Healthcare BPO Services: Streamline Operations and Enhance Patient Care

24/7 Patient Support

Delivering round-the-clock assistance to patients and their families.

• Minimizes call wait times and ensures prompt, compassionate service.
• Extends support beyond standard hours to maintain continuity of care.
• Enhances patient satisfaction with reliable, always-available help.

Feedback & Complaint Management

Structured systems for capturing and addressing patient feedback.

• Collects and analyzes feedback to identify service improvement areas.
• Enables effective complaint tracking and resolution.
• Maintains high standards in patient experience and care quality.

Billing Support

Streamlined management of patient billing and insurance processes.

• Processes billing records with speed and accuracy.
• Manages insurance claim submissions to reduce delays and rejections.
• Assists patients with billing inquiries, payments, and charge explanations.
• Improves financial performance through efficient revenue cycle support.

Appointment Scheduling & Reminders

Reducing no-shows and administrative workload through automation.

• Manages scheduling and rescheduling of appointments.
• Sends reminders via SMS, email, or voice calls.
• Integrates with Electronic Health Records (EHR) and scheduling platforms.

Emergency Call Handling

Fast, focused support for critical and urgent cases.

• Uses smart routing to prioritize emergency calls.
• Directs cases to appropriate personnel for immediate action.
• Strengthens hospital emergency readiness and response time.

Doctor & Department Call Routing

Ensures efficient, accurate call transfers to the right medical contacts.

• Directs callers to the correct physician or department with minimal delay.
• Reduces wait times and improves patient communication flow.
• Supports automated directory systems for smoother navigation.

Level 1: Frontline Healthcare Support (General Inquiries & Basic Assistance)

The first point of contact for patients needing general assistance, including appointment scheduling, insurance inquiries, or basic billing questions.

• Answer basic patient queries related to appointments, billing, insurance coverage, and office hours.
• Assist with appointment scheduling and reminders.
• Provide general information about healthcare services and support.

Level 2: Specialized Healthcare Support (Insurance Verification, Billing Issues, & Appointment Management)

Handles more specialized issues such as insurance verification, billing disputes, or complex appointment management. 

• Verify insurance coverage and assist with insurance claims or billing inquiries.
• Resolve issues related to outstanding balances, patient billing statements, or discrepancies.
• Handle complex appointment scheduling or rescheduling requests.
• Provide support for pre-authorizations and referral processing.

Level 3: Expert Healthcare Support (Emergency Cases, Critical Issue Management, & Case Escalation)

Manages high-priority or sensitive patient cases, such as emergencies, case escalation, and critical care management.

• Handle emergency calls and ensure that patients are directed to the appropriate healthcare professional or department.
• Resolve critical billing or insurance issues requiring escalation and provide resolution for complex cases.
• Manage VIP patients or high-priority cases that require personalized attention and care.
• Coordinate with internal teams (e.g., doctors, specialists, insurance providers) to ensure optimal service delivery and care.