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.
Why global leaders choose Simply Contact
12+ years building and running customer support operations for global brands across aviation, fintech, healthcare, and more. Here's what makes the difference.
Operational readiness for disruptions
Irregular operations don't break good support systems; unprepared ones do. Our teams are trained and structured to absorb volume spikes without service degradation.
Multilingual coverage across Europe and beyond
Support in English and key European languages delivered by teams with deep knowledge of travel customer expectations across markets. We provide travel customer service outsourcing for global tour operators, OTAs, and airlines with the same level of operational discipline across all client types.
Scalable without quality collapse
A pool of trained agents available immediately, scalable during peak season. 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 travel and hospitality CX.
AI embedded where it creates measurable impact
Not automation for its own sake, but AI tools selected and integrated based on your specific operational bottlenecks and with clear ROI targets.
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.
Watch nowWhat 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 requestsIntake 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.
Customer satisfaction (CSAT)
Cost reduction
First call resolution (FCR)
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.
Results that speak for themselves
- Challenge
- Seasonal demand spikes doubled call volumes overnight, causing long wait times and inconsistent service quality across multilingual routes.
- Solution
- Deployed a scalable multilingual team with AI-assisted routing and shift structures aligned to Wizz Air's seasonal demand patterns.
- Result
- 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.
- 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.
- 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.
Healthcare BPO built for clinical environments
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
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
Security & compliance
PCI DSS
Simply Contact is PCI DSS certified, maintaining the highest level of security for all card transactions and protecting clients' sensitive data.
ISO 27001
An internationally recognised standard for managing information security, ensuring robust processes to safeguard sensitive information.
ISO 27701
The international standard for privacy information management (PIMS), with requirements mirroring GDPR compliance and protecting personal data.
HIPAA
HIPAA compliance ensures protection of sensitive health data for clients in healthcare, insurance, and health tech industries.
Trusted by global leaders
Customer service solutions across all industries
FinTech
Payment issues, account questions, and verifications handled quickly and accurately — protecting trust and ensuring compliance.
Travel & Airlines
Multilingual teams ensure travelers receive timely assistance during peak periods and disruptions, reducing cancellations and complaints.
Healthcare
Consistent, empathetic service to patients around the clock — handling inquiries and scheduling efficiently while staying fully compliant.
E-commerce & Retail
Fast resolution of order issues, returns, and delivery questions keeps shoppers happy and confident in your brand.
Information Technology
Technical issues resolved quickly, keeping your product reliable and customers satisfied — preventing small problems from becoming disruptions.
SaaS
User onboarding, quick issue resolution, and consistent guidance — reducing churn and letting users get full value from your product.
Gaming
Rapid, personalized support during launches and peak activity minimizes frustration, increases retention, and strengthens the player experience.
FAQ
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 programme 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. Structure is determined during scoping before any commitment.
