Multi-Lingual Call Center Services

We work with physician groups, hospitals and health systems. We handle some or all of your incoming & outgoing calls in a HIPAA compliant manner. While other call centers concentrate on easy ”answering services“ work, we specialize in primary care, eye care and cardiology.

Improve your patient volume

Find new patients

We engage your community via calls, voicemails, text messages on your organization’s behalf. You get new members or patients. This service pays for itself even if you get 10 new patients a month.

Get more appointments

We engage your existing patients or members via calls, voicemails, text messages on your behalf as a “regular check in”. You get loyal members or patients. More often than not, your patients make new appointments.

Cut no-shows, cancellations

We stay on top of your appointments so your staff doesn’t have to. These could be appointment reminders, re-appointment reminders for no show or cancelled patients. Say goodbye to no-shows and cancellations. 

Improve your collections

Reduce payer denials

Our frontend revenue cycle management team helps you with eligibility, prior authorization, denials, payer no-responses calls.

Increase patient collections

Our patient balance collections team calls patients for payment reminders, payment collections. We lead with empathy to maintain your relationship.

Get paid on time, each time

We stay on top of your patients’ coverage, demographics, authorizations, referrals so your staff doesn’t have to. 

Employee Wellness Services

Healthier employees

  • Complete preventive screenings to reduce chances of serious illnesses
  • Triage and navigate all care requests based on clinical appropriateness, plan policy and employee choice
  • Get immediate or urgent care via virtual care
  • Reduce absenteeism for unnecessary visits
  • Save money on co-pays and deductibles
  • Medication adherence and reminders

Our Care Coordinators

  • Find the right provider “in-network”
  • Schedule preventive care appointments
  • Share clinical data between PCP/specialists.
  • Automated calls, text messages, voicemails, finally – human calls as reminders.
  • Post visit satisfaction surveys
  • We close the referral loop.
  • Triage via virtual care for clinical appropriateness

Medical marketing services

Remote outreach referral marketing – We market your healthcare business to neighboring physicians via faxes and phone calls. We handle the entire referrals process for you – end to end, closing the physician referral loop for you. Get more physician referrals today!

Community outreach marketing – We make cold calls and send postcard mailers to people living near your office locations.

Patient referrals – our team asks the happiest patients for referrals from their friends and family.

Why Work With Us?

Pay for performance option

We are the ONLY medical call center service where you pay for performance option. You can opt for our performance based Medical Practice Growth services.

24/7 Specialized Services

Home Care, Hospice, Appointment Scheduling, Surgery scheduling, Direct Response, Disaster Recovery, Dispatch, Overflow Calls, Patient Pre-registration, physician referrals, care gaps – we handle all.

Free medical CRM

Your own 1-800 number, Professional IVR + Voicemails, Voice Broadcasting, Mass Text Messaging, Automated Surveys, Customer Reviews Requests, SMS, Website chat, Phone, Voicemail, Email integration

Our Performance


148.5%

12 MONTH GROWTH IMPACT FOR NYC OPHTHALMOLOGY GROUP

85.2 %

DAILY PATIENT VOLUME CONTRIBUTIONS BY OUR CONTACT CENTER

25 mins/ pt

TIME YOUR STAFF SAVES PER PATIENT PER VISIT

$340 K

MIPS PENALTY AVOIDED IN 2021. SIMPLY BY GUIDING STAFF

$ 40/-

PER NEW PATIENT ADDED VIA COMMUNITY OUTREACH COLD CALLS

> 1,000

FROM 22 TO OVER 1,000 REVIEWS IN 12 MONTHS. GOOGLE REWARDED WITH INBOUND APPOINTMENT CALLS

50 %

REDUCTION IN 1ST PASS DENIAL RATE IN 1ST QUARTER ITSELF.

> 50 %

REDUCTION IN CREDENTIALING RELATED DENIALS

56 %

DENIALS RECOVERED IN 1ST QUARTER ITSELF

Frequently Asked Questions

How our chat answering services works?

