Healthcare BPO in the Philippines, done by a team you can name
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A dedicated healthcare BPO team in the Philippines is a group of full-time employees of Staff Outsourcing Solutions assigned only to your account. They sit together in our Cebu office, log in to your scheduling, billing and EHR systems through accounts you control, and report to a team lead on the same shift. You know each of them by name, and the specialist who learned your payer mix in month one is still on your account in month twelve.
The model fits revenue cycle companies, billing offices, multi-site practice groups, health systems and health-tech companies. Our founder, Chris Rush, hired a Philippine BPO in 2010 and it did not work, so Staff Outsourcing Solutions opened its own office in Cebu the same year and has run teams for US companies from there for 15 years.
What we handle and what you handle
We recruit, employ, pay, house and supervise your healthcare team: the postings and the screening, the employment contract and payroll under Philippine labor law, benefits and HR, the workstation and the office in Cebu Business Park, and a team lead on the shift who handles attendance, coaching and the daily queue.
You set the work: your protocols and scripts, your scheduling rules and payer mix, your systems and the access each role gets, your priorities and your quality bar. You direct the team as you would your own billing office, in your tools, with your reports. Clinical decisions, coding sign-off and anything that needs a US license stay with your staff.
What our healthcare teams handle today
Our healthcare teams fill these three roles today for a United States healthcare revenue cycle company and the hospitals and practices it serves; the details come from our own postings.
Patient scheduling and appointment setting
Healthcare specialists book appointments and procedures by each practice's protocols, matching the patient's concern to the right specialty or provider. On every call they screen and update demographics, verify the payment method (Medicare, commercial insurance or self-pay), confirm the referral and any authorization before the slot is booked, and tell the patient what to bring and what to pay, documenting every call in your system. We recruit these specialists from Nursing, Medical Technology and Radiologic Technology programs, so medical terminology is not a training hurdle.
Patient accounts receivable
Patient accounts receivable specialists take inbound and outbound calls about patient balances, statements and charges. They explain a bill line by line in plain terms, walk through payment options and document the account update. We hire for this role with at least a year of voice experience in patient accounts receivable or medical billing. One line on the team is bilingual: a Spanish-speaking specialist takes the call in the patient's preferred language and keeps the account notes in English.
Medical claims and denials
Insurance claims specialists work provider-side medical claims from submission to payment in your billing system. They track outstanding claims, contact payers by phone, portal and correspondence for claim status and the reason behind a delay, find the cause of each denial, correct and resubmit or appeal, and escalate discrepancies to your team. We hire for this role with at least a year of provider-side medical claims experience and hands-on denial processing; life, auto, dental, DME and pharmacy claims experience does not qualify.
For coding and claim submission, see medical billing and coding; for a front desk that answers the phone for a practice, our virtual medical receptionist page.
Compliance: how the work stays inside your rules
Who carries the HIPAA risk is the first question a compliance officer asks. Our team members are experienced under client BAAs, supporting HIPAA-regulated workflows under client compliance frameworks. There is no HIPAA certification a vendor can hold; what exists is the business associate agreement and the controls behind it.
- The BAA. Under HHS guidance on business associates, a vendor that handles protected health information on a covered entity's behalf, including billing, is a business associate and works under a BAA; a subcontractor carries the same obligations. We work under your BAA, or a subcontractor BAA if you are a revenue cycle company serving providers. The required terms are in 45 CFR 164.504(e), and HHS publishes sample business associate agreement provisions your counsel can start from.
- Your systems, your access. The team works in your scheduling, billing and EHR platforms through accounts you issue, with the permissions you choose, and you can change or remove that access at any time. Patient data is not copied to local machines.
- Confidentiality is part of the job. Every healthcare posting we run lists keeping patient and account information confidential as a duty of the role, and team members sign an NDA for the account.
- Vetting and the facility. Every candidate passes a skills assessment, an interview with the account manager and a third-party background check before you meet them (thorough employee vetting, employee profile and background check). The work happens on-site in our Cebu Business Park facility, never from home, with CCTV over the production area.
Your compliance officer reviews the access scope and the BAA before go-live; we walk through both on the first call.
Why the Philippines, and why Cebu
- English. English is an official language of the Philippines and the language the nursing and allied health programs are taught in, so a specialist explains a balance to a patient in Ohio without a translation step.
- A healthcare graduate pool. Our scheduling postings are open to Nursing, Medical Technology, Radiologic Technology and other allied health graduates and undergraduates; for AR and claims we hire people with a year or more in the work.
- US hours. Cebu is 13 hours ahead of US Central time (14 in winter). Our healthcare teams work the night shift, Monday to Friday, so a 9 AM start in Chicago is 10 PM in Cebu.
- Cost. 53 to 70 percent off the salary line; the numbers are in the next section.
We have run dedicated teams for US companies from Cebu Business Park, a business district with Fortune 500 tenants, since 2010. The company is SEC-registered and DOLE-compliant, with a US office in Nixa, Missouri. Thousands of employees across a multi-shift, multi-floor operation mean your team can grow from three specialists to thirty under the same team lead. Our facility has a full building generator for backup power. We have multiple redundant internet services running on separate undersea cables with direct routes to the US and beyond. This allows us to have reliable, low-latency service for our clients. See our facilities and outsourcing to the Philippines.
