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.
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.
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:
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.
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.
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.
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.
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.
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.
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:
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.
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, real estate, and e-commercer, ensuring tailored support for organizations of all sizes.
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.
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.
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.
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.
LeadSquared is a CRM and call center automation platform that helps healthcare businesses efficiently manage and assist their patient’s needs and queries.
LeadSquared serves various industries, including healthcare, real estate platforms, education, banking, insurance, and manufacturing. Whether a start-up or a large enterprise, it helps streamline marketing processes and enhance client/patient interactions.
LeadSquared offers flexible pricing tailored to fit different business requirements. Pricing details are available upon request.
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.
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.
They offer three different pricing options: Customized, standard team (from USD 3,750), and extended team (from USD 5,250).
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.
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
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.
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.
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.
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).
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.
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.
No available packages are on display.
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.
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.
No available packages are on display.
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.
Healthcare-based companies based in the US that require offshore staffing expertise in all BPO services, both transactional and clinical.
No available packages are on display.
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.
They serve companies of all sizes and industries that aim to boost their market expansion, digital optimization, or engagement rate.
No available packages are on display.
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.