Our virtual care coordination teams keep referrals, follow-ups, and care transitions on track, helping patients stay engaged and providers stay connected across the care journey.
Explore the full range of solutions Helpware divisions provide:
Explore the full range of solutions Helpware divisions provide:
Our virtual care coordination teams keep referrals, follow-ups, and care transitions on track, helping patients stay engaged and providers stay connected across the care journey.
Your patients hear from a coordinator from day one. Our teams work inside your EHR, follow your workflows, and keep care plans moving without adding workload to clinical staff.
Skip the coordinator hiring cycle. We recruit, train, and schedule the team, then manage daily coverage around your care programs.
Your gain:
Lower fixed headcount, faster ramp during enrollment peaks, more budget for clinicians.
We contact patients within 48 hours of discharge, review medications, answer questions, and schedule follow-up appointments before patients fall through the cracks.
Your gain:
Fewer avoidable readmissions, cleaner TCM billing, stronger continuity scores.
We verify demographics, medications, and care-plan details before documentation reaches the chart, catching discrepancies before they create downstream work.
Your gain:
Accurate medication lists, fewer clinical clarifications, smoother payer submissions.
We audit calls, care notes, and EHR documentation against your standards, then coach coordinators on every quality gap we find.
Your gain:
Audit-ready documentation, fewer rework loops, clearer coaching insights.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
We coordinate appointments, referrals, authorizations, and follow-ups through AI-enabled workflows and healthcare-trained specialists who keep patients moving through care without delays.
We verify patient forms, demographics, and insurance details before the first visit, reducing delays at check-in.
We fill open slots, confirm appointments, and rebook cancellations across time zones to keep schedules full.
Our trained coordinators track every referral from specialist match to returned consult note, keeping patients moving through care.
Our team assembles clinical documentation, submit requests to payers, and work denials until a decision arrives.
We contact patients within 48 hours of discharge, helping surface medication and recovery concerns early.
Our coordinators guide patients through device setup, portal access, and video visit troubleshooting before appointments begin.
Care gaps appear where enrollment, scheduling, referrals, and follow-up meet. Every program breaks in a different place, so we build coordination workflows around the point where patients are most likely to fall through.
Call volume spikes the moment a new state goes live, and patient access teams absorb all of it. Helpware CX teams add coordinators ahead of each launch and separate intake from clinical triage. Answer rates stay steady through enrollment surges.
During device rollout waves, scheduling requests outpace available appointments and visits slip by days. The delivery model balances bookings across shifts and verifies eligibility before a slot goes out. Time to first appointment stays within target.
Members notice the delay first: a benefits question sits for days while it moves between coverage and clinical review. Specialist agents manage each case end to end, pulling plan rules and clinical information in one workflow. Response times stay consistent as case complexity grows
Without evening coverage, requests arriving after hours wait until the next business day and Monday starts with a backlog. On our side, dedicated teams cover the overnight window and clear the queue before local staff log in. Backlogs stay under control throughout the week.
Get ROI projection for current support needs.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Fill in your details to schedule a consultation.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Shared Team Leader
Shared L&D Specalist
Shared QA Specialist
Account Executive by default
Shared Ops Delivery Manager
Admin/Finance/Legal support for the agents by default
1-2 Dedicated Team Leaders
Shared L&D Specialist
Shared to 1 Dedicated QA Specialist
Shared Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
Shared Real Time Analyst
2-5 Dedicated Team Leaders
0,5 to 1,5 Dedicated L&D Specialists
1-2 Dedicated QA Specialists
Up to half of a dedicated Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
1 Dedicated Real Time Analyst
Ready to get a personalized estimate for your team?
Contact us for a personalized assessment tailored to your specific needs.
*These projections are estimates for informational purposes only and do not represent a formal offer. Contact us for a personalized quote.
Thank you!
You’ll hear from us within one business day.
