24/7 EXPERT PATIENT SERVICE
Deliver responsive, compassionate patient service while streamlining operations
Healthcare providers often struggle to balance efficient patient service with high call volumes, insurance inquiries, and billing questions.
They rely on in-house teams, generic call centers or no set process to handle patient inquiries, often leading to patients feeling frustrated and neglected.
- Handling patient inquiries related to billing, insurance, and general healthcare concerns typically overwhelms internal teams, and leads to errors, long wait times, and inconsistent information.
- Generic call centers lack of healthcare expertise can lead to miscommunication and unsatisfactory patient experiences.
- No dedicated support where providers are forced to handle all inquiries, leaving non-clinical tasks to clinical staff, creating inefficiencies.
Thriving practices offer their patients customer service that is always available answering questions without delay, compassionate, and fully integrated into their practice management systems.
EFFICIENT PATIENT QUERY MANAGEMENT
Resolve patient questions and concerns with ease
Our patient service contact center makes sure your patients receive timely, accurate, and compassionate responses, reducing administrative burden and enhancing trust in your practice.
Responsive, timely service
When patients reach out with questions, they expect quick, reliable answers. Our patient service team ensures that every inquiry is addressed promptly, reducing frustration and keeping your practice running smoothly.
Clear and accurate information
Understanding medical bills and insurance claims can be confusing. We provide patients with clear, precise explanations, helping them navigate complex financial responsibilities with confidence and reducing follow-up calls.
Compassionate communication
Patients deserve to feel heard and respected. Our agents are trained in empathetic, patient-first communication, ensuring that each interaction is not only informative but also compassionate and considerate of their emotional well-being.
SPECIALTY EXPERTISE
Patient service agents trained for your specialty
Our patient service teams are specifically trained to meet the unique needs of your medical specialty, whether it's radiology, laboratory, ophthalmology, or other specialized areas.
Tailored training programs
Each agent undergoes rigorous training focused on the specific protocols, terminology, and patient care requirements of your field, ensuring accuracy and efficiency for query management.
Healthcare-specific language training
Our team undergoes specialized training in healthcare terminology and communication best practices, ensuring that they are well-prepared to address patient needs accurately and professionally. This focus on specialty-specific language helps prevent misunderstandings and ensures smooth communication.
Patient-centric care
Our deep understanding of your specialty allows us to provide a seamless, patient-focused experience, reflecting the high standards of care your practice is known for.
ENGLISH PROFICIENCY
Ensure clear communication with your patients
Our offshore team is highly proficient in English, ensuring that all patient interactions are conducted with clarity and professionalism. We understand the importance of effective communication in healthcare, and our team is equipped to deliver the same level of patient care you would expect from an onshore team.
Fluent and articulate communication
Each member of our offshore patient service team is fluent in English, trained to handle conversations with precision and care. This fluency ensures that patients feel comfortable and understood during every interaction, helping to build trust and confidence in your practice.
Onshore team as a reliable backup
To further enhance reliability and support, we also offer an onshore team as another option. This ensures that all communication needs are met seamlessly, providing an additional layer of assurance that your patients will always receive the highest standard of care.
Patient-centric approach
We prioritize your patients' comfort and satisfaction by providing clear, empathetic communication. Our team's proficiency in English, combined with their understanding of patient care, ensures that every conversation is handled with the utmost respect and attention to detail.
DRIVE QUERY MANAGEMENT EFFICIENCY
Stay on top of our patient service performance
Be updated with regular tracking of our query management activities. We continuously monitor crucial metrics like response accuracy, call handling times, and patient interactions. This transparency ensures that your patient service process is always optimized for maximum efficiency and patient satisfaction.
Proactive optimization
Beyond just tracking, we dive deep into the data to uncover patterns and potential areas for enhancement. By proactively addressing any emerging issues, we help ensure that your scheduling operations remain smooth, minimizing any potential disruptions to patient care.
Custom performance insights
Receive detailed, customized reports that provide insights into the performance of your patient service operations. Whether you need a daily overview or a deeper analysis of monthly trends, our reporting tools give you the information necessary to make informed decisions and continuously refine your patient interaction strategies.
KPIs tracked against historical data
Mutually agreed upon KPIs will be compared against performance before our team came on board, and then tracked on a regular basis after we go-live.
- Number of inbound calls per day
- Average handling time
- After call work
- Talk time + placed on hold time
- Quality assurance score percent to achieve
- Schedule adherence, availability and occupancy
COST EFFICIENCY WITH HIGH QUALITY
Maximize value without compromising on service
By leveraging our offshore team, you can achieve significant cost savings while maintaining the highest standards of service. Our approach ensures that you get the best of both worlds—affordable solutions that don’t sacrifice quality.
Our schedulers are dedicated to delivering exceptional results, allowing you to optimize your operations and improve your bottom line without increasing overhead. This strategic balance of cost efficiency and high-quality service enables your practice to focus on what matters most—providing excellent patient care.
SCALABLE TO MEET YOUR NEEDS
Flexible solutions that grow with your practice
Our patient service solution is designed to scale with your practice, whether you’re a small clinic or a large healthcare network. As your patient base grows or your operational needs change, we can easily adjust the level of support we provide. This flexibility ensures that your customer service remains efficient and responsive, no matter the size or complexity of your practice.
With our scalable call center solutions, you can confidently expand your services without worrying about overwhelming your existing resources.
We’re here to support your growth, providing the same high level of service as your needs evolve.
WHAT OUR CLIENTS ARE SAYING
See how our patient service makes a difference
Our patient service solution has significantly improved both operational efficiency and patient experience. Below, you’ll find testimonials from patients who have experienced the benefits of our helpful customer service, reflecting the care and precision we bring to every interaction.
This is my first-time calling in. the advocate that was helping. She gave me great service and I appreciate the patience and clarity and even repeating things when I Needed. She gave above and beyond help!
Patient, Imaging Center
The person who was helping me I just want to compliment him because he was very clear and was really helpful, and I think he can teach others that manner that he has. I just wanted to say thank you and I hope he can get some recognition.
Patient, Imaging Center
I just wanted to let you know that Jessie is Amazing. He is so great and appreciate him so much.
Patient, Imaging Center