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Outsource Medical and Healthcare Call Center Services

Delivering Speed and Efficiency to Your Healthcare Call Center Operations

Delivering Speed and Efficiency to Your Healthcare Call Center Operations

ExpertsCallers has over 13 years of experience in providing HIPAA compliant medical and healthcare call center services to healthcare practices world over. Leveraging this experience, we help healthcare organizations to seamlessly manage every inbound and outbound interaction in a cost-effective manner.

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In the era of COVID-19, healthcare organizations must create and ensure resources and infrastructure that supports patient inflow, medical staff, and care team members. When a patient seeks medical care for COVID-19 they go into a hospital with many concerns like if they will receive high-quality care if the information provided to them is up-to-date, and that their exposure to the virus is less; also, that they are not exposing the virus to the hospital staff as well.

We Provide a Range of Outsourced Medical and Healthcare Call Center Services

Infection control is where the healthcare call center comes into play. The services are essential because patients who may have the novel coronavirus will want to reach the nearest treatment center with minimal effort and maximum safety. Healthcare call center call nand and medical information call center services are highly recommended for major hospitals so that they can direct patients to the right care during the outbreak. It’s suggested that hospitals take help from a health call center while taking in patients who may be diagnosed with COVID-19. Currently, it's quite challenging for hospitals to manage the increasing patient inflow and it puts the health of fellow patients along with hospital staff at risk. If hospitals seek out assistance from health call centers, they can be prepared for the patient and avoid being overwhelmed by overcrowded patient rooms and expand on remote care programs (if necessary).

We are an expert healthcare call center outsourcing services company that ensures your healthcare institution or organization matches the benchmarks that the present-day customer looks for. We offer customer service through all in-demand channels, such as phone support, SMS, live chat, email management, IVR, etc. With ExpertCallers as your outsourcing partner, you can expect all customer interactions to be handled in a streamlined, time-efficient and accurate way, thus enabling your employees to direct their focus on tasks that are more important.

We Provide a Range of Outsourced Medical and Healthcare Call Center Services

We provide a range of medical information call center services to hospitals, clinics, pharmacies, distributors and many more. This includes:

24x7 Phone Answering Services

We are an experienced company specializing in handling healthcare queries of all types. By providing quick and efficient solutions to patient issues round the clock, we ensure that not even a single emergency call is left unanswered.

Appointment Setting Services

Leveraging a multichannel approach that includes use of voice calls, emails, and live chat, we have put together a streamlined appointment scheduling & reminder services that will help you to keep your calendar full and reduce no-shows.

Claims Processing Services

Our team of claims processing experts can efficiently handle the process of examining and managing claims, thereby ensuring that there is a surge in clean claim rates, reduce revenue detriment and cut down manual procedures.

Insurance Verification Services

We have put together a team of highly skilled and experienced team of insurance verification specialists who can seamlessly contact the insurance company and complete the pre-authorization, pre-certification and pre-determination processes in a timely and cost-effective manner.

The advantages of Healthcare Call Centers

Call centers can improve patient engagement

Even though it may be unsettling to think of the healthcare field as an “industry” and the patients as “customers”, the transactional nature of hospitals follow the same principles that lead to the success of traditional retail and commercial organizations, and this includes customer service.

Internet and smartphones have come up as new and popular communication channels that provide healthcare services and live agent access via telephonic services. This is one of the most preferred channels for patients that seek immediate assistance. Additionally, medical information call center vendors will continue to adapt to other channels; also, they have become quite capable of satisfying patients and increasing the value for the hospitals.

Healthcare call centers help enhance patient satisfaction

You cannot expect a satisfactory customer service experience by just having a telephone line that is accessible to your target customer base. A telephone line that is slow and excessively automated can hurt your hospital’s brand. Most people who reach a hospital find that it takes too long to reach an agent and they will hang up feeling frustrated that they couldn’t speak to a real person.

So, they must provide real, personalized, and reliable health care customer service agents on the phone. They should be able to provide quick, accurate, and personal attention to the patient on-call. This approach will help reduce call abandonment and result in better brand referrals.

