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Healthcare Call Center Solutions

Customer support to meet complex healthcare needs

When it comes to healthcare organizations, not just any contact center will do. Healthcare teams need contact center providers who understand your unique needs, are familiar with the healthcare industry, and offer high-touch, exceptional support for complex client concerns.

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Customer support to meet complex healthcare needs

Our comprehensive suite of services, powered by tech and perfected by our human experts, is designed to streamline your operations and enhance patient satisfaction. Whether you want to provide better customer service, make administrative processes seamless, reduce internal staff load, maximize cost-efficiency, reduce payment and billing timelines, or achieve other goals, our call center BPO and HIPAA-compliant customer service solutions can help you achieve your goals.

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Advanced technology integration

Vastly improve customer interactions with cutting-edge tools

24/7 availability

Your customers have full access to healthcare support, day or night

Multichannel Support

Meet your customers where they are, using the channels they prefer to use

Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.

epic logo

An approved BPO vendor for Epic EHR

At ROI CX Solutions, we know how important EMR integration is for the continuity and quality of our healthcare customer service. That’s why we’re proud to be an approved BPO vendor in Epic’s EHR system.

While we do not perform development work on EMRs, our Epic certification equips us to easily connect your Epic EHR system with our telephony systems, work within your EHR, and ensure seamless information flow and efficient support for your healthcare operations. We also have extensive experience working with other EMR/EHR systems, including Cerner, eClinicalWorks, Athena, and proprietary systems. Our team’s Epic certification and familiarity with major EMRs allow us to quickly train new agents, minimize the learning curve, and enable speedy onboarding.

We understand the challenges of the healthcare industry

Being a healthcare provider is complex enough work as it is, and that's before throwing patient communication and technical compliance issues on top of the already difficult tasks associated with quality patient care. With years of experience in outsourced patient support, ROI CX Solutions has first-hand knowledge of the unique difficulties that businesses in the healthcare industry face.

High call volumes and long waits

HIPAA and data security

Scheduling difficulties

Poor billing and payment experience

Just a few of our satisfied clients

You're in good company when you partner with ROI CX Solutions.

Healthcare call center solutions tailored to you

At ROI CX Solutions, we offer a wide variety of healthcare contact center and customer support services catering to both specialty and general practice needs, including:

Clinical staffing

Prescription refills

Prior authorization

New patient enrollment

Data entry

Full RCM support

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Benefits of healthcare call center services with ROI CX

By partnering with ROI for your healthcare call center needs, you gain access to an expert team of agents who are intimately familiar with your practice and can act as a seamless extension of your brand and services.

Reduced administrative burden

Outsourcing removes administrative burden from your internal team, reducing burnout and improving employee turnover levels.

Increased cost-effectiveness

Outsourcing administrative and customer service-related work provides more value for a lower price than hiring in-house, allowing your dollar to stretch further.

Ample scalability

Outsourcing some of your non-clinical operations and processes allows your internal team to focus on essential patient care while ensuring that patients are cared for every step of the way.

2 male doctors looking at reports and talking

A compliance-first contact center

Our reputable operations are also HIPAA, SOC 2 Type II, and ISO27001 compliant, making our services trustworthy and secure.

  • We’re ISO27001 compliant, the highest information security certification available. It’s globally recognized and provides a secure framework for handling sensitive information. It requires time, rigorous third-party auditing, and unbiased assessment of an organization’s security practices. It also demands regular risk assessment and mitigation strategies to proactively manage potential threats and is technology- and vendor-neutral.
  • Being HIPAA compliant means we protect patients’ private health information with strict data encryption, secure messaging, and thorough agent training. This allows you to focus on patient care with peace of mind. We’ll be an extension of your company, treating every patient like our own.
  • SOC 2 Type II (with HITRUST mapping) is an audit that evaluates a cloud-based service provider’s internal controls and processes around information security and handling. It typically takes place over six months to a year and assesses control design and efficacy. Our SOC2 Type II (with HITRUST mapping) compliance highlights our commitment to best information security practices, monitoring, and reporting.

