How to Choose the Right Healthcare Call Center Outsourcing Partner
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In today’s healthcare landscape, communication is everything. Whether it’s a patient checking on a prescription or a provider handling a billing concern, fast, secure, and empathetic service isn’t optional—it’s expected. That’s why many organizations are turning to healthcare call center outsourcing partners to meet rising demands.
But not all partners are created equal.
Choosing the right healthcare contact center partner means finding more than just a vendor. It means selecting agents that you can trust with sensitive information, high-stakes interactions, and the well-being of your patients.
In this blog, we’ll walk through what a healthcare call center is, who uses them, and most importantly—what to look for in a BPO partner to ensure long-term success.
What is a Healthcare Call Center?
A healthcare call center is a centralized service that manages communication between patients, payers, providers, and other stakeholders. These centers handle everything from appointment scheduling and benefits education to post-discharge outreach and medication reminders.
Whether managed in-house or through an external partner, a healthcare call center is responsible for ensuring each patient interaction is handled with speed, accuracy, and compassion—all while remaining compliant with applicable regulations.
Modern healthcare contact centers often offer multi-channel support (phone, chat, email, SMS) and rely on certified agents with knowledge of healthcare terminology, regulations, and systems.
Why Use a Healthcare Call Center: Benefits and Solutions
Healthcare organizations—from managed care organizations (MCOs) and Medicare/Medicaid providers to pharmaceutical companies and virtual care platforms—are increasingly turning to outsourced healthcare call centers to meet evolving demands.
The stakes are high. Patients expect more than just answers—they expect empathy, clarity, and speed. A recent Deloitte report found that 75% of patients expect timely, personalized communication when engaging with their healthcare providers. In an industry where a single poor interaction can impact care outcomes, meeting those expectations is essential.
That’s where a high-performing healthcare contact center partner comes in. These partners help organizations deliver:
- Improved patient satisfaction: With certified patient care professionals managing inbound and outbound patient communications, organizations can offer quicker resolutions, fewer dropped calls, and a more compassionate experience at every touchpoint.
- Scalability during peak seasons: Whether it’s open enrollment, flu season, or an unforeseen health crisis, the ability to scale support intraday, intraweek, or across months ensures no patient is left waiting.
- Cost efficiency: According to Gartner, companies that successfully outsource can achieve cost savings of 25% to 30%. For healthcare organizations, these savings can be redirected toward enhancing patient care, expanding services, or investing in innovation—without compromising operational quality or service delivery.
- Operational consistency: A strong medical call center partner ensures stable delivery even during staffing fluctuations, market shifts, or public health disruptions—bringing reliability to an industry that can’t afford lapses.
- Regulatory compliance: With strict HIPAA requirements and other regulatory considerations, healthcare organizations need partners who understand and prioritize data security. The right partner ensures systems, processes, and people are fully aligned with industry standards.
When executed correctly, outsourcing isn’t just a way to cut costs—it’s a strategic investment in the patient experience and the long-term resilience of your healthcare operations.
Who Uses a Healthcare Call Center?
Organizations across the healthcare ecosystem benefit from healthcare contact center support:
- Medicare and Medicaid providers
- Private insurers and MCOs
- Hospital systems and health networks
- Telehealth and virtual care platforms
- Medical device companies
These services support both administrative and clinical needs, including:
- Member enrollment and eligibility verification
- Prescription refill coordination
- Claims assistance
- Patient education and medication adherence
- Transportation scheduling
What Makes a Great Healthcare Call Center Partner?
Choosing a partner for healthcare call center outsourcing is a long-term decision. Look for these non-negotiables:
HIPAA Compliance and Data Security
Your partner should provide documentation proving HIPAA compliance, secure infrastructure, and regular audits. Ask about certification protocols and access controls for anyone handling PHI.
Proven Healthcare Experience
Look for a partner that has worked with healthcare clients at scale and understands regulatory complexities. Experience matters when agents are guiding patients through sensitive or high-pressure interactions.
Scalability and Flexibility
Can they handle volume spikes like open enrollment or crisis response? Do they support intraday and intraweek ramp-ups? A good partner meets your needs whether you’re in steady state or scaling fast.
Trust and Transparency
Trust is foundational. Look for a partner who offers real-time reporting, is honest about challenges, and aligns with your values. Open communication and shared accountability are vital.
Patient-First Approach
Empathy matters. In healthcare, every interaction has the potential to impact a patient’s well-being. That’s why your healthcare contact center partner should prioritize the human side of service—ensuring that every conversation is handled with compassion, patience, and understanding.
Customization and Brand Alignment
From call scripts to performance analytics, your partner should be able to adapt to your brand voice and operational goals—delivering a seamless extension of your in-house team.
