Healthcare Customer Service Outsourcing

In the medical sphere, every interaction must be handled with maximum precision and care. Healthcare BPO services help you deliver consistent, empathetic support day or night while maintaining efficiency and compliance.

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Simply Contact

24/7 multilingual & HIPAA-compliant care

Deliver better patient experiences without overloading your internal team

Simply Contact
Industry Expertise
Healthcare Customer Service Outsourcing

Healthcare organizations we work with

Providers and health systems

Hospitals, NHS-contracted services, private healthcare customer support, specialist care networks, and diagnostic labs

Health insurers and payers

Health plans, insurance providers, and managed care organizations

Digital health and telehealth

Telehealth platforms, digital therapeutics, and health apps

Pharmaceutical and life sciences

Patient support programmes, provider coordination, and inquiry handling for pharmaceutical companies

Senior care and home health

Patient support for elderly patients and their families, including after-hours coverage, transport coordination, and care navigation

Health tech and wellness platforms

Fitness apps, preventive care platforms, and wellness services providers

Our healthcare BPO capabilities

Patient & member support

Scheduling, benefits, inquiries, issue resolution
Claims processing support

Intake, status updates, and coordination with payers
Revenue cycle management (RCM)

Patient billing support, payment follow-up, and account inquiries
Prior authorization & eligibility verification

Fast, accurate support to move cases forward
Medical records & documentation

Information requests, intake, and secure handling
Patient engagement & wellness outreach

Reminders, satisfaction surveys, and health program check-ins

Webinar: Building Healthcare CX That Doesn't Fail Patients

An on-demand panel discussion with practitioners from a leader of a medical call center outsourcing project, a CX strategist, and a healthcare technology expert.

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What we handle

Appointment scheduling and management

✓ Inbound booking requests
✓ Appointment confirmation and reminder calls
✓ Reschedules and cancellations
✓ No-show follow-up
✓ Multi-site and specialist referral coordination

Patient and member support

✓ Benefits and coverage inquiries
✓ Medicare and Medicaid queries
✓ Open enrollment support
✓ Patient communication outsourcing
✓ Plan navigation and explanation
✓ Issue resolution and escalation

Eligibility verification and prior authorisation

✓ Insurance coverage verification
✓ Eligibility assessment calls
✓ Prior authorisation intake and status updates
✓ Coordination with payers and clinical teams

Claims processing support

✓ Claims intake and documentation
✓ Status updates
✓ Coordination with payers
✓ Dispute handling and escalation

Revenue cycle management (RCM)

✓ Patient billing inquiries
✓ Payment processing and follow-up
✓ Account management
✓ Payment plan support
✓ Bad debt prevention through proactive outreach

Medical records and documentation

✓ Information requests
✓ Intake and secure document handling
✓ EHR data support and entry
✓ Compliance-aligned record management

Patient engagement and outreach

✓ Satisfaction surveys
✓ Wellness reminders and health programme check-ins
✓ Post-discharge follow-up calls
✓ Preventative screening outreach

Back-office support

✓ Administrative processing
✓ Data entry and EHR/PMS updates
✓ Reporting and documentation
✓ Compliance-aligned case logging

Results you can count on

Entrusting patient communication to an experienced healthcare customer service outsourcing provider offers measurable benefits. By tapping into specialized support, you can optimize resources, reduce costs, and easily scale their services up and down.

>80%

Customer satisfaction (CSAT)

up to 70%

Cost reduction

80%

First call resolution (FCR)

24/7

Customer support

Let’s talk about your healthcare support needs

Deliver better patient experiences with healthcare contact center outsourcing. Let’s explore what’s possible together.

Talk to an expert

Featured case study

HATS Group, Non-Emergency Patient Transport

Objectives

To support empathetic, accurate communication with vulnerable patients during medical transport bookings and eligibility status checks.

Highlights

6000 calls handled per month

93.9% quality score

Inbound & outbound service

Read the full story

Healthcare Customer Service Outsourcing: №17

We walked in on day one and it was seamless. A fantastic bunch of people, really up to the role from the get-go. A year later, the same team is still there delivering even higher quality outputs, virtually no turnover, no complaints, KPIs fantastic. We started with a contact centre and have since added night control 365 days a year and additional functions. That growth shows Simply Contact are genuinely trusted partners, not just a supplier.

