Healthcare Customer Service Outsourcing

Why us

Why global leaders choose Simply Contact

13+ years building and running customer support operations for global brands across healthcare, aviation, fintech, and more.

Operational readiness for disruptions

Flu season, open enrollment, and service disruptions all create sudden volume. Our teams are trained and structured to absorb those spikes without service quality dropping.

Multilingual coverage across Europe and beyond

Support in English and key European languages, delivered by teams that know what patients and members expect. We provide healthcare support for providers, insurers, and digital health platforms with the same operational discipline across all client types.

Scalable without quality collapse

A pool of trained agents available immediately, with ramp-up for open enrollment and seasonal peaks. Rapid ramp-up without compromising compliance, tone, or first-contact resolution is the reason Simply Contact is consistently ranked among the best outsourcing partners for healthcare CX.

AI embedded where it creates measurable impact

We pick AI tools for the steps that slow your operation down and set clear ROI targets before integrating them.

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 programs, 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

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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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 authorization

Insurance coverage verification
Eligibility assessment calls
Prior authorization 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 program check-ins
Post-discharge follow-up calls
Preventive screening outreach

Back-office support

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

80 %

Customer satisfaction (CSAT)

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.

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80%

of calls answered within 35 seconds

Wizz Air Leading European Airline

Challenge: Seasonal volume swings, multilingual routes, and strict SLA targets made consistent wait times hard to hold year-round.
Solution: Built a blended multilingual team that moves between calls, email, and chat, with bilingual agents covering two markets each and a dedicated AHT reduction program.
Result: 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.

30% AHT reduction on key lines 85% agent utilization

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88%

CSAT score (up from 51%)

Ditto Music Music Distribution Company

Challenge: Slow response times, 51% CSAT, and generic agents with no music industry knowledge were eroding artist trust and brand credibility.
Solution: Built a specialist support team where 80%+ of agents are working musicians, combined with structured QA workflows and clear response targets.
Result: CSAT jumped from 51% to 88%, response rate more than doubled to 8 per hour, and support costs decreased.

8 responses/hour (up from 3.5) 80%+ of agents are musicians

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93.9%

quality score maintained

HATS Group Non-Emergency Patient Transport

Challenge: Vulnerable patients needed empathetic, accurate communication around the clock, including nights, with zero tolerance for errors.
Solution: Provided a dedicated trained team with 365-day night control coverage, strict quality monitoring, and clinical communication protocols.
Result: 93.9% quality score sustained across all operations, seamless handover from day one, virtually zero agent turnover.

6,000 calls handled per month 365 days/year night control

Read case study

All case studies

Trained for sensitivity

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

PCI DSS, ISO 27001, ISO 27701, and HIPAA 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, flu season, new program rollouts, and NHS contract expansions all create surges. 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. Native speakers cover voice, and AI translation with human review extends the written channels.

AI where it helps, human where it matters

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

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

Certified

PCI DSS

Simply Contact is PCI DSS Level 1 certified, covering all card transactions and protecting clients' sensitive data.

Certified

ISO 27001

ISO 27001 is the international standard for information security management. Certification confirms that our data protection processes are independently audited.

Certified

ISO 27701

ISO 27701 extends ISO 27001 to privacy information management (PIMS). Its requirements map to GDPR and cover how personal data is handled.

Compliant

HIPAA

HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and healthtech industries.

FinTech

Payment issues, account questions, and verifications handled quickly and accurately, protecting trust and ensuring compliance.

PCI DSS Compliance

Travel & Airlines

Multilingual teams ensure travelers receive timely assistance during peak periods and disruptions, reducing cancellations and complaints.

Multilingual Seasonal

Healthcare

Consistent, empathetic service to patients around the clock, handling inquiries and scheduling efficiently while staying fully compliant.

HIPAA Sensitive

E-commerce & Retail

Fast resolution of order issues, returns, and delivery questions keeps shoppers happy and confident in your brand.

High-volume Returns

Information Technology

Technical issues resolved quickly, keeping your product reliable and customers satisfied, preventing small problems from becoming disruptions.

Technical Escalations

SaaS

User onboarding, quick issue resolution, and consistent guidance, reducing churn and letting users get full value from your product.

Onboarding Retention

Gaming

Rapid, personalized support during launches and peak activity minimizes frustration, increases retention, and strengthens the player experience.

Real-time Peak demand

Testimonials

“We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Our cooperation gives us a reliable foundation for further scaling of our customer service activities.”

Ewa Danecka

Head of Customer Experience, Wizz Air

“Thanks to Simply Contact's work, they managed to significantly increase the Net Promoter Score and show incredible performance on our customer retention project.”

Corissa Leong

SVP People & Culture, Fareportal

“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.”

James Graydon

People Director, HATS Group

“From the beginning, Simply Contact was professional and reliable. Innovative motivation schemes helped us achieve ambitious goals. We recommend Simply Contact as a qualified partner in customer service.”

Marina Voloshina

Head of Client Marketing, Yves Rocher

Get in touch with us today

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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.

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.

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

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.

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 program rollouts, and NHS contract expansions are planned in advance.

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.

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. Clients can also pay per resolved contact instead of per seat. We agree the structure during scoping, before any commitment.