Managing patient calls is one of the biggest daily challenges for medical practices. It can be difficult to keep up with the volume. Between scheduling, patient questions, and follow-up calls, staff can quickly fall behind. Long hold times and missed calls frustrate patients, which impacts your reputation.
That’s where healthcare call center companies come in. They handle patient calls so your team can focus on in-office care. These companies help practices stay on top of calls and improve patient satisfaction.
What Do Healthcare Call Center Companies Do?
Healthcare call center companies manage inbound and outbound calls for all types of practices. They act as an extension of your office, ensuring patient calls are answered promptly and handled professionally.
Inbound Call Services
Many practices struggle to keep up with high call volumes. This can often lead to long wait times and missed calls. Healthcare call center companies can step in to help you handle:
- Appointment scheduling
- Patient questions
- Prescription refill requests
- Call routing
Smaller practices may rely on the front desk team to juggle in-office patients and constant phone calls. Larger practices may have a call center staff but struggle to hire and retain qualified staff. Outsourcing these tasks means every patient gets the attention they need.
Outbound Call Services
Call centers don’t just answer calls—they also proactively reach out to patients. Outbound call services include:
- Patient recall calls to schedule overdue appointments
- Appointment confirmations and reminders to reduce no-shows
- Follow-up calls after procedures or hospital stays
- Billing and payment reminders
These services can help improve patient care, reduce no-shows, and ease the load on your team.
How Do Call Center Companies Work with Your Practice?
Outsourcing to a healthcare call center company is simple. Here’s how they fit into your practice:
1. Call Routing and Customization
Your practice sets up specific guidelines for how calls should be handled. The outsourced team will be trained to your protocols, just as an in-house employee would. They’ll learn to schedule, answer FAQs, and direct calls to your specifications.
2. Connect to Scheduling Systems
Most healthcare call center companies integrate with your practice’s scheduling software. This allows them to book, cancel, or reschedule appointments in real-time. This prevents double booking and ensures accuracy.
3. HIPAA-Compliant Communication
Call centers handle sensitive patient information. The best outsourcing companies will follow strict HIPAA guidelines. Secure systems and trained staff ensure that all patient interactions remain private and compliant.
4. Professional Training and Support
Outsourced call center staff are trained in healthcare-specific communication. This ensures patients receive clear, professional support. They’ll follow your practice’s protocols, providing a seamless experience.
Why Practices Choose to Outsource Call Center Services
Many practices find that outsourcing call management improves efficiency and patient satisfaction. The key benefits include:
- Fewer Missed Calls – Patient calls get answered quickly, preventing them from hanging up and finding another provider.
- Less Work for Staff – Your in-house team can focus on in-office patients instead of being tied to the phone.
- Better Patient Experience – Faster response times and proactive follow-ups help keep patients happy.
- Cost Savings – Hiring, training, and managing in-house staff for call handling is expensive. Outsourcing provides professional support without the added overhead.
A Smarter Way to Manage Patient Calls
A medical call center must work to ensure that every patient call is answered quickly. But that’s not always possible. Outsourcing to a healthcare call center company takes the burden off your staff. Whether you need one additional employee or an entire team, outsourcing helps you stay on top of your calls.
Oclinicals provides professional call center services to support all types of healthcare practices. We’ll handle incoming and outgoing calls so your staff can focus on what they do best—providing excellent care to patients.
Contact us today to schedule a free consultation!