AI handles the repetitive work: matching records, tracking follow-ups, and managing documentation. Our coordinators step in when patients need guidance, reassurance, or help navigating care. By keeping both in the same workflow, we move patients through the process faster without creating handoff delays.
Sorts inbound records, faxes, and portal messages into the right workflow the moment they arrive.
Drafts authorization packets from chart data, reducing the manual work that drives prior authorization volume.
Reads payer responses, flags missing evidence, and queues the next action without a manual review step.
Flags coverage and eligibility mismatches before submission, reducing downstream rework and corrections.
Recognize when a symptom report needs immediate clinical attention and route it to the right team without delay.
Calm anxious patients, address their concerns, and build a plan they can realistically follow at home.
Explain coverage in plain language and help patients understand what care will cost before they visit.
Bring caregivers into the conversation, review key instructions, and confirm everyone leaves with the same understanding.
We set answer-rate targets, escalation rules, HIPAA controls, and coverage hours. You get a launch plan with clear staffing requirements and performance targets.
We recruit coordinators with healthcare experience, complete background checks, and provision access to your systems. You approve each hire before training begins.
We build the playbook around your protocols, rehearse challenging patient interactions, and certify coordinators through live-call simulations. Your patient experience stays consistent.
We manage daily queues, monitor performance in real time, and route clinical concerns to your nurses within minutes. You stay informed through transparent reporting.
We review outcomes, test workflow improvements, and remove unnecessary steps. You receive a quarterly improvement plan backed by measured results.
Healthcare is our largest practice, and continuity matters in coordination work. Experienced teams, proven processes, and global coverage keep the same coordinators supporting your patients month after month.
Clients rate us on responsiveness, communication, and delivery quality. That focus helps programs stay aligned, issues get resolved faster, and service levels remain consistent.
Coordinators who stay become experts in your workflows. We invest in career growth, promote internally, and maintain high employee satisfaction that supports long-term team stability.
Blend onshore, nearshore, and offshore teams within one program, matching support costs to task complexity while maintaining global coverage across 45+ languages.
Clients partner with us long-term because we communicate openly, solve problems early, and plan capacity before growth creates bottlenecks. The result is partnerships that continue expanding year after year.
CSAT
ESAT
locations
years average length of client partnership
Healthcare organizations trust us with patient-facing operations that demand consistency. Long client partnerships, stable delivery teams, and proven coordination workflows keep programs running smoothly year after year.
Virtual care coordination services place remote, HIPAA-trained coordinators in charge of the non-clinical work surrounding the patient journey, including intake, scheduling, referrals, prior authorizations, and post-discharge follow-up. Helpware CX runs these programs from 19 locations across 11 countries.
Coordinators book and confirm visits, verify insurance, prepare authorization packets, track referrals through to closure, and contact patients after discharge. Clinical judgment remains with your licensed staff, while coordinators escalate symptom-related concerns within minutes.
Yes. Helpware CX operates under SOC 2 Type II, ISO 27001, HIPAA, and GDPR controls, with signed BAAs, role-based PHI access, and secure delivery environments. Every coordinator completes HIPAA training before accessing patient records.
Pricing is based on full-time coordinator capacity and varies by location, language requirements, and coverage hours. Deloitte research identifies cost reduction as the leading outsourcing objective, and many programs operate 20–40% below comparable in-house costs.
A five-to-ten-seat pilot can launch within 30–60 days. Larger programs can scale to 500+ seats in 90–120 days. Timelines depend on background checks, EHR access provisioning, and the availability of protocol documentation on your side.
Yes. Teams work directly inside Epic, Cerner, Athenahealth, and other major EHR, CRM, and contact center platforms using your licenses and access controls. Patient data remains within your environment, and integrations are completed before go-live.
Post-discharge outreach is one of the most effective interventions for reducing readmissions. A network meta-analysis of 126 trials covering 97,408 patients found that low-complexity transitional care reduced 30-day readmission odds by 22%. Coordinators support these efforts through follow-up calls and appointment scheduling.
