Healthcare Call Center Services | Outsourced Patient Support

Healthcare Call Center Outsourcing

Global Healthcare Resource's call center outsourcing services provide a cost-effective approach to managing patient engagement. Whether you want to build a call center from scratch or need help supporting an existing operation, we specialize in assembling teams of highly qualified call center agents to fit your unique objectives.

Outsourcing your patient call center will allow your healthcare organization to reduce the expensive and time-consuming process of hiring new employees. Global Healthcare Resource works as an extension of your team to improve productivity and patient satisfaction while building organizational resilience.

Clinical Surveys

Conduct CAHPS and other patient experience surveys.

Our team of highly-trained nurses from our secure call centers in the Philippines perform patient calls within 48 hours of discharge.

Patient A/R

Improve self-pay processes by performing inbound/outbound calls.

Patient call center specialists process payments, inform of remaining balances, discuss payment plans and field inbound billing inquiries.

Flex Staffing

We have you covered 24/7 including U.S. holidays.

Partnering with our patient call center allows you to conduct inbound and outbound calls after-hours and during U.S. holidays.

Inbound &
Outbound Call Center Outsourcing

Timely patient communication is essential.

Communicating with patients with empathy and respect is of utmost importance and the foundation for all of our patient experience services. Our team of highly-trained nurses from our secure call centers in the Philippines make and receive inbound and outbound calls to patients and their families to:

Schedule appointments and confirm visits.
Understand patient experiences.
Navigate service payments and billing questions.
Communicate discharge information.
Verify benefits and inform patients of changes.

Our Advantage

At Global Healthcare Resource, we set ourselves apart through our commitments to:

Extensive training: All Global employees complete required training by your organization in addition to our own internal program, Global Academy, which covers soft-skills training, U.S. Healthcare terminology, and medical billing review.
Experience you can trust: Global has over 25 years of experience providing revenue cycle and call center outsourcing support to healthcare organizations across the country.
Improving your bottom line: Our call center partners save an average of 45% in operating costs annually.
Organizational resilience: A partnership with Global allows you to operate fully staffed without incurring costs associated with hiring call center staff, training, and turnover.
Maximizing performance: Global works closely with its partners to establish well-defined Key Performance Indicators (KPIs) and call center benchmarks to improve quality scores, handle times, first call resolutions, abandon rates, and more.

Get Onboard

Each onboarding experience is tailor-made to meet your needs. We proudly employ 7,000+ revenue cycle and call center professionals who operate as an extension of your team. Here’s how it works:

Step 1: Discuss your scope of work and operational goals.
Step 2: Global will assemble, train, and manage a team of highly skilled patient call center agents who will work on your project only.
Step 3: In an average of 30 days, your team is fully ramped up and operating at your designated benchmarks and KPIs.

Request Healthcare Call Center Services Today

Let Global's healthcare call center solutions ease your workload and enable you to enhance patient satisfaction. Learn more about how we support medical centers by contacting us today.

How can outsourcing call center services improve patient experience?

Outsourcing call center services can significantly improve patient experience by providing 24/7 availability, ensuring that patients can reach support whenever they need assistance. It allows for quicker response times, reducing wait times for patients seeking information or scheduling appointments. Additionally, trained professionals can handle inquiries with empathy and expertise, leading to higher patient satisfaction. Outsourced call centers can also implement advanced technology, such as automated systems and CRM tools, to streamline communication and enhance the overall patient journey.

What are the benefits of using Global Healthcare Resource for call center outsourcing?

Using Global Healthcare Resource for call center outsourcing offers several benefits, including:

Expertise in Healthcare: Specialized knowledge in healthcare processes and regulations ensures accurate and compliant communication.
Cost Efficiency: Reduces operational costs associated with maintaining an in-house call center while providing high-quality service.
Scalability: Easily adjusts to the changing needs of healthcare organizations, accommodating fluctuations in patient volume.
Enhanced Patient Engagement: Focuses on building relationships with patients through personalized interactions and follow-ups.
Advanced Technology: Utilizes state-of-the-art systems for efficient call handling, data management, and reporting.

How does Global Healthcare Resource ensure data security and HIPAA compliance?

Global Healthcare Resource ensures data security and HIPAA compliance by implementing robust security measures, including:

Encryption: Protects sensitive patient information during transmission and storage.
Access Controls: Limits access to patient data to authorized personnel only, ensuring confidentiality.
Regular Training: Provides ongoing training for staff on HIPAA regulations and best practices for data handling.
Audits and Assessments: Conducts regular audits to identify potential vulnerabilities and ensure compliance with HIPAA standards.
Incident Response Plans: Develops and maintains plans to address any data breaches or security incidents promptly.

What is the timeframe for getting a new call center team up and running?

The timeframe for getting a new call center team up and running can vary based on several factors, including the complexity of the services required and the size of the team. Generally, it can take anywhere from a few weeks to a few months to fully establish a new call center team. This includes recruiting and training staff, implementing technology systems, and developing processes tailored to the specific needs of the healthcare organization.

How does Global Healthcare Resource customize call center services for different healthcare organizations?

Global Healthcare Resource customizes call center services for different healthcare organizations by:

Needs Assessment: Conducting thorough assessments to understand the unique requirements and goals of each organization.
Tailored Solutions: Developing customized service plans that align with the specific workflows, patient demographics, and communication preferences of the organization.
Flexible Staffing: Adjusting staffing levels and expertise based on the organization's patient volume and service needs.
Ongoing Collaboration: Maintaining open lines of communication with healthcare providers to continuously refine and improve call center services based on feedback and performance metrics.

The integrity of your data is our #1 priority.

SOC 2 Type 2 Compliant.

SOC 2 Type 2 audits determine how well an organization safeguards customer data and how those controls operate over a 9-month (minimum) time frame. Reports are issued by third party auditors who review the following principles: Security, Confidentiality & Availability. Global Healthcare Resource is proudly SOC 2 Type 2 compliant.

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SECURITY

The security principle addresses whether an organization's system is protected (both physically and logically) against unauthorized access.

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AVAILABILITY

The availability principle addresses whether the services an organization provides is operating with the type of availability that client's expect.

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CONFIDENTIALITY

The confidentiality principle addresses the agreements made with clients in regard to how their information is used, who has access to it and how it's protected.

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