Healthcare Call Center Best Practices
Outsourcing your healthcare call center services is a strategic decision—but the partnership is only as strong as the processes that support it. Whether your organization is just getting started or looking to refine existing operations, implementing proven best practices is key to maximizing both performance and patient satisfaction.
Below are the foundational practices that high-performing healthcare contact centers use to deliver consistent, compliant, and compassionate service:
Certify on Empathy and Healthcare-Specific Protocols
Every interaction is an extension of your brand and your care. That’s why top medical call centers prioritize specialized certification that blends industry-specific compliance knowledge with emotional intelligence.
Patient support agents must be equipped to handle complex, sensitive conversations—whether they’re explaining insurance coverage, helping a patient refill a prescription, or responding to a concern post-discharge. Certification should cover:
- HIPAA compliance and data handling
- Patient confidentiality and sensitivity
- De-escalation and emotional support
- Healthcare terminology and systems navigation
- A human-first approach not only improves the experience for the patient—it also builds trust and reduces callbacks and complaints.
Set and Monitor Measurable Performance Goals
Success must be defined—and measured. Leading healthcare call centers monitor metrics that reflect both efficiency and empathy. Key performance indicators (KPIs) may include:
- Customer Satisfaction Score (CSAT): Reflects the patient’s perception of the interaction
- First Call Resolution (FCR): Tracks issue resolution without follow-up
- Average Handle Time (AHT): Balances efficiency with quality
- Quality Assurance (QA) Compliance: Measures adherence to scripts, tone, and protocols
- Net Promoter Score (NPS): Indicates patient loyalty and brand perception
Your BPO partner should offer transparent access to these metrics and collaborate with your internal team to continuously improve them.
Prioritize Omnichannel Communication
Patients expect flexibility in how they engage with their healthcare providers—and organizations that deliver on that expectation are more likely to earn their trust. In fact, a survey conducted by Dynata for Redpoint Global found that 80% of patients prefer to use digital channels—such as online messaging, virtual appointments, and text messaging—to communicate with healthcare providers and brands at least some of the time.
To meet these evolving preferences, your healthcare call center should offer seamless omnichannel communication, including voice, email, SMS, and chat. Integrating these channels ensures a consistent experience across every touchpoint—whether a patient is calling about a bill, messaging for a refill, or emailing about benefits.
Omnichannel capabilities also support improved accessibility, boost patient engagement, and enhance documentation and tracking—laying the groundwork for more coordinated, compassionate, and efficient care.
Conduct Regular QA Audits and Performance Reviews
The best healthcare call center partners don’t wait for issues to arise—they proactively monitor performance. This includes call monitoring, scorecards, real-time dashboards, and monthly or quarterly reviews. Quality assurance teams should be certified in both compliance and customer experience, offering actionable insights that go beyond simple box-checking.
Performance reviews should also include collaborative discussions between the partner and the client, helping to identify opportunities to improve scripts, workflows, and escalation processes.
Ensure Secure Tech Integrations with Your Systems
Secure data exchange between your systems (EHR, CRM, billing, etc.) and the healthcare call center’s infrastructure is vital for both compliance and efficiency. Integration reduces duplicate entries, improves information access during patient interactions, and helps ensure that data stays protected.
Best-in-class partners use end-to-end encryption, secure APIs, multi-factor authentication, and role-based access to limit data exposure and ensure HIPAA compliance.
Establish Escalation Paths and Feedback Loops
Even the most well-run programs will encounter complex situations that require escalation, whether clinical questions beyond scope or emotionally charged patient interactions. Your call center should have clear escalation protocols, backed by certified support staff and client liaisons.
Additionally, strong feedback loops between QA, agents, supervisors, and clients ensure that learnings are applied in real time. This fosters a culture of continuous improvement, where every interaction is a chance to refine the experience.
Choosing Liveops as Your Healthcare Call Center Partner
At Liveops, we know that patient experience is about more than quick answers—it’s about meaningful connection. That’s why some of the most recognized names in healthcare trust us to support their patients with compassion, accuracy, and care.
Our network is made up of experienced patient care professionals who understand the human side of healthcare. These are individuals who lead with empathy, listen actively, and approach every interaction with the dignity patients deserve. From helping a member understand their benefits to supporting a caregiver through a complex claims process, Liveops and its network of independent contractors show up with patience, professionalism, and purpose.
As a long-standing partner to top healthcare brands—including leading payers, pharmaceutical companies, and NEMT providers—we’ve built a reputation for delivering secure, scalable support that adapts to your needs. Whether you’re navigating open enrollment, scaling quickly in response to a public health crisis, or simply aiming to improve day-to-day service levels, we’re here to help you do it with integrity.
