Key Call Center Services for the Healthcare Industry

Call centers are a reliable resource that can provide a helping hand and listening ear to help manage the challenges faced by organizations in the healthcare industry. The need for patient care and medical services is something that is always going to be in high demand. Care centers, hospitals, and other health-related offices open their doors daily to countless patients. This comes as the cost of healthcare expenses continues to rise on a national level. It’s no surprise that healthcare staff can become bogged down with an overload of patient information, piled up billing requests, data entry backlogs, and other floating inquiries that come with such a fast-paced industry.

When partnered with a call center, organizations in the healthcare sector are more likely to create a greater brand presence that ensures patient trust. As a result, a sense of loyalty and proficiency is established that can truly cement the operational value patients expect. Healthcare call centers have become a staple for the industry as they can efficiently support the processes required to securely handle patient information while adhering to compliance standards. Additionally, staff can spend more time focusing on the implementation of care strategies instead of zeroing in on enrollment figures and billing. 

Healthcare Call Center Services Increase Member Retention Rates

Building credibility is easy when inquiries and calls are handled with quality care. There is a broad scope of services that healthcare call center partners can provide to nurture patient engagement and boost retention rates. An outsourced team that is readily available and trained to answer patients questions allows for smoother, more efficient processes all-around.  This leads to higher retention as patients are left satisfied with service or help they received. The added support also prevents administrative errors that can lead to wasted time.

From reminding patients of their upcoming appointments to providing requested information regarding healthcare benefits, call center services can be catered to meet the need of the establishment at hand. There are a number of ways call center representatives can assist healthcare organizations. Some specific services are highly used and are particularly resourceful in this industry. These include the following:

  • Managing call escalation of emergency medical issues and patient grievances.
  • Contacting patients for payments, arranging payment plans and processing invoices.
  • Guiding members through their initial enrollments and health assessments.
  • Verifying member eligibility for enrollment.
  • Providing information on preventative care initiatives.
  • Transmitting specialty referrals and pharmacy authorizations.

Incorporating member retention strategies like including proactive outbound campaigns can truly take institutions in the healthcare industry to the next level in competition. With  long-term stability, growth is ensured as well as a positive reputation in the highly competitive field. This is on part to call center agents who are expertly trained and strictly HIPAA-compliance standards while addressing patient needs. Healthcare call centers can also alleviate the burden of non-stop call interruptions. In turn, critical tasks are given more attention and additional time to manage.

Ways Call Centers Can Enhance the Healthcare Industry

Aside from simply answering questions, there are a number of other benefits that come with such a call center partnership. Whether it’s medical questions or concerns about health plans, call centers provide a dedicated team ready to meet the needs of those on the other line. Depending on the needs of the organization as well as the size and volume it demands, there are particular ways to enhance a healthcare institute. This includes:

  • Insurance Assurance
  • Stress-Free Appointment Processing
  • Patient Satisfaction Monitoring
  • Medical Center Messaging

Patient satisfaction is the number one priority for call center agents, which makes keeping and growing a base much easier. An ideal call center partner will have experience and a track-record of success. One of the greatest benefits of healthcare call centers is the opportunity to create more business by prospecting new patients. This can happen via an enrollment service or simply by making an impact on existing health members who want to spread the word. With the technology available today, healthcare services should operate with ease. That starts with using a call center!

About Ansafone Contact Centers

Ansafone Contact Centers is an award-winning BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omnichannel services, fully equipped to help you with your business and with any special circumstances.

Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.

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Client Testimonials

Home Health Care Company:
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“Ansafone always goes above and beyond! They are always professional and ensure all messages are properly handled. If I have any questions or concerns, I can always count on my representative Dave! Thank you for your excellent service.”
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“I am highly impressed with the exceptional level of customer service, reporting and professionalism with Ansafone.  I have worked with them for many years and found them to be action oriented and focused on quality performance.”
TAS and Call Center Support:
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"We appreciate all you have done for us in the past and wish you all the best.  Please extend my thanks to Laural and everyone at Ansafone."
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Healthcare /Orthopedics:
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"Honestly, everything has been wonderful... What is most impressive to my providers and myself is the knowledge that the agents answering the phones have... It makes our jobs so much easier."
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