James Graydon

People Director, HATS Group

Healthcare BPO built for clinical environments

Trained for sensitivity, not just efficiency

Healthcare agents deal with callers who are distressed, confused, or unwell. Our training covers medical terminology, safeguarding awareness, escalation protocols for at-risk callers, and the emotional intelligence to handle difficult conversations without defaulting to scripts.

Compliance built into operations

HIPAA, ISO 27001, ISO 27701, and PCI DSS are operational baselines embedded in access controls, data handling, agent training, and QA monitoring.

EHR and platform compatibility

Our teams have experience working within and alongside EHR and PMS environments, as well as standard helpdesk and CRM tooling. Integration requirements are scoped during the design phase.

Agent stability that protects patient continuity

In healthcare, agent turnover disrupts institutional knowledge of patient protocols, eligibility criteria, and escalation paths. Our 2–5% annual attrition rate and 1.9-year average tenure directly protect continuity on your account.

Scalable for seasonal demand

Open enrollment periods, flu season surges, new programme rollouts, or NHS contract expansions. We ramp up to 50 agents per month without compromising quality, compliance, or training standards.

Multilingual across 30+ languages

We cover 30+ languages across phone, chat, email, and messaging, ensuring no patient is left without support because of a language barrier.

AI where it helps, human where it matters

Routine queries, appointment reminders, triage routing. AI reduces handling time and frees agents for complex, sensitive interactions. Distressed callers, eligibility disputes, and safeguarding situations always stay with trained human agents.

AI capabilities deployed in healthcare

Intelligent call and ticket routing

Appointment reminder and outreach automation

Knowledge base and FAQ maintenance

Sentiment detection and escalation routing for at-risk callers

RPA for back-office data entry and EHR updates

Live translation for multilingual patient communication

Healthcare BPO certified for privacy & security

Healthcare Customer Service Outsourcing: №24

HIPAA

Compliant with U.S. federal standards for handling protected health information. Essential for healthcare, insurance, and health tech clients.

PCI DSS

Certified for secure processing of payment data across patient billing and account transactions.

ISO 27001

Information security management. Sensitive patient data protected through structured, audited processes.

Healthcare Customer Service Outsourcing: №27

ISO 27701

Privacy information management, aligned with GDPR requirements for handling personal data.

Reviews

Healthcare Customer Service Outsourcing: №33

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

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FAQ

What types of healthcare organisations do you support?

We work with NHS-contracted providers, hospitals, health insurers and payers, telehealth platforms, pharmaceutical companies, senior care providers, and digital health businesses. Each engagement is scoped around your specific patient population, regulatory obligations, and operational requirements.

How do you handle sensitive or distressed patient callers?

Through operational design, not just training. Agents are trained in safeguarding awareness, de-escalation, and structured escalation protocols for at-risk callers. Team leads provide real-time coaching during difficult calls. Clear escalation paths are built into every workflow before launch. No agent navigates a crisis interaction without a defined protocol behind them.

Are your agents trained in medical terminology and eligibility processes?

Yes. Healthcare onboarding covers medical terminology, condition-specific communication guidelines, eligibility assessment protocols, and the compliance requirements specific to your contracts and patient population.

Are you HIPAA compliant?

Yes. HIPAA compliance is an operational baseline embedded in data handling, access controls, agent training, and QA monitoring. We also hold ISO 27001, ISO 27701 (PIMS), and PCI DSS certifications.

Can you handle open enrollment and seasonal volume spikes?

Yes. We ramp up to 50 additional agents per month while maintaining compliance and quality standards of patient communication outsourcing. Open enrollment, flu season, new programme rollouts, and NHS contract expansions are planned in advance.

How do you protect patient data during back-office operations?

Data access is role-controlled and limited to what each agent needs for their specific function. All communication between agents and systems is encrypted. We comply with HIPAA, GDPR, and ISO 27001 standards, with regular audits and documented data handling procedures.

How much does healthcare customer service outsourcing cost?

Pricing depends on patient volumes, channel mix, service complexity, and compliance requirements. Simply Contact offers hourly-based models for lower or variable volumes with shared agents, and ticket-based models with full cost transparency and dedicated capacity. Structure is determined during scoping before any commitment.