. However, it's important to ensure that contact center protocols prioritize patient privacy and have proper training in customer service.

What are the key metrics and KPIs for healthcare contact centers?

Healthcare call center industry standards include many essential metrics and KPIs that measure the quality of service provided to patients, such as call abandonment rate (CAR), average handle time (AHT), first call resolution rate (FCRR), customer satisfaction score (CSS), and many more. Additionally, tracking metrics like call volume and staffing levels can help identify areas for improvement and ensure efficient use of resources. Concerning the KPIs, they are very often determined by the healthcare call center metrics that are used by managers to assess the effectiveness of their operations. These KPIs provide insights into whether the answering service is achieving its objectives and if agents are resolving customer issues by providing a satisfactory customer service experience. CS representatives play a crucial role in the financial performance of medical organizations. Missed appointments, for instance, result in significant losses every year. The ability of medical answering services to effectively communicate with and meet the needs of customers directly affects the organization's overall cost. Therefore, the more successful a health tech and medical contact center is at connecting with patients and addressing their concerns, the more significant the reduction in financial losses due to missed appointments. That’s why it is important to work following healthcare call center benchmarks to provide support to more customers and bring better revenue to the healthcare system.

What is the difference between healthcare and health tech call centers?

Healthcare contact centers and healthTech call centers are both designed to handle communications related to the same industry. However, there are some differences between the two. Healthcare answering services are typically operated by hospitals, clinics, and other medical establishments to manage incoming and outgoing calls related to patient care. The primary function of a healthcare call center is to help people by answering questions, providing information, and scheduling appointments. HealthTech call centers, on the other hand, are typically operated by technology companies that provide software or hardware solutions for the healthcare industry. The focus of health tech contact centers is to provide technical support for the products and services that they offer. These answering services often assist medical professionals, such as doctors or nurses, with the implementation and use of technology in patient care. Generally speaking, medical contact centers primarily focus on customer care, while health tech call centers focus on providing technical support for technology solutions in the healthcare industry. At Helpware we have both solutions to meet the most sophisticated demand of today's healthcare business sector. By partnering with us, you can achieve significant growth, enhance patient experience and engagement, and expedite the adoption of digital solutions. Our services go beyond traditional business process outsourcing, digital technology, modern tools, and well-trained staff as well as our special culture will, for sure, support your growth strategy.

What types of services do healthcare call center companies typically provide?

Medical contact centers offer a broad range of services to healthcare providers and patients. These services include medical billing and coding, telemedicine support, medical transcription, electronic health record (EHR) management, appointment scheduling, patient care coordination, healthcare analytics, medical device support, medical software development, marketing and communication, and compliance and regulatory support. Additionally, some healthcare call center companies may provide services that are specific to certain medical specialties, such as mental health counseling or medication management. The ultimate goal of these companies is to help medical organizations improve customer care, streamline operations, and comply with industry regulations.

What are the benefits of outsourcing to call center healthcare?

Outsourcing to a medical contact center allows healthcare providers to have a dedicated team to manage their inbound and outbound patient communications. This can help medical systems maintain smooth operations and improve customer satisfaction. Hospital answering services can support various medical providers, from outpatient imaging to pediatrics, with each medical specialty having unique demands and follow-up requirements that can make hiring and training an in-house team costly and time-consuming. Furthermore, outsourcing to call center healthcare can relieve the burden on medical center front desk staff by managing incoming calls. Unlike traditional settings where hospitals employ dedicated staff for patient scheduling and care, outsourced service providers use their in-house agents to provide round-the-clock customer care solutions at a fraction of the cost.

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