We staff your website 24/7 with trained customer service representatives. We create a personal connection with all your website visitors and drive more leads or sales.

During your free trial our IT team will add chat support to your website.

Our staff will start answering customer chats 24/7. No more missed opportunities.

How call answering service works

1. Start with a free trial while you train us on your custom business needs, answering scripts, business processes.

2. Your business gets a unique phone number. Forward calls to this number 24/7, on-demand, overflow, after-hours, weekends or holidays. That’s your choice.

How SMS answering service works

1. Your business gets a unique text messaging number.

2. If we ever part ways, you can port this number and keep it for life.

3. You can market this text messaging number to anyone.

4. Our staff will start answering customer text messages 24/7. No more missed opportunities.

Can we have our own answering scripts

Of course! During the training/ free trial, you give us any scripts you’d like us to use. These scripts are used to gather information for your business.

You can also add / change / modify scripts at any time.

How do you pass information back to us

Several ways! We use a CRM for our work anyways. Every call, text message, WhatsApp, fax etc is logged in our CRM. You have access to this 24/7.

If you prefer that we alert you whenever needed, we can call , email or text the correct staff member on your team and pass necessary information as well.

How about urgent calls

We triage urgent calls for you. As we work together, you teach us your escalation process. We follow escalation steps to insure that your team is ready to respond to clients, with all the necessary information.

How to monitor communication quality

Our CRM records all calls, all text messages and everything in between. You have access to the same information that we do. You’ll have access to call transcripts as well.

How to get data in your own CRM

We can send details and synch with your CRM as well. After the trial period, our IT team sets up the integration with your in-house system or CRM.

Why not just hire a receptionist in-house

You can video call or chat with anyone working for you at any time during business hours. However, if you prefer to have your receptionist right in front of you, in your office – you should!

If you’re satisfied with the cost and training overheads that come along with hiring a receptionist in-house, you should not outsource the entire process. Instead, you can hire us to handle your overflow calls, after hours calls, weekend calls.

You can also choose to outsource only specific communication channels to us. E.g. we can handle all your text messages, or website chats , or your faxes, or WhatsApp.. whatever works best for you.

Can you operate out of our own CRM

Usually not, unless your call volume is very high and you choose to hire our team on a per agent basis.

We’ve invested a lot in our call center and CRM software. Our IT team also ensures that our system integrates with yours for seamless business operations.

This is the main reason why we can offer low per minute pricing to you and still remain profitable.

What if your chat answering service doesn’t know an answer

We do the same as your in-house new hire would. During the free trial, we establish escalation points of contact of your business. This is the person(s) that we need to reach out to when we cannot answer questions immediately.

We are also trained to get the name, email and phone number from the website visitor. We explain to these website visitors that we will follow up with them as soon as possible regarding their question.

We never guess the answer, so you are in good hands.

Do customers really use text messages for support

According to the Pew Research Center, 31% of Americans prefer text messages to phone calls. Gallup reports Texting is the most frequently used form of communication among Americans younger than 50.

If you are not allowing your customers to text you, you are missing out.

Can customers text your landline?

Yes, they can. When we start our engagement with you, that’s one of the first things we set up for you.

Does text messaging really improve customer satisfaction?

A resounding yes !! Think about yourself. Do you typically send a text message or do you always call someone? When you call a business, do you prefer o be on hold? Or do you prefer answers right away?

Phone customer support is a must-have and is definitely the most personalized channel, but you cannot serve more than 1 caller at a time.

With text messaging? Serve as many customers as you’d like. This follows the same success rate as chat customer support.

Is text messaging HIPAA secure?

If you get permission from your patient to share PHI information before sharing the same over text – it is. That’s the reason to get consent. You can do it in the very first text message itself (automated, ask us how). Or, you can ask for consent if the patient asks to share PHI over SMS.

