Over 91% of all customer interactions happen over the telephone. But, nearly 89% of customers are dissatisfied with their experiences over the phone. When a patient makes calls to her doctor’s office, the last thing she wants to face is a busy receptionist on the other end. Or, worse, be stuck on hold. And being kept on hold during a call for a long time is one of the key reasons for patient dissatisfaction.
Enter Healthcare Call Centers
A healthcare call center is an infrastructural setup that helps a hospital to do away with all such hindrances to their patients’ well-being and satisfaction by responding quickly yet attentively to patients. This reduces the burden on the hospital’s administrative staff and helps enhance the overall experience for patients.
Why should a hospital consider outsourcing healthcare services?
What comes to mind when picturizing a healthcare industry? Perhaps doctors and nurses meandering around the hospital hallways, but there is a lot more to it than this. For example, the back-office personnel plays an important role in keeping the hospital up and running 24/7. In fact, they are critical to the hospital’s success. Since many healthcare firms don’t have enough resources to hire and retain relevant staff, many have chosen to outsource. Case in point – In 2023, the global healthcare outsourcing market is estimated to reach approximately $500 billion at an approximate 13% compounded annual growth. What does this mean? It states that there will be an ever-increasing need to reduce or nullify critical mistakes, bring down operating costs, and deliver better services – these three factors will drive market growth and healthcare call centers will be the agents behind these crucial drivers of healthcare growth.
Usually, healthcare firms outsource support functions like housekeeping, laundry, catering, or supply chain services. However, many hospitals have started to outsource more services to cut costs, save space and time. Today’s healthcare call center outsourcing companies handle a variety of functions ranging from data entry to medical claims processing to medical billing. Here’s a list of reasons addressing specific pain points as to why healthcare organizations should consider outsourcing.
- Better HR solutions
Outsourcing HR services to a healthcare call center can help in better management of a hospital’s human resources administration and benefits assistance program. For example, the Healthcare call center’s HR team could be well-equipped in providing an improved benefits package as well as health insurance at a decreased price. They can also take over important things like creating employee manuals and handbooks, recruiting and training staff, and then some. Moreover, they will save the cost of having an in-house Human Resource team.
- Better payroll management
The cost of having an experienced, full-time payroll staff can be exponentially pricier when compared to availing healthcare call center services. Outsourcing payroll activities can make way for timely, accurate doling out of salaries.
- IT consolidation
The global healthcare IT outsourcing market is projected to reach $62 billion by 2023. IT administration is the most common area of interest in the healthcare industry when it comes to outsourcing to healthcare call centers. A major catalyst behind this is the high demand for e-billing systems, electronic means to store health records, and cloud computing.
- Better analytical and data collection capabilities
Outsourcing to healthcare call centers gives access to advanced technology for data collection and analysis without having to invest in additional capital. Many healthcare companies have outsourced their data entry activities to healthcare call centers to augment efficiency and productivity. However, with more and more customers demanding quality services, healthcare firms have begun to outsource data management activities for clinical research purposes, timely and accurate billing, and health outcomes. Outsourcing does give access to healthcare professionals who are specialists in managing different types of data.
- Mistake-free medical bills
Hospitals have to deal with thousands of medical records every day. And, unlike other sectors, coding and billing of medical records can be quite complicated. Lack of accurate knowledge and expertise can lead to expensive billing errors during processing patients’ medical bills. Outsourcing medical billing services to a healthcare call center gives the hospital access to an expert team of professionals who are experts in dealing with all kinds of medical records, thus preventing any coding or billing hiccups.
Common Healthcare Call Center Services
Healthcare call centers work with their clients and patients to resolve problems and challenges in a hassle-free manner. Some of the common healthcare call center services are as follows –
- Substantiating insurance
Be it verifying portfolios of patients, pre-authorization, or confirming eligibility, healthcare call centers take care of all of this. This service ensures alleviate financial risks for hospitals and patients.
- Physician referral services
The healthcare call center outsourcing companies maintain a detailed database of community doctors and specialty physicians who can be reached through their physician referral services to get information on healthcare services.
- Healthcare claim management
To ensure a clean claim rate, the healthcare call center implements automation in the hospital’s claims management system to analyze and manage claims for the hospital in a single pass. Automating certain manual functions of claims management declutters the bottleneck in the healthcare institution’s revenue stream, thus eliminating the risk of claims denial or short pay due to inaccurate or partial claims documentation.
- 24/7 healthcare answering services
A healthcare firm can have the healthcare call center professionals attend to their customers on a round-the-clock basis. Healthcare answering services help the hospital or a healthcare firm to interact with their patients efficiently and resolve billing and invoice conflicts in no time.
Now, let’s look at the features of a new-age healthcare call center.
Features of a New-age Healthcare Call Center
- Cloud-based or single platform
Modern healthcare call centers don’t entertain hardware installation.
- Integrated with the best
The best healthcare call centers are online and integrated with CRMs, medical billing, EHRs, and other technology, all designed to exceed patient expectations.
- Omnichannel support
They communicate with patients through multiple channels like email, voice recording, and text message.
- On a par with industry standards
They’re compliant with important laws and standards like HIPAA, PCI, and GDPR.
