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.
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.
Get in touchHospitals, NHS-contracted services, private healthcare customer support, specialist care networks, and diagnostic labs
Health plans, insurance providers, and managed care organizations
Telehealth platforms, digital therapeutics, and health apps
Patient support programmes, provider coordination, and inquiry handling for pharmaceutical companies
Patient support for elderly patients and their families, including after-hours coverage, transport coordination, and care navigation
Fitness apps, preventive care platforms, and wellness services providers
Scheduling, benefits, inquiries, issue resolution
Intake, status updates, and coordination with payers
Patient billing support, payment follow-up, and account inquiries
Fast, accurate support to move cases forward
Information requests, intake, and secure handling
Reminders, satisfaction surveys, and health program check-ins
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.
✓ Inbound booking requests
✓ Appointment confirmation and reminder calls
✓ Reschedules and cancellations
✓ No-show follow-up
✓ Multi-site and specialist referral coordination
✓ Benefits and coverage inquiries
✓ Medicare and Medicaid queries
✓ Open enrollment support
✓ Patient communication outsourcing
✓ Plan navigation and explanation
✓ Issue resolution and escalation
✓ Insurance coverage verification
✓ Eligibility assessment calls
✓ Prior authorisation intake and status updates
✓ Coordination with payers and clinical teams
✓ Claims intake and documentation
✓ Status updates
✓ Coordination with payers
✓ Dispute handling and escalation
✓ Patient billing inquiries
✓ Payment processing and follow-up
✓ Account management
✓ Payment plan support
✓ Bad debt prevention through proactive outreach
✓ Information requests
✓ Intake and secure document handling
✓ EHR data support and entry
✓ Compliance-aligned record management
✓ Satisfaction surveys
✓ Wellness reminders and health programme check-ins
✓ Post-discharge follow-up calls
✓ Preventative screening outreach
✓ Administrative processing
✓ Data entry and EHR/PMS updates
✓ Reporting and documentation
✓ Compliance-aligned case logging
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.
Customer satisfaction (CSAT)
Cost reduction
First call resolution (FCR)
Customer support
Deliver better patient experiences with healthcare contact center outsourcing. Let’s explore what’s possible together.
To support empathetic, accurate communication with vulnerable patients during medical transport bookings and eligibility status checks.
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.
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.
HIPAA, ISO 27001, ISO 27701, and PCI DSS are operational baselines embedded in access controls, data handling, agent training, and QA monitoring.
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.
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.
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.
We cover 30+ languages across phone, chat, email, and messaging, ensuring no patient is left without support because of a language barrier.
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.
Compliant with U.S. federal standards for handling protected health information. Essential for healthcare, insurance, and health tech clients.
Certified for secure processing of payment data across patient billing and account transactions.
Information security management. Sensitive patient data protected through structured, audited processes.
Privacy information management, aligned with GDPR requirements for handling personal data.
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