Why else should I consider text message support for my customers?

Outsourcing and more importantly, offshoring, is typically a lot cheaper than hiring, training, managing, in-house. However, how do you maximize the time and efficiencies of your customer support team?

Contact center companies use the latest cloud contact center technology. This allows us to integrate our automatic call distribution queues with a text response system. In return, you get to maximize contact center agent utilization rates.

Why not have just automated responses after hours?

If that was enough and customers were satisfied, you would not be researching text customer support. Responding to issues with 24/7 live agents will increase customer satisfaction and boost retention.

But I already have staff answering text messages

That’s great! You must have seen the benefits of text customer support then. Now, you are researching because your staff is either not providing the best quality or they are not are able to handle the volume.

You need to either scale up or you need more reliability. That’s why outsourcing to companies like ours that specialize in customer support makes sense.

How does remote outreach referral marketing work?

We assign several liaisons to make calls on your behalf throughout the week. Our liaisons work to establish rapport & educate via the phone. They can not visit a potential referral sources office. Our liaisons use our best practices and proven methods to identify referral potentials. We also determine who the key decision makers are. We can also set up appointments for meetings between staff from your office with decision makers at the potential referring office.

How long does it take to generate new referrals?

It takes at least 3 months to start seeing results. Over these 3 months, the potential referring partner will be contacted at least 6 times. As you are well aware of, it takes time to build rapport and credibility with referral sources. In some highly competitive towns/cities in California, Florida, New York this might take longer.

Do I get a dedicated remote referral staff?

No. We have to ensure your account is represented at all times. Hence, we assign several liaisons to your account. This covers you and us with liaison absence or reassignment.

Do I select my liaison?

No. That’s our job. We hire, train, monitor, retrain, promote.. all those things that should not be your headaches. For remote outreach referral marketing, we do not allocate dedicated staff to each account. Therefore, you do not select your liaison.

Do I manage my remote marketing staff?

No. You only interact with your account manager. Your account manager is your single point of contact for everything. They will manage and monitor all work being done on your behalf. The account manager will report to you once per week + month on progress and concerns.

How about restrictive covenants?

For each customer that signs a 1 year agreement (minimum), we sign a restrictive covenant agreement. This defines the radius of exclusivity and we will not be signing any of your competitors within that given radius for as long as your agreement remains with us.

Pricing for remote outreach referral marketing

Remote outreach referral marketing is cheaper of the two options. Pricing begins at $500 per month.

What contracts do I have to sign?

This starts at a minimum of 4 months. Referral Marketing takes some time to show returns on your investment.

What are the payment terms & billing options?

All our payments are pre-paid and we do not start working on your account unless payment is received before the start of the month.
We had to enforce this due to smaller practices not paying at the end of the month citing various bogus reasons.
We process all billing via PayPal or Stripe and require a card on file before starting our engagement with you.
All payments are non-refundable – this is a human business, not a software one 🙂 We bear costs as well.
First payment is due at contract signing, and future payments are billed recurring on a monthly basis. After the initial term, this is a month-to-month service.
For payments that are 10 days late, we charge a 5% monthly service charge (compound monthly).
The balance of the contract commitment amount is due if the agreement is terminated prior to the contract period.

How we work with you

Upon sign up, we ask you about your daily call volumes, language support that you need.

We give you a phone number to forward your calls to. If you are looking for text support, website chat support, email support, fax support – we give you endpoints for all these as well.

During the free trial, our transition managers set up a training process to perform knowledge transfer from your existing staff and to set up communication and escalation protocols.

During the knowledge transfer process, we work hand in hand with your current staff and monitor performance indicators along with you.

Once you are satisfied with our handling capabilities, we transition the inbound call center responsibilities to ourselves

At this point, we give you access to the same real-time contact management and reporting software solution that we ourselves use.

Moving forward, we continue having brief weekly calls to discuss KPIs