7F MDCT Building, Leyte Loop, Cebu Business Park, Cebu City, 6000 Philippines. US: 1738 N Gregory Drive, Nixa, MO 65714.
What it costs
From $1,500 a month for each full-time healthcare specialist, all-in. One monthly rate covers salary, benefits, the workstation and the facility, supervision by a team lead on the shift, recruiting and HR, with no per-claim, per-call or per-appointment fee.
Clients typically save 53 to 70 percent on the salary line against the same US hire, and the salary line is the smaller part of the gap. A $45,000 US billing salary is closer to $80,000 once you add payroll taxes, benefits, equipment, recruiting and manager time. A managed specialist in our Cebu office costs about a quarter of that fully loaded cost and, with our management on the shift, gets about twice as much done: twice as productive at a quarter of the cost.
Start with one specialist and add more as the work grows. Call 1-888-356-8024 with your job description and hours, or send the form.
A $50M e-commerce distributor moved support offshore in 2019 and freed its internal staff for higher-value work (Clutch, 5.0).
No setup fees, no screening fees, no long-term contract and no minimum team size: start with one team member and add more as the work grows.
How we build your healthcare team
- You define the roles and the access. On the first call we take your job description, your queues, your protocols, systems and hours, the BAA, and the access scope your compliance officer will sign off on.
- We recruit and screen. We hire from the healthcare graduate pool for scheduling and from experienced AR and claims people for revenue cycle work. Each candidate passes a screening call, a skills assessment, an interview with the account manager and a background check. Our rule of thumb is 200 interviews to 1 hire.
- You interview the finalists and choose. You meet the shortlist on video with your own team and decide who joins your account.
- We onboard on your protocols and go live with a team lead. The team learns your scheduling rules, payer mix, scripts and escalation paths in your systems. A team lead on the same shift runs attendance, quality and the queue while you direct the work, with a weekly review of volumes, quality and aging.
Most roles start in 2 to 4 weeks, depending on the role. Every account has an account manager, every team member works 100 percent onsite in our Cebu office, and if someone leaves, we recruit the replacement and you interview the next shortlist.
What goes wrong with healthcare outsourcing, and how we avoid it
Four failures cause most of the bad stories; each has a fix.
- Work from home. A billing specialist on home internet and home power, with a second job on the side, is a failure waiting to happen. Our teams work on-site in Cebu Business Park, on monitored workstations.
- A shared pool. When the same agents serve six clients, nobody knows your payer mix. Your team works only your queues.
- A manager who never wanted the rollout. An offshore team that reports to someone who sees it as a threat is starved of answers. Name an owner on your side who wants it to work, and give our team lead a direct line to that person.
- A vague job description. "Help with billing" produces a bad hire anywhere. We write the posting from your actual queue, systems and hours, and screen the finalists against it.
Cheap outsourcing is the most expensive thing you will buy.
Frequently asked questions
From $1,500 a month per full-time specialist, covering salary, benefits, workstation, facility, supervision and HR. On the salary line alone, clients typically save 53 to 70 percent against a comparable US hire, and you can start with one specialist.
Healthcare BPO (business process outsourcing) means an outside company hires, trains and manages the people who carry your administrative and patient-facing work: scheduling, insurance verification, AR follow-up, claims and denials. With us, that team is dedicated to your account and works in your systems.
English is an official language and the language of instruction in the health programs, the nursing and allied health graduate pool is deep, the night shift lines up with US business hours, and a specialist costs 53 to 70 percent less on the salary line than the same US hire.
HIPAA compliance belongs to the covered entity and flows to its vendors through a business associate agreement; there is no HIPAA certification a vendor can hold. Our team members are experienced under client BAAs and support HIPAA-regulated workflows under your compliance framework: in your systems, with the access you grant, under your policies.
The repeatable, protocol-driven work: scheduling, insurance verification, referral and authorization checks, patient balance calls, payer follow-up, denial research and appeals, billing inquiries, records requests and EMR data entry. Clinical decisions, coding sign-off and anything that needs a US license stay with your staff.
Yes. Our healthcare teams work the night shift in Cebu, Monday to Friday, which is the US business day.
Yes. The team works in the platforms you already use, through accounts you issue with the permissions you choose; nothing moves to a system of ours.
Yes. Our patient accounts receivable team includes a Spanish bilingual line: the specialist takes the call in the patient's preferred language and documents the account in English. To add a bilingual line to your team, call 1-888-356-8024.
Most roles start in 2 to 4 weeks, depending on the role. If someone leaves later, we recruit the replacement and you interview the next shortlist, with no setup fees and no long-term contract.
Ready to meet your first healthcare specialist?
On the call we take your job description, your queues, your systems and your hours, and we walk through the BAA and the access scope with your compliance officer.
Then you get candidate profiles, you interview the finalists on video, and onboarding on your protocols starts once you choose.
From $1,500 a month, all-in. Call 1-888-356-8024 or send the form.
We reply within one business day.
Our 3-step process
We help businesses find the right talent to strengthen operations, connecting you with skilled professionals aligned with your goals to drive efficiency and growth.
Consultation
We analyze your needs, challenges and objectives.
Tailored Solution
We design a customized plan that aligns with your goals.
Ongoing Support
Our team provides continuous assistance and optimizations to ensure efficiency.
Our solutions are tailored to meet the needs of diverse industries, including:
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