How we work with and integrate into EMRs

At ROI CX Solutions, we specialize in seamlessly integrating with your EMR systems to optimize your healthcare operations. We can work out of and integrate with any existing EMR system you use, assisting with buildout, editing, and optimizing as needed for improved functionality and performance.

We pride ourselves on smooth integration through tailored planning, careful assessment, and rigorous compatibility testing. Our process enhances data accuracy and accessibility while maintaining HIPAA compliance and protecting patient privacy.

Our services

ROI CX Solutions provides a variety of related contact center services that can boost your customer experience, both within the context of healthcare and in other industries. Scale your operations with helpful services like:

Back Office Support

Revenue Cycle Management

Appointment Setting

Billing & Payment Support

SMS Support

Surveys

Male doctor and male healthcare administrator talking and smiling looking at a tablet

Why ROI CX?

At ROI CX Solutions, we know the unique challenges of healthcare communication. From managing insurance claims to scheduling follow-up appointments to coordinating care and prescriptions, our industry-leading solutions are here to make healthcare communication a breeze for you and your patients. When you work with our team, you don’t just get call center solutions, you get an entire team of trained professionals with expertise and experience in healthcare-specific customer service, ready and able to provide accurate, compassionate, and efficient support to your patients, providers, and members.

In addition, we know that in healthcare, one size never fits all. That’s why at ROI CX Solutions, we bring customized, flexible, and personalized services that meet your unique needs and those of your patients. We specialize in white-glove, high-touch customer service and BPO solutions, so your customers can experience the best-of-the-best of customer care. Our team of experts is trained to listen, understand, and tailor our support to meet each individual where they are, providing consistent, compassionate, and efficient care. In doing so, we not only serve you and your stakeholders but also strengthen your brand and build lasting, trust-based relationships for better patient care and outcomes.

                   

How ROI CX supports healthcare partners like you

See how we transformed CX and increased revenue and patient outcomes for a premier healthcare system that improved  Speed to Answer by 99.7%, a 75% reduction in No Show Rate &  an 800% growth in team size.

Read the Full Case Study

Healthcare call center services FAQ

What are BPO healthcare services?

Healthcare BPO refers to any time a hospital, clinic, or other healthcare organization hires an outside company to handle some aspect of business operations. These operations can include things like billing, coding, staffing, data processing, customer service, and more.

What are the benefits of healthcare BPO?

Business process outsourcing in healthcare has many benefits. For example, healthcare outsourcing helps to reduce costs and increase efficiency within the organization, while also reducing administrative work internally. BPO can also allow healthcare organizations to grow more sustainably and combat internal burnout.

What is a healthcare call center?

A healthcare call center, also called a contact center, is a third-party company that handles patient calls, emails, texts, and more on behalf of a medical clinic, hospital, pharmacy, or other healthcare organization. These call centers can manage inbound or outbound communication, or both, and help to streamline customer service, billing, and other tasks.

What should I look for in a healthcare call center?

A good healthcare call center provider should have ample experience working with similar healthcare organizations. Healthcare customer service and support are highly complex, and support agents should be trained in healthcare processes, policies, billing codes, and so on. In addition, all healthcare contact centers should follow HIPAA regulations and have strong cybersecurity measures in place for the utmost patient privacy.

You’ll also want to look for a call center that’s versed in the technology you already use. Seek out a provider capable of easy integration with your EMR/EHR system, as this is essential for operational efficiency and HIPAA compliance. Providers with Epic certification or familiarity with other EMRs can offer added benefits, such as faster training and onboarding and a reduced learning curve.

Tech stack

We utilize a full stack of customer service and support solutions, including:

Reviews

They helped us improve our service to both our residents and prospective residents. Their agents professionally handle our resident maintenance hotline 24/7 and prospective resident leasing. Our maintenance technicians get accurate service orders, which means repairs are completed more efficiently and they do a fantastic job qualifying and scheduling prospective residents.

- Devin

ROI CX Solutions has won over our team, and more importantly, our customers! Our customer satisfaction scores are higher than they’ve ever been, and our customers are sending positive feedback all the time. It has made all of the difference for them.

- Andy

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Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.