Call Center for Healthcare improve patient management and efficient follow-ups

Many alternative payment models demand hospitals highlight patient follow-ups because it will ensure satisfactory results. Healthcare call centers that offer outbound calling are positioned perfectly for any advanced objectives that include follow-ups because it’s the most common type of outbound call.

Call centers help deepen brand awareness and physician referrals

When medical centers outsource to a healthcare call center, they tend to see an increase in organic referrals (which are usually word of mouth) due to the professional customer support and service meted out to patients. Infact, three-quarters of patients have said that they would recommend a hospital that prioritizes its patients.

Video on revenue cycle management solutions

Other Call Center for Healthcare Services Offered by ExpertCallers includes:

  • Order Processing Services
  • Front Desk Services
  • Collections Services
  • Medical Device Sales Services
  • Physician, Pharmacist and Patient Survey Services
  • Emergency Enquires Management Services
  • General Enquiry Services
  • Pharmacy Helpline Services
  • Drug and Medical Devices Launches Services
  • Clinical Trials Registration Services
  • Pre-admission Planning Services
  • Healthcare Plan Services
  • Home Care Assistance Services
  • Event Registration Services
  • Call Volume Support Services
  • Benefit and Claim Inquiry Services
  • Dental Answering Services
  • Patient Information Verification Services
  • Physician Referral Services
  • New Member Welcome Calls Services
  • Medication Reminder Services
  • Billing Enquires Management Services
  • Health Insurance Exchange and Payment Reminder Services
  • Customer Support Services
  • Post Discharge Follow Up Services
  • Claim Status Services

Industries We Serve

ExpertCallers has extensive experience in providing proficient call centre services to a wide variety to industries including:

Our Call Centers are Spread Across Five Countries

We let you pick one or multiple delivery centers according to your preference and requirement.

ExpertCallers global delivery centers (India, Philippines, Bolivia, Colombia & Argentina)

We are Different; Here's Why

Here’s How Companies Have Benefitted by Outsourcing Medical and Healthcare Call Center Services to ExpertCallers

Our physician answering services helped a US based hospital to efficiently manage patient visits, insurance forms and patient calls.

Our medical and healthcare call center services helped a medical product manufacturing company in successfully promoting their new product in the field of diabetology.

Why Outsource Medical and Healthcare Call Center Services to ExpertCallers?

Here are some of the benefits that you’ll gain when you outsource medical and healthcare call center services to ExpertCallers:

Customized reports

At ExpertCallers, we provide a range of analytics and reporting tools to help you get the right information needed for decision making. Our reports are flexible and give you a clear idea about how your customer experience calls are handled and the performance of the agents are monitored.

Lowest price guaranteed

ExpertCallers is among a few healthcare call center companies that offer the best healthcare call center services for the medical industry at competitive rates. Our pricing structure can be customized as well according to factors like call volume, project complexity, agent skill sets, terms of contract, etc.

Automated on-call scheduling

With automated on-call scheduling services from ExpertCallers, you can schedule appointments around the clock and eliminate unnecessary hours spent on creating daily call rosters and verifying on-call information. This offers a convenient scheduling option that’s available 24 hours a day.

Secure messaging

Healthcare organizations need to secure their patient information as mandated by the HIPAA and HITECH regulations. As a HIPAA compliant medical call center, we encrypt patient information so that your data remains confidential. With security, privacy, speed of secure message delivery, we help to manage your workflows efficiently.

Call forwarding assurance

Our call forwarding assurance feature makes sure that no client is left unattended when all the agents are engaged with a call. Whenever agents are offline, you can have those calls routed to a designated overflow number or to another department. With this feature, you can always be available to your patients and won’t let them get away because of a missed phone call.

Automated check-in and check-out

With our automated check-in and check-out system, outpatient services can be streamlined and care quality can be improved. This also offers an opportunity to minimize delays and signpost patients to the appropriate care stream.

Caller ID on every message

ExpertCallers leverages caller ID technology to identify callers and collect relevant information about them from the call center software database. The information is then displayed to the call center representative thereby enabling them to deliver a personalized and professional experience to the callers, thus saving time and increasing satisfaction.

