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Lower overhead costs, improved patient engagement, workforce optimization, and more similar healthcare call center benefits are no longer advantageous. As a medical service provider, you need real insights that can support you make intelligent decisions and help you tap into the USD 419.7 Billion industry.
Through the experience of healthcare call center experts, we’ve uncovered and curated the hidden benefits of a healthcare call center. This isn’t some generic list, but a complete comprehensive knowledge base. Whether you’re a provider or a payer, this blog is for everyone looking to understand the leverages offered by outsourcing healthcare BPO services.
Understanding Healthcare Call Center Benefits Drives Smarter Decision-Making
Understanding the benefits of healthcare call centers is not limited to knowing about financial and operational outcomes. It’s a crucial element that drives clarity and value to your decision-making procedure. Now, this decision-making can be associated with any of the healthcare call center tasks in different aspects, such as:
- Selecting a healthcare call center and BPO services provider
- Choosing the right healthcare BPO services from a partner
- Mitigating the risks from your healthcare call center operations and more
Now, let’s have a detailed look at how a medical service provider and a payer make accurate decisions when they know the benefits of a healthcare call center.
1: Cost Saving and ROI
Providers and payers efficiently assess whether outsourcing services like billing, insurance verification, and medical coding will reduce overhead costs. It led to making informed decisions about resource allocation and reducing the need for in-house support teams for better ROIs.
2: Improvement in Operational Efficiency
Outsourcing services helps payers and providers to focus on non-clinical and administrative tasks. By knowing the advantages, payers, and providers can make decisions about which healthcare BPO services to outsource to optimize billing lag, rejection rates, and no-show rates.
3: Compliance and Fraud Issues
Healthcare providers and payers are always at risk of non-compliance with HIPAA, HITECH, and other standards. With the help of clear healthcare call center benefits, they can decide how outsourcing certain functionalities like claims validation and data management will save them from heavy penalties.
4: Scalability and Flexibility
During health crises and seasonal fluctuations, healthcare organizations face unexpected burdens. The knowledge of call center benefits can support the evaluation of handling additional loads without overwhelming internal teams and extending their budgets.
5: Customer/Patient Satisfaction and Retention
Patient satisfaction is paramount metric for both medical service providers and payers, as it impacts retention and loyalty. Outsourcing benefits supports in improving the customer experience by ensuring prompt responses to calls, emails and chats, quick claims processing, and higher satisfaction levels.
The Advantages of a Healthcare Call Center for Providers and Payers
Payers and providers are the two key stakeholders of healthcare industry and the call centers benefits them both. Healthcare contact centers offers automation, AI, administrative and non-core services, that aids the providers and payers in the following ways.
Healthcare Call Center Benefits for Providers
Every medical service provider, ranging from individual practitioner to large healthcare organization can leverage the following benefits of healthcare call center.
1: Enhanced Revenue Cycle Management (RCM)
Quick claims processing, accurate billing documentation, and improved cash flow are the top benefits of healthcare call center for medical service provider. The outsourced partner takes care of all your administrative and non-core operations, from appointment scheduling to billing and collections.
Numerous mid to large healthcare organizations are availing of RCM outsourcing services, due to which the industry is growing at a CAGR of 15% with an expected valuation of USD 110.7 billion. In addition, the healthcare services provider, ensure compliance with HIPAA and HITECH to help you prevent legal chargebacks.
2: Reduced Billing Errors with Fraud Management
Among the benefits of healthcare call centers, reduced billing and fraud are ranked at the top for medical service providers. The contact centers with AI, ML, and trained staff capabilities ensure that all the documents and details are verified before any procedures are rendered. In addition, they cross-verify each information with the latest regulations, whether it’s coding, billing, or claims submission.
As a result, a provider prevents fraud at their end, increases their revenue, and eliminates disputes with third parties. Moreover, a strong and positive relationship gets established with all the stakeholders, including patients and payers.
3: Reduction in No-Show/Appointment Cancellation Rate
Outsourced healthcare BPO services have all the resources, technology and strategies to achieve a no-show rate of less than 5%. All the services are in regard to streamline patient appointment scheduling, and ensure no more patient no-show.
The top challenges solved by healthcare call centers are as follows:
- Overscheduling: Healthcare call centers sync their operations with the availability of doctors and other resources at your medical organization. Only the defined number of patients are scheduled for the day.
- Language barrier: The multilingual agents seamlessly communicate with all kinds of patients to ensure an accurate exchange of information.
- Limited relationship with patients: Call centers offering healthcare BPO services frequently follow up with patients to ensure their presence for the appointment.
- Lack of technology and communication channels: Outsourced service providers have all the necessary technologies, like AI-powered intelligent tools, automated workflows, and omnichannel strategies, to help you enhance efficiency, CSAT, NPS, and ROI.
4: Quick Scalability During Peak Hours
In the healthcare business, experiencing fluctuations is quite common, whether it’s because of flu season, health emergencies like COVID-19, or changes in healthcare policy. During such scenarios, medical service providers are required to focus on patient care instead of non-core activities.
