Parts of this overview were taken from a recent Blog post by

In a recent article by discusses the basics of call center outsourcing for healthcare organizations. As the healthcare landscape changes with the rollout of the Affordable Care Act, call center outsourcing makes perfect sense for health care organizations that need the flexibility to shift and evolve their staffing to meet service level requirements and HIPAA compliance. Outsourcing allows you to focus your energies on your core competencies while also reducing costs, providing staffing flexibility and access to specific health care skills.

There are many call center outsourcing vendors from which to choose from with different levels of skils and technologies. You may find one that has state-of-the-art technology but is less than a state-of-the-art service provider. Or you may find exceptional call center infrastructure but the agents don’t have the appropriate skill sets, compliance or licensing requirements.

That’s why it’s imperative to do extensive due diligence to avoid the pitfalls of outsourcing. You’ll avoid hiring a vendor that may not suit your specific needs and thereby not meet your expectations or regulations.

There are many call center outsourcing companies out there, so when researching healthcare outsourcing companies, it is important to consider several factors. You will want to make sure that the company you are evaluating has substantial healthcare industry experience. That may seem obvious on the surface. However, you’d be surprised at how many out there from the surface look like experienced healthcare call centers but when you dig a bit deeper they don’t exhibit a sure-fire understanding of the intricacies of the health care industry.

What’s more, it’s crucial that the healthcare company you entrust with your business has worked within your specific area of the healthcare industry such as with major HMOs and pharmaceutical companies. Also be sure they have experience with licensed and non-licensed health insurance agents handling member acquisition such as telesales, telemarketing, and inbound member sales and service.

You’ll also want to go with an outsource call center that has a long term track record of success providing the healthcare services you require with many references. For example, a pharmaceutical company might require licensed healthcare agents working for them as well as it being HIPAA compliant. These service providers will ensure that the service they provide is of the highest quality.

Types of calls that are easily outsourced to healthcare call centers include:

  • Surveys for physicians, hospitals, and patients.
  • Win back and retention programs.
  • Clinical trials and drug launches.
  • Class registration and patient scheduling.
  • Health plan update notifications and database updating.
  • Pharmacy support.
  • Information request handling 24/7 days a week.

Call center outsourcing to a dependable healthcare call center will minimize costs and maximize quality, consistency, and accountability.

Some additional benefits of outsourcing include:

  • Customer acquisition will be enhanced
  • Labor costs will be cut
  • Ramp-up time will be decreased
  • Time to market will be decreased

When you hire a qualified healthcare call center referral and advisory service, you can be assured of receiving world-class advice along with a wealth of call center partner options that will serve you well in the long term. You will save an enormous amount of time and your overall performance will be optimized, which, in turn, will improve the all-important bottom line.

OUTSOURCE CONSULTANTS is a call center referral and advisory firm that helps healthcare companies find the call center and BPO outsourcing solution that is the best fit based upon your requirements. We will save you significant time and help minimize your risk when switching or selecting a new healthcare call center partner.

OUTSOURCE CONSULTANTS provides this service to help companies with their call center outsourcing initiatives. Our consultative approach allows us to find the best call center that is best aligned with our client’s goals and objectives. Our consulting team is available to help you manage your outsourced and/or in-house contact center needs. Our nearly 20 years of outsourcing industry experience allow us to identify and implement solutions that help your organization save time in finding an outsource partner that will deliver immediate results and help you gain efficiencies.

We will recommend a call center with expertise in the healthcare market to ensure the success of your call center or BPO outsourcing initiatives. There is never a fee for our consultation and recommendation of an appropriate healthcare call center based on your requirements. We work with a wide variety of leading, professional call center agencies from around the world. 952-303-2478.

About the author: NLein