Over 10 years we help companies reach their financial and branding goals. Engitech is a values-driven technology agency dedicated.



411 University St, Seattle, USA


+1 -800-456-478-23


Healthcare Call Centers: How are they effective in improving communication with patients?

Within the United States, -thirds of hospitals and other healthcare organizations now employ both internal and external medical call centers. The several advantages of healthcare call centers are the cause for their rising recognition.

The healthcare enterprise has passed through a tremendous transition in recent years. There has been a widespread shift in patient conduct in addition to the development of telehealth services and digital patient care. Patients these days every so often seek better-quality healthcare because they’ve a mentality that is more aligned with customers. As a result, healthcare facilities are actually deciding on a value-based strategy that places an emphasis on patient wellbeing and preventive treatment.

Healthcare service providers must advance operationally and clinically to increase their return on investment if they want to survive and prosper in this new environment. This is the reason why more and more healthcare carriers now choose to outsource parts of their business to HIPAA-compliant call centers. One such aspect is patient communication. In addition to raising patient satisfaction, it can help medical professionals with better patient management:

Patient Management: Meaning

The cliche “communication is the cornerstone to any relationship” holds true here. This is also true of the patient-provider relationship. A healthcare professional must place a high priority on patient communication and follow-ups in order to concentrate on patient welfare. These practitioners can pursue advance follow-ups, which have been shown to have the best success rates, with the assistance of a healthcare call center.

Due to the evolving patient mindset, healthcare practitioners today must work to give an exceptional patient experience with every engagement. It is difficult to achieve this with an internal patient helpdesk, though, given the amount of interactions increasing and their expectations changing. As a result, the only option for physicians to guarantee patient satisfaction in the majority of contacts is to improve their patient communications with the help of patient communication specialists.

How does outsourcing patient communication benefit healthcare providers?

In order to increase their administrative efficiency in the modern healthcare environment, many successful healthcare institutions, from small group practices to multi-hospital organizations, are collaborating with healthcare call centers. They may do more with less resources and concentrate on providing high-quality patient care by outsourcing healthcare call center services linked to patient communication.

Types of services that can be outsourced to healthcare call center regarding patient communication

The secret to patient happiness and a great patient experience is patient communication. Additionally, the majority of these communication services might be delegated to a call center for healthcare that focuses on patient management. The following are some crucial patient communication services that may be outsourced:

  1. Inquiry handling:
    For healthcare professionals, responding to patient questions around-the-clock is rather difficult. On the other hand, outsourcing inquiry answering to a call center for medical services may guarantee that all patient calls are returned and their concerns are addressed right away. A healthcare contact center employee, for instance, can quickly respond to a patient’s inquiries and provide them with a greater experience if they are concerned about the processing of their medical claims or if a specific therapy is covered by their policy. Additionally, answering inquiries is frequently a healthcare provider’s initial contact with a patient. A better experience is guaranteed by outsourcing this communication to a qualified group of patient communication specialists. After all, a first impression could have an impact that lasts a lifetime.
  2. Claim management
    A healthcare contact center specializing in healthcare claim processing may convey the claim submission and approval amount to the patient for a hassle-free medical billing experience in addition to checking and validating all insurance information.
  3. Appointment setting
    A medical facility can simplify its appointments and make appointments more manageable by outsourcing appointment arranging services to a healthcare BPO. A call center can also provide appointment rescheduling services in addition to patient appointment scheduling.
  4. Appointment & prescription reminder
    Patient communication is mostly dependent on reminding patients when their checkups and prescription refills are due. With the use of this service, it is possible to make sure that patients show up for their visits and prescription refills, or if necessary, to reschedule the appointments. Healthcare providers might benefit from the communication and rescheduling services provided by a call center for patient appointment booking.
  5. Awareness campaign
    Modern healthcare facilities prioritize patient wellbeing, thus they can engage a healthcare BPO for a healthcare awareness campaign to inform their patients about precautions and illness prevention techniques. Long-term connections between patients and medical facilities can be strengthened in addition to patient satisfaction levels.
  6. Post-care communication
    In order to maintain a long-lasting patient-business connection, post-care contact is crucial. It is crucial that the healthcare practitioner regularly get information from patients regarding their health and recovery after the patient has been discharged from the hospital or other medical institution. For such patient care conversations, they can employ a HIPAA-compliant healthcare call center with outbound capabilities. These healthcare BPOs’ expert services may guarantee improved patient-provider connections and a superior patient experience.
  7. Post-care survey
    Medical institutions need to put a strong emphasis on the patient experience in addition to giving the right care. To learn about a patient’s hospital stay and their thoughts on the treatment they received, hospitals and other healthcare facilities might ask them to complete a post-care survey. They can learn about the patient’s pain locations and potential improvement areas via a survey like this. Once more, it might be useful and affordable to hire a healthcare contact center to conduct these surveys.

How can HIPAA-compliant healthcare call centers help you?

A healthcare contact center that complies with HIPAA rules follows the rules and takes patient data security seriously. To avoid healthcare information breaches and HIPAA compliance violations, these contact centers have stringent information security processes in place. Healthcare providers can reduce the likelihood of HIPAA compliance infractions and the need to pay the significant fines connected with them by using these contact centers.


In conclusion, effective patient communication is essential to the commercial success of the majority of healthcare providers. Employing a healthcare call center that complies with HIPAA and has sufficient patient care management experience is crucial. Medical institutions may improve patient communication and satisfaction by working with a multichannel, multilingual BPO partner. Having a skilled multichannel, multilingual healthcare BPO like Fusion as a contact center partner may assist medical institutions improve their patient communication and, as a result, patient management procedures in the era of shifting patient expectations. Fusion is also HIPAA-compliant.