- Precision call routing
Their smart call routing systems in the healthcare answering services enable quick transfer of calls to the right departments and agents.
- Cutting-edge analytics
Modern healthcare call centers measure their patient experience by real data that they can then analyze and further improve on.
So, we have discussed what are healthcare call centers, why do healthcare firms need to outsource their services to them, some common healthcare call center services, and features of a new-age healthcare center. What is yet to be discussed-or answered—is a simple question: What are the advantages of healthcare call centers?
Although there is no particular reason why 70% of all U.S. hospitals have a healthcare call center (either outsourced or in-house), it can be argued that their popularity is related to the many advantages that lead to better experiences for their customers and better value for the healthcare firms. In short, healthcare call centers improve:
• Patient satisfaction over the phone
• Department satisfaction
• Savings to the healthcare firm
Why Choose Healthcare Call Center Services from Flatworld Solutions?
In the healthcare industry, a warm relationship with patients is the paramount element to run a successful practice. We use high-end technology to cut down your costs. But that’s not enough, we also understand that to propel a business in the direction of revenue generation and growth it is essential to hear our clients’ needs and offer a no-frills service that fully addresses every problem they face. So here are the reasons why choosing us will work wonders for a healthcare institution.
- Certified B2B Appointment Setting Company
We are the proud bearer of ISO 9001:2015 certification for providing a tidy service that matches the quality guidelines of the international standard organization. Our healthcare call center outsourcing solutions are GDPR compliant as well as HIPAA compliant to render services that are unmatched in terms of quality.
- Data Security
We have ISO/IEC 27001:2013 certification given our compliance with the information security management system’s regulations. With the risk to consumer and healthcare data reaching alarming proportions, we have taken solid measures to keep your data held in our repository and network safe from internal and external threats. Also, we appoint contact center professionals who are signatories of a Non-disclosure agreement to execute medical call center services.
- High Accuracy and Quality Service
We set a high-quality standard for each of the healthcare call center service subsets ensuring fully audited and approved performance to your healthcare organization. We ensure that all our contact center services are inclined with the needs of our clients and fully adhere to regulatory compliances of the industry.
- Quick turnaround
We have always excelled in rendering service at a great velocity because we don’t like to keep our clients waiting. Our solutions can be quickly deployed to help prevent a backlog in billing and insurance formalities. Since we take care of all the administrative functions, healthcare firms can focus on patient care alone.
We understand that for healthcare practice to evolve it is essential to be prepared for varying patterns of patient inflow. This is only possible when there is an efficient backend team to take care of administrative hassles. This is where we come in. With more experience in handling a large volume of calls and back-end functions, our contact center is equipped to scale up operations when the need arises.
- Pocket-friendly pricing
Partnering with us means one can always find healthcare call center services within their budgetary limits. We don’t cross-sell solutions that are irrelevant to specific requirements. We offer a customized service that is cost-efficient and poised to resolve customer-related challenges within our client’s healthcare practice.
- Single-point Contact
Working with us is easy as we offer more direct ways to reach our subject matter experts. We allocate client requirements to a dedicated specialist who will assist whenever needed. One does not have to wait in the queue to reach an operator for assistance.
- Experienced team of healthcare call center representatives
We have a large team comprising over 500 call center agents who will help navigate through call center challenges in one’s healthcare practice. Every hospital, clinic, and private practitioner can find a custom solution from our end because our teams are professionals with deep knowledge of the healthcare industry.
- Modern Infrastructure
At Flatworld Solutions, we have call centers for healthcare practices where professionals process back-end functions to keep the patients satisfied with the service and treatment. Our infrastructure is physically and digitally protected using cutting-edge security software and physical security deterrents.
- Secure Data Exchange
VPN and secure FTPs are used by our team to bring confidential clinical data and project files from your end to ours. We use technology to monitor the vitals of our data sharing channels to ensure it is free from any form of intrusion.
- Round-the-clock availability
We can provide 24/7 assistance to our clients’ teams along with quality training to handle operations in real-time. One can reach us through many ways including a phone call, email, and even live chat to get support on the go.
Our healthcare call center services are designed to support healthcare organizations, institutions, and the staff so that you have more time to focus on what’s crucial for you, i.e., quality patient care. By outsourcing time-consuming tasks to healthcare call center outsourcing companies, you can take the load off the staff when it comes to managing the day-to-day redundant and administrative services. As a result, this will reduce the occurrence of critical mistakes and enhance the efficiency of your processes.
Last but not least, we, at Flatworld Solutions, endeavor to be a partner of choice by providing value to enable our customer’s long-term sustainable growth through our healthcare call center services.
Choose Flatworld Solutions for Quality Healthcare Call Center Services
Flatworld Solutions (FWS) is a global corporation offering solutions in IT, Business Consulting, and Outsourcing Services like healthcare call centers. Founded in 2002 and incorporated in 2004 with the single-minded purpose of using technology to equip and enable businesses to build efficiency, negate global distances, save time and increase bottom lines worldwide, Flatworld has earned its stripes with a decade of satisfying customer experiences. Over 18488 customers and millions of dollars in increased client revenue, 3500+ efficient and enabled employees with a solution-centric leadership all to tell the story – A story of expanding possibilities.
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