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.

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.

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

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.