In such instances, outsourced call centers play a key role. You avail of all the benefits of healthcare call centers, such as automated scaling of support resources and high-quality support services without overwhelming the internal staff. Additionally, the claims processing also runs smoothly, as contact centers have RPA and AI processes in place.
Healthcare Call Center Benefits for Payers
Whether it’s a payer from private or public industry, outsourcing call center services leverage them all with the following advantages.
1: Faster Claims Processing
In the healthcare sector, payers are responsible for processing claims. However, errors and inaccurate documentation delay the process, which impacts their CSAT score as well as their relation with the hospitals. Outsourcing healthcare BPO services helps the payers improve their entire workflow and ensure:
- Reduced backlogs
- Accurate documentation
- Quick claims processing
- Reduced payer rejection rate
Additionally, McKinsey & Company also states that outsourcing claims processing reduces rejection rates by 30% and offers a better cash flow and fast reimbursements.
2: Accurate Insurance Verification and Preauthorization
Verifying patient insurance details and obtaining preauthorization is a highly crucial task for medical payers. This entire procedure consumes a lot of time, effort, and resources, and even a minor discrepancy in it can cause financial loss.
But, with outsourced healthcare call centers and BPO services, payers don’t have to fret about it. The outsourcing partner like ContactPoint360 has all the resources to streamline this process with assurance of the following:
- Accurate insurance verification
- Timely preauthorization
- Minimal billing lags, resolved within 48 hours
- Increase in medical provider and patient satisfaction
3: Improved Fraud and Risk Management
According to NHCAA, every year USD 54 Billion gets stolen in healthcare billing frauds. Most of the time, individuals associated with such crimes flee away, but payers and providers get stuck to pay the processed amount. Due to this, the payers face financial and reputation loss.
By outsourcing, payers receive the healthcare call center benefit of detecting and mitigating such fraud beforehand. The call centers are equipped with AI-based, machine learning and other advanced technologies to flag potential fraud before it becomes larger issue.
Additionally, outsourcing healthcare BPO services also improves payer-provider coordination. Also, insurance firms save on fraud investigation costs.
4: Optimized Customer Service and Retention
The Grand View Research discovered that the healthcare BPO services industry is projected to grow at a CAGR of 6.9% until 2030. The main reasons behind this exponential growth are improved patient satisfaction, decreased operational costs, and high-quality healthcare service.
If you, as a medical payer, outsource healthcare call center services, you will definitely leverage the:
- 4.7/5 customer satisfaction score
- 24/7 omnichannel and multilingual support for customers
- Up to 15% improvement in customer retention
With such positive growth, your insurance firm can efficiently increase its momentum to edge down the competitors and gain market dominance.
Eliminate Errors, Delays, and Lags—Transform Your Healthcare Operations with ContactPoint360 BPO Services Today!
A Quick Breakdown of Healthcare Call Center Benefits
Let’s have a quick rundown of all the benefits of a healthcare call center for medical service providers.
| Providers | |
|---|---|
| Benefits | Impact |
| Improved Revenue Cycle Management | Faster billing, minimal billing lag, and quick collections |
| Reduced Billing Errors & Fraud Management | Accurate claims, loss prevention, and reduced billing errors |
| No-Show Rate Reduction | Increased appointment attendance, less than 5% no-show rate, and doctoral staff satisfaction |
| Scalability | Ability to handle fluctuating call volumes |
| Payers | |
|---|---|
| Benefits | Impact |
| Faster Claims Processing | Quick claims approval, fewer rejections, and seamless processing |
| Reduced Rejection Rates | Faster service approvals and less than 5% claims rejection |
| Accurate Insurance Verification & Preauthorization | Reduced financial risks, better provider relationship and proactive fraud management |
| Improved Customer Service & Retention | Up to 4.7/5 CSAT score, 98% NPS, and better policyholder retention |
Conclusion
Outsourcing healthcare call center services benefits both medical providers and payers. For providers, it improved the RCM, reduced billing lags, and optimizes patient scheduling. On the other hand, it helps payers with fraud management, verification, and payer rejection rate. These hidden benefits demonstrate that outsourcing is not just another trending approach but a real game-changer for healthcare organizations.
And, if a healthcare enterprise really wants to transform its operations, then always prefer experts like ContactPoint360, where services, technology, and results are of the utmost standard.
In addition, IoT is a top customer experience trend in every industry, as it offers:
Achieve <5% No-Show and
91% First Call Resolution—Experience
the ContactPoint360 Advantage!
FAQs
How does outsourcing healthcare call center services optimize patient satisfaction?
How do healthcare BPO services improve financial gains?
How healthcare contact centers ensures seamless patient scheduling?
- AI-based scheduling solutions
- Syncing of calendars and strategic collaboration
- Robotic process automation solution
- Hybrid solution (AI + Human Agent)