State-of-the-art voice mail system

With ExpertCallers’ voicemail system, you can have a setup to receive all your messages in one place. Your team members can have their own mailbox and extension, and callers can reach out to any of them via auto-attendant. You can keep your entire team unified and organized with messages, extensions, and mailboxes all in one place.

Customized scripting on every account

Healthcare institutions must put in the effort to make sure that their services are accurate, consistent and follow the best business practices. To help with this, we offer customized scripting on every account. We understand that no two patients will be alike and nor will their needs and concerns. There is no one-size-fits-all approach that can be followed. So, we also offer our clients the option to customize our scripts to fit the exact needs.

Multi-lingual support

The call center executives at ExpertCallers are well trained to communicate with patients in their native languages. Our multilingual call center services are designed to overcome the language, cultural and time zone barriers and effectively address the diverse needs of clients belonging to different parts of the world. Moreover, our team reduces the wait time and efficiently handles client calls resulting in increased brand awareness, customer loyalty, and reduced overhead costs.

24/7 operations

In the medical service center field, staying available to your patients 24/7 is critically important. We can help you take care of patient calls by servicing their demands/inquiries on call, email, or online chat and addressing their concerns in a professional way. Our services can be customized as well according to your requirements and objectives. This can drastically increase client satisfaction and provide them with peace of mind.

100% HIPAA compliant services

The medical call center services that ExpertCallers offers are 100% HIPAA compliant. We do not send any private health information to you that is not secured. Patients and clients are notified of any new message sent to them, and the details can be retrieved only after logging into their online portal.

Meeting the privacy expectations of HIPAA is legally and ethically important in the healthcare industry. ExpertCallers is one of the best healthcare call centers that take extra measures and go beyond expectations to ensure HIPAA compliance and secure your patients’ protected health information.

Frequently Asked Questions

What Technologies Do You Use For Healthcare Call Center Services?

As an expert healthcare call center outsourcing services company, we take care of all in-demand channels such as call and support, email handling, and IVR.

The technologies we use are:

  • Interactive Voice Response (IVR)
  • Blended Call Flows
  • Text Message Outreach
  • Cloud-based Call Centers
  • Business Intelligence (BI)

What Is A Healthcare Call Center?

A healthcare call center serves as a support arm for a healthcare practice that ensures every patient is set on a positive path to recovery by connecting them with the right experts or clarifying any queries related to appointments, billing, services, etc.

Is your team HIPAA compliant?

Yes. We are a HIPAA compliant call center. ExpertCallers has more than 13 years of experience in providing HIPAA compliant healthcare call center services for all healthcare organisations.

Is our patient data secured with your service?

We at ExpertCallers take our patients’ health and data very seriously. Some of the measures we have taken to ensure complete security of your data are:

  • End-to-end data encryption
  • HIPAA and HITECH regulations
  • PCI-DSS certified
  • Multi-factor authentication
  • Flexible cloud deployments
  • 100% uptime SLA
  • Audit logging
What reporting options do you offer?

As one of the best healthcare call center outsourcing companies, We have a host of reporting tools and analytics that provide you with ample data to make the right decisions. Our reports are flexible and customised to suit your exact needs. Our reports will help you determine the quality of customer experience calls from your end and also measure the performance of the call center agents.

Can you help me develop my dialogue plan/scripting?

We understand that messaging is extremely important when it comes to the healthcare sector. That’s why we make sure that the messaging that our clients put out is accurate and consistent. To attain this, we help provide flexible scripting services for every account since all patients and their needs are different.

Why is patient access important?

Easy patient access is the first step for a healthcare provider to improve patient outcomes and get them on the road to wellness, thus increasing patient satisfaction. Moreover, by making it easy for patients to interact with their providers through medical answering services, healthcare organizations can rest assured knowing that their patients are less likely to look for alternative providers.

When you choose ExpertCallers, you will partner with an inbound call centre outsourcing company that is extremely skilled at seamlessly blending the right resources and services together in the right combinations to improve customer care, reduce contact centre costs and achieve greater efficiencies for your company.

Talk to us

Contact us today and discover the advantage to outsourcing inbound call centre services to ExpertCallers.
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