Healthcare Call Center Outsourcing: Patient Calls Handled by Your Own Team

A healthcare call center with us is a group of full-time team members hired for your account, trained on your protocols and scripts, and managed by a team lead on the same shift. They take your inbound patient line and work your outbound lists from our Cebu office, logged in to your phone system, scheduling platform and EHR through accounts you issue. The queue, the scripts, the quality bar and the people are yours.

It fits a revenue cycle company running patient contact for its practices, a health system or specialty group with one central scheduling line, and a health-tech company with a patient-support load. The wider healthcare work, from claims to coding, is on our healthcare support page.

An IT services firm has stayed with us since 2014, with customer-satisfaction scores up 25%+ (Clutch, 5.0). Read every review on our Clutch profile.

We hire for the billing line separately, with at least a year of voice experience in patient accounts receivable or medical billing. These specialists take inbound and outbound calls about patient accounts: they explain a statement in plain terms, answer questions about balances and charges, walk a patient through the payment options and plans your policy allows, and document every interaction in your system.

Your policy sets what may be offered on a balance and what goes to a supervisor. On a surprise bill or a cost estimate, the team answers from your policy and the consumer protections CMS explains on its medical bill rights page, and escalates anything outside the script. Payer-side work, from claim status and denials to coding, is a different team: see medical billing and coding and our revenue cycle management page.

Specialty groups give the team the referral queue: log the referral, confirm the referring provider's order and the authorization status, request the records and imaging the visit needs, call the patient to book and explain the first visit, send and chase the new-patient packet, and update the referral's status in your system. Records requests sit in the same queue under your release-of-information policy.

We staff English and Spanish. Our patient accounts receivable team includes a Spanish bilingual role, hired for fluent spoken and written Spanish and English; the team member takes the call in the patient's preferred language and keeps all account notes in English.

We hire the people. You run the queue.

We recruit against your job descriptions, run the assessments and background checks, employ each healthcare specialist under Philippine labor law (DOLE-compliant), pay salary and benefits, provide the workstations in our Cebu Business Park office, and put a team lead on your shift to handle attendance, coaching, coverage and call quality.

You set the lines, the hours, the protocols per practice, the scripts, the payment policy and the escalation paths. You tell the team lead what to change, the way you would with a team down the hall.

Our team members are experienced under client BAAs, supporting HIPAA-regulated workflows under client compliance frameworks. A team that schedules your patients and discusses their balances handles protected health information, which under the HHS business associate guidance makes us your business associate (or a subcontractor, for a revenue cycle company). We work under your BAA; the HHS sample business associate agreement provisions show what the contract covers.

In practice the team works in your systems, with the access you grant, under your policies. You create the phone, scheduling and EHR accounts and can remove access at any time; patient data and call recordings stay in your platforms under your retention rules. Confidentiality is a written duty in every healthcare role we post, and every candidate passes background verification before you meet them (see thorough employee vetting).

1. Map the queues and the access. On the first call we list the lines, the hours, the protocols per practice, the platforms, the BAA and the access scope your compliance officer signs off on.
2. We recruit and screen. Scheduling roles draw on Nursing, Medical Technology, Radiologic Technology and allied health graduates; billing roles need a year or more in patient accounts receivable or medical billing. You interview the finalists on video, during the shift, and choose who joins.
3. Train on your protocols, in your systems. The team learns your scripts, scheduling rules, payment policy and escalation paths before a live call.
4. Go live with a team lead and a weekly review. The team lead manages attendance, the queue and call quality on your shift, covers lunches and sick days, and sends you a weekly review.

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.

A medical answering service sells calls: shared operators take a message from a script, and the practice pays per call or per minute. A dedicated healthcare call center team works only for you, during your business hours, inside your systems, so they book the visit instead of taking a message about it. Choose the dedicated team when the problem is the daytime queue; keep an answering service for nights and weekends.

Pricing starts from $1,500 a month for each full-time healthcare specialist, all-in: salary, benefits, workstation, facility, supervision and HR, with no per-call or per-minute fee. The person who learned your protocols in month one is still on your line in month twelve.

On the salary line alone, clients typically save 53 to 70 percent against a comparable US hire. The salary is only the first line of the real cost. A $45,000 salary is closer to $80,000 once you add payroll taxes, benefits, equipment, recruiting and manager time. A managed team member in our Cebu office costs about a quarter of the fully loaded cost of the same US hire and, with our management on the floor, gets about twice as much done: twice as productive at a quarter of the cost.

Start with one healthcare specialist and add the next as the lines grow. The workstations sit in our Cebu Business Park office (see our facilities). Call 1-888-356-8024 with your lines and your hours, or send the form.

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.

A $50M e-commerce distributor moved support offshore in 2019 and freed its internal staff for higher-value work (Clutch, 5.0).

One of our support accounts handles calls about gas masks, where a wrong answer can hurt someone. A patient line carries the same weight: the team answers from your protocol and escalates anything outside it.

Our founder, Chris Rush, has run a US eCommerce business since 2001 with its support teams in this same Cebu office, and buys the service on this page the way you would.

On the call we take your lines, your systems, your hours and the access scope your compliance officer needs.

Then you review candidate profiles, interview the finalists on video and choose, and training on your protocols starts once you have.

From $1,500 a month per healthcare specialist, all-in. Call 1-888-356-8024 or send the form.

We reply within one business day.

Staff Outsourcing Solutions, US office: 1738 N Gregory Drive, Nixa, MO 65714. Cebu: 7F MDCT Building, Leyte Loop, Cebu Business Park, Cebu City, 6000 Philippines.