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The US is Opting for Healthcare Call Center Outsourcing Companies – Here’s Why

Home | Blog | What is a Medical Call Center and Why Outsource It?

What is a Medical Call Center and Why Outsource It?

By Magellan Solutions

Updated on April 17, 2024

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Did you know? Driven by increasing demand, including the growth of medical call centers, the global healthcare outsourcing market is set to grow by over 60% in the next five years alone. It expands from over US$200 billion to over US$340 billion by 2029.

Two significant trends reshape healthcare outsourcing – the push toward sustainable products and processes and the integration of advanced technologies like artificial intelligence (AI) and blockchain to enhance quality and efficiency.

Outsourcing call center services is rapidly growing in healthcare, aiming to improve patient experiences. Medical call centers provide valuable services such as appointment scheduling and insurance inquiries, allowing healthcare providers to focus on delivering essential medical care. Patients benefit from personalized assistance.

Are you curious about why medical institutions outsource medical call center services? Let’s break it down! Join us as we explore data revealing how outsourcing can build a healthier, more efficient future for healthcare.

What is a Medical Call Center?

A medical call center is a type of call center that specializes in providing services to stakeholders in the medical industry. A medical call center can handle various tasks, such as:

  • Medical answering service. This service answers incoming calls from patients who need medical assistance. A medical answering service can provide information, advice, triage, referrals, or dispatch emergency services.
  • Prescription drug support. This service helps patients with their medication needs. It includes filling prescriptions, checking drug interactions, or providing reminders.
  • Physician referrals. This service helps patients find the best doctors or specialists for their health conditions. A physician referral service can match patients with qualified and available providers. Of course, this will be based on their location, preferences, and insurance plans.
  • Complaints and grievances. This service handles patient feedback, complaints, or grievances about their healthcare experience. An agent can listen to patient concerns, resolve issues, escalate cases, or follow up as needed.
  • Health risk assessments. This service evaluates patients’ health status and risks based on their medical history, lifestyle, and biometric data.
  • Medical record retrieval. This service retrieves and transfers medical records from one provider to another. Agents can ensure the accuracy, security, and compliance of patient data.
  • Appointment setting: This service schedules appointments for patients with their chosen providers. It includes confirming availability, sending reminders, rescheduling, or canceling appointments.
  • Patient satisfaction surveys. This service measures patients’ satisfaction and loyalty with their healthcare providers.


Benefits Of Outsourcing Your Medical Call Center

Outsourcing medical call center services can benefit healthcare organizations in many ways. Keep reading to learn more!

When folks leave your clinic, they still need care, especially with long-term illnesses. Having a team that can handle medical questions is a big deal. It improves healthcare, keeps your clinic organized, and keeps improving things.

Ensuring Happy Patients

Quickly answering patient calls is the secret to happy patients returning. When they get help quickly, they trust you more. That’s what makes them stick around, ensuring your clinic’s success for the long haul.

Quickly Solving Problems

When you outsource medical calls, you can fix patient issues quickly and kindly. That keeps them from turning into big legal headaches.

Smart On A Budget

Outsourcing is innovative money-wise. It’s cheaper than building your team and buying all the fancy tech. Plus, you get to work with skilled call experts.

More Free Time

Outsourcing lets you focus on the important things in your clinic. This boosts the efficiency of your operations and keeps your service top-notch.

Making Patients Happy

Every chat matters. Patients have options, so giving them a great phone experience is critical. Just remember, training is crucial. Friendly, caring, and professional agents are like your clinic’s face.

Discover the 5 Vital Qualities in Your Medical Call Center Agent

When outsourcing, you’re tapping into a host of benefits. From top-notch agents to showing genuine empathy for your patients, it’s worth investing.

But what should you expect from your medical call center agents? Here are the five crucial skills to keep an eye out for:

1. Product And Service Know-How

Ensure your medical call center agents grasp your medical office’s offerings. They should be able to listen and respond effectively to patient needs, even if they’re not experts in every medical detail.

2. Attention To Detail And Organization

Your agents should sweat the small stuff, take meticulous notes, and pay attention to every detail. They play a pivotal role in healthcare delivery and often serve as the first point of contact for those in need.

3. Effective Communication

They must speak, listen attentively, and stay calm. This is especially true when dealing with health-related inquiries. Language skills can also be a bonus for serving diverse communities effectively.

4. Adaptability

In the ever-changing world of medical call centers, adaptability is vital. Each day presents new challenges. Hence, your agents should be ready to pivot to address various issues.

5. Empathy

Empathy isn’t just a skill; it’s a game-changer. Your call center agents should make callers feel at ease, showing genuine concern and understanding without pity. It’s all about listening, asking the right questions, and positively impacting those seeking help.


Ready to transform your business? Choose Magellan Solutions today!

The data shows that outsourcing medical call centers empowers healthcare providers to transform patient experiences. By working with skilled partners, medical institutions can better focus resources on delivering quality treatment. 

The result? Healthcare systems that drive loyalty and trust through supportive, personalized service at every step. The future is bright for accessible, patient-first care.

Take advantage of the opportunity to elevate your business to new heights. Reach out to Magellan Solutions today and discover the full potential of your operations with our medical call center solutions. Your success story begins here!



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      What is a Medical Call Center and Why Outsource It?

      Magellan Solutions

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