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Home » Articles » How an outsourced medical call center supports a healthcare facility

How an outsourced medical call center supports a healthcare facility

Outsourcing has also become an increasingly popular strategic practice in the Healthcare sector. It helps healthcare establishments, especially medical specialists, to alleviate the continuous rise of costs of providing medical care and services.

A medical call center supports healthcare facilities in many ways. In turn, healthcare professionals can focus more on catering to the needs of the patients.

Medical call centers offer an array of services which we will be tackling in this article. Moreover, we will also be discussing the various uses and benefits of medical call centers in the healthcare field.

Outsourcing medical call center 

Compared to other types of industries, the healthcare sector also has a very competitive and fast-paced environment. Medical establishments typically have very busy day-to-day operations.

Today, medical providers are faced with challenges like maximizing the resources they have while providing optimal patient care. Outsourcing a medical call center is one viable solution for healthcare facilities to manage their financial health while optimizing existing resources.

The demand for medical call center outsourcing has blown up, especially during the COVID-19 pandemic. Healthcare practitioners turned to outsourcing as they can achieve better efficiency and flexibility in delivering quality services to their patients.

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In outsourcing a medical call center, medical professionals can contract out their non-patient care tasks to a third party. On top of that, they also have the option to farm out different services to local or offshore outsourcing companies.

Outsourcing medical call center

Medical call center services 

As mentioned earlier, a medical call center has a wide selection of functions. Medical call center outsourcing companies typically offer the following:

Insurance verification

Medical call center outsourcing companies often provide a one-stop solution that supports the patients’ overall insurance needs.

Insurance verification services may include:

  • Patient portfolio verification
  • Eligibility verification
  • Pre-authorization verification

Appointment setting 

Appointment setting services enable medical providers to manage their patient encounters effectively.

By outsourcing appointment settings, healthcare facilities can be able to mitigate their “patient no-shows” and keep track of their patient inflow.

Healthcare claims management

Contracting out this function lets medical establishments automate their claims management systems. This helps scrap out the possibility of claims denial or short pay caused by inaccurate claim records.

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Physician referral services 

Medical call center outsourcing companies commonly have a well-detailed database of specialty physicians and doctors. Through their physician referral services, patients reach out to their preferred facility or doctor to obtain information regarding their needed services.

Revenue cycle management

Medical call center outsourcing vendors can also help healthcare establishments in their billing cycle and overall revenue cycle management.

Medical call center agents keep close track of the money that is owed by patients from acquiring different healthcare services. They also send out reminders and notices to insurance companies or patients regarding their pending dues.

How a medical call center helps support the healthcare industry

Medical call center helps healthcare establishments in terms of the following areas:

Health insurance assurance  

On a regular basis, a huge part of patients’ interaction involves discussions regarding their healthcare insurance plans. This usually eats up a lot of medical professionals precious time.

Medical call center outsourcing companies have well-skilled and dedicated teams that can handle and manage insurance claims efficiently. Rest assured that agents are always up-to-date with the changes concerning insurance policies and protocols.

Achieve a stress-free appointment setting 

Outsourcing appointment setting helps healthcare providers streamline their patient appointment scheduling. More so, it allows in-house administrative employees to focus on other important tasks in the facility.

Through medical call center outsourcing, doctors can obtain accurate and detailed information regarding patients’ medical appointments.

Track and monitor patient satisfaction

Medical call center agents can also gather various information regarding a clinic or any healthcare establishment’s services.

In terms of patient satisfaction, medical call center agents can collect patient feedback like which areas in the services need improvement. Thus, all gathered data can help guide healthcare organizations in their decision-making.

How a medical call center helps support the healthcare industry

HIPAA compliance 

Part of a good medical call center company’s core competencies is to comply with the Health Insurance Portability and Accountability (HIPAA). This helps ensure robust security in protecting clients’ patients’ private and sensitive information.

Keeping patients’ private information secure and, at the same time, accessible has become pretty challenging these days. Healthcare providers must choose a medical call center outsourcing partner with strong security protocols.

Offers nurse triage services

Medical call center solutions can offer nurse triage services. They help patients evaluate their medical concerns without visiting an emergency department.

A triage nurse will assess the patient’s symptoms’ severity and advise on the appropriate course of action.

Healthcare call center services benefit patients with timely and appropriate medical advice. They also help a healthcare organization with operational efficiency and support optimal patient care.

Improved patient care

A lot of services that medical call center outsourcing providers offer are mainly repetitive and time-consuming tasks. Through outsourcing, medical professionals can focus more of their time, expertise, and attention on their patients.

On top of that, they are also able to attend to more patients each day as they are freed of other humdrum daily tasks.

Wanna know more about farming out work in the medical field? Read more here.

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Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

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