10 Reasons Why Your Medical Practice Needs to Outsource Healthcare Call Center Services


If you are a medical practitioner or run a healthcare institution, handling your patient’s needs can be overwhelming. Compared to most other industries, healthcare is competitive and fast-paced. In today’s rapidly changing healthcare landscape, delivering high-quality patient care is no longer just about providing medical care and diagnostics. One of the most important aspects of healthcare delivery is providing excellent customer support throughout the entire patient journey. 

Many organizations turn to healthcare call center outsourcing to meet this growing need. In this article, we will look at the benefits of outsourcing healthcare call center services and how they can enhance the patient experience and satisfaction.

Healthcare Call Center Services: What Is It & Why Is Outsourcing Important?

Healthcare call center services refer to a business activity or process that is outsourced and provides administrative or other support to medical institutions, staff, and organizations. You can frequently outsource various non-core services, including coding, billing, transcription, and other tasks.

Outsourcing call center services for effective and seamless customer support is an increasingly popular strategic practice in the healthcare industry. It helps healthcare practitioners and organizations alleviate the challenges faced with in-house customer services, such as rising costs, agent hiring & training, compliance with industry protocols, and the constant commitment to deliver efficient patient care experience. 

Proper customer service partners can constantly improve day-to-day company operations. Furthermore, outsourcing the work’s specific back office and patient experience components allows for greater corporate growth while still providing excellent medical treatment. 

Ten Reasons Why Call Center Outsourcing Prove Beneficial For Healthcare Organizations 

As healthcare companies continue to face increasing patient demands, call centers become critical in delivering high-quality customer services. However, managing an in-house call center can be tedious and challenging, especially in the face of constant changes in patient call volumes, staffing issues, technological upgrades, etc. Outsourcing customer support services for healthcare may be the best solution to such scenarios. Here are ten indicators that suggest the need to outsource healthcare call center services. 

  • Cost-efficiency and budgetary flexibility:

    With healthcare call center outsourcing, organizations can reduce labor costs, HR costs, real estate, and overhead costs by providing on-demand labor for call centers, customer service, administrative tasks, and other non-clinical functions. This can help healthcare organizations save money and allocate resources more effectively. 
  • Access to skilled and trained professionals:

    Outsourcing can provide healthcare organizations access to experienced and qualified professionals familiar with healthcare operations, regulations, and best practices. Outsourced teams can deliver HIPAA-compliant call center answering services, insurance eligibility verification, appointment scheduling tools, patient information updates, physician referral requests, and more.
  • Scalability and flexibility in operations:

    Outsourcing can help healthcare organizations cope with fluctuating demand, seasonality, and workload. Outsourced teams can be easily scaled up or down, depending on the organization’s needs. This can reduce the burden on internal staff, prevent burnout, and improve efficiency and productivity.
  • 24/7 customer support availability:

    Outsourcing can ensure patients receive continuous and consistent support throughout their healthcare journey. Outsourced teams can provide round-the-clock service, including off-hours communication, emergency assistance, and multilingual support. This can enhance patient satisfaction, loyalty, and retention.
  • Improved customer experience and satisfaction:

    Outsourcing can improve the quality and effectiveness of customer support by leveraging advanced technology, data analytics, and feedback mechanisms. Outsourced teams can use chatbots, IVR, CRM, and AI tools to provide personalized, timely, and accurate service. They can also measure and monitor customer satisfaction, identify areas of improvement, and implement best practices.
  • Compliance with regulations and standards:

    Healthcare organizations need to comply with the complex and evolving regulations and standards in the healthcare industry, such as HIPAA, HITECH, and ACA. Outsourced teams can ensure that patient privacy, security, and confidentiality are maintained and that all processes and procedures are aligned with the relevant laws and guidelines.
  • Focus on core competencies and strategic goals: Having an outsourcing partner can allow healthcare organizations to focus on their core and strategic goals by delegating non-core and non-clinical functions to outsourced teams. This can free up time, energy, and resources for healthcare organizations to concentrate on improving patient care, enhancing clinical outcomes, and achieving operational excellence.
  • Increased innovation and competitiveness:

    Outsourcing can help healthcare organizations access the latest technology, tools, and techniques in the customer service industry. Outsourced teams can provide innovative solutions, such as omnichannel support, predictive analytics, and gamification, to improve customer engagement, retention, and loyalty. Outsourcing can also help healthcare organizations stay ahead of the competition by adopting best practices and benchmarks from other industries and markets.
  • Risk mitigation and management:

    Outsourcing to a medical BPO company in the USA can help healthcare organizations mitigate and manage various risks, such as operational, financial, legal, and reputational risks. Outsourced teams can provide backup and contingency plans, disaster recovery and business continuity solutions, and quality assurance and control measures to ensure customer service is uninterrupted and reliable. Outsourcing can also help healthcare organizations avoid lawsuits, fines, and penalties by complying with the applicable regulations and standards.
  • Enhanced collaboration and partnership:

    Healthcare customer support outsourcing can help organizations in the medical field to establish and maintain long-term and mutually beneficial relationships with outsourced teams. Outsourced teams can act as strategic partners rather than mere vendors and provide value-added services, such as consulting, training, and coaching. Outsourcing can also foster collaboration and communication between healthcare organizations and outsourced teams using cloud computing, video conferencing, and social media.

Choosing Between Outsourcing & In-House Healthcare Call Center Services 

If your healthcare organization is experiencing a high volume of calls, you have two options: ramp up your contact center operations or outsource healthcare call center services.

When deciding between outsourcing and maintaining in-house call center operations, various factors come into play:

  1. Cost: Outsourcing call center functions can yield substantial cost savings by eliminating the need for significant investments in infrastructure, technology, staffing, and training. Conversely, in-house call centers require substantial staffing, training, and technology resources.
  2. Expertise: Third-party vendors specializing in call center operations bring valuable expertise and experience to deliver high-quality customer support services. In contrast, in-house call centers offer greater control over operations and can be customized to meet specific organizational requirements.
  3. Compliance: Reputable outsourcing vendors are well-versed in regulatory requirements such as HIPAA, ensuring compliance and reducing the risk of fines and penalties. In-house call centers demand strict adherence to regulations and may necessitate additional resources for compliance.
  4. Scalability: Outsource healthcare call center services allows healthcare organizations to scale their call center operations flexibly based on fluctuating call volumes and staffing needs. In-house call centers may require additional investments to expand operations.
  5. Control: In-house call centers offer superior control over operations, allowing customization to meet specific organizational needs. Conversely, outsourcing call center operations frees up time and resources for healthcare organizations to concentrate on core operations like medical treatments and diagnosis.

Bottom Line 

Healthcare organizations that want to remain competitive should consider outsourcing healthcare contact center services. Healthcare call center services are the most important part of the medical and healthcare field. They provide various leverages not just to the patients but to the hospital staff as well. As a result, hospital staff can focus on some other tasks that play an essential role in the growth of the organization.

Before outsourcing your healthcare tasks to a medical BPO company in the USA, you should ensure that they are trustworthy. The main reason is that hospital data contains some sensitive and vital information that should be kept confidential. When you hire a skilled and well-trained customer service provider, you save time and money that you spend on training and hiring. 


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