Healthcare Call Center Services

Magellan Solutions runs the patient phone lines for hospitals, medical and dental practices, specialty clinics, home care agencies, and healthcare payers — every call answered, routed, and resolved without pulling your front desk off the floor. Our healthcare-trained agents handle inbound patient calls, appointment scheduling, patient intake, after-hours answering, and outbound reminders — built around your systems, your documentation standards, and HIPAA-conscious workflows. Providers have trusted us with patient communication since 2005.

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1-800-371-6224

At a Glance

Best For Hospitals, medical & dental practices, specialty clinics, home care agencies, veterinary practices, healthcare payers, pharma
Core Support Inbound patient calls, medical scheduling, patient intake, after-hours answering, outbound reminders
Delivery Philippines-based delivery inside your EHR/EMR and scheduling systems, business-hours through 24/7

More than answering calls

A patient call isn't a retail call. A missed one is a missed appointment, an anxious patient, and revenue that never books — and an agent who mishandles a symptom question or a records request creates a compliance problem, not just a bad experience. A call center that treats healthcare like any other queue puts your providers and your patients in a difficult position. Hire us, and put your phone lines with a team that has built structured patient-call programs inside real medical operations since 2005 — agents trained to your escalation rules, working as an extension of your front office rather than a disconnected vendor.

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Our Healthcare Call Center services

Medical Answering Service

24/7 inbound and after-hours call handling for hospitals, physician groups, and clinics — appointment requests, message taking, emergency escalation, and refill requests, all HIPAA-compliant.

Medical Scheduling Call Center Services

Book, confirm, reschedule, and cancel patient appointments across phone, text, chat, and email — all in one scheduling workflow that keeps provider calendars full and cuts no-shows.

Healthcare Outbound Call Center

Proactive patient outreach that lifts attendance and closes care gaps — reminders, scheduling and recall, post-discharge follow-up, and adherence, run as compliant, structured campaigns rather than ad-hoc dialing.

Why Healthcare Organizations Outsource

Every hour your front-desk and clinical staff spend on hold, booking, or returning routine calls is an hour not spent on patients. Phone volume spikes — seasonal surges, enrollment periods, Monday mornings — are expensive and painful to staff for in-house. Outsourcing the line keeps every call covered while taking administrative load off your team.

Cost Reduction

Philippine delivery runs 40–60% below onshore, freeing budget for care instead of overhead

Avoid Missed Calls

Eliminate missed patient calls and long hold times across business hours, after-hours, and weekends

Scheduling Accuracy

Faster, cleaner booking directly in your system, with fewer no-shows through structured reminders

Full Coverage

No missed contacts across business hours, after-hours, and weekends; fewer no-shows through structured reminders.

Lighter Load on Staff

Routine call volume off clinical and front-desk teams, so they stay on patients

Scales on Demand

Capacity flexes for surges and campaigns without sacrificing answer rates

Compliance and Data Security, Built In

Outsourcing your patient lines means trusting someone else with protected health information on every call — and that trust is only worth extending to a partner who can show its safeguards. Magellan Solutions operates under certified security standards, documented confidentiality policies, and business-continuity planning that keep PHI protected.
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Certified Standards

Magellan holds ISO 27001, PCI-DSS, and HIPAA certifications — the recognized benchmarks for information security, payment data, and protected health information. See our certifications.

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Recognized Memberships

Magellan is a member of the Contact Center Association of the Philippines (CCAP) and the European Chamber of Commerce in the Philippines — accountable to the standards of the industry's own bodies.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Access to your data is limited to the team working your account.

Continuity You Can Count On icon
Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so patient support doesn't stop when circumstances change.

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    Quality assurance & call review

    Consistent call quality on patient lines isn't luck — it's monitored. Every program is measured against your standards for accuracy, compliance, and patient experience, and what we learn feeds straight back into agent coaching.

    Monitor & Score

    Regular call monitoring and scoring against your quality standards.

    Review for Accuracy

    Script adherence, correct escalation, and patient experience on every reviewed call.

    Coach & Improve

    Feedback loops that keep performance consistent as call volume changes.

    Report on Outcomes

    Clear reporting on call quality, trends, and outcomes you can act on.

    Who We Support

    Hospitals

    Medical Offices / Physicians

    Pharma

    Medical Devices

    Payers

    Dental

    Veterinary

    Home Care

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    What's the difference between a healthcare call center and healthcare BPO?
    A call center handles patient-facing voice work: answering, scheduling, intake, reminders. Healthcare BPO is the broader umbrella — it adds back-office operations like medical billing, coding, claims processing, and data entry. Many providers start with call center services and expand into full BPO over time. Magellan provides both.
    What's the difference between a healthcare call center and a healthcare contact center?
    A call center handles live voice — answering patient calls, scheduling, intake, and outbound reminders. A contact center adds digital channels: secure messaging, chat, email, and SMS. Many providers start with call center services and expand into omnichannel contact center support as their patient communication grows. Magellan supports both.
    Is your healthcare call center HIPAA compliant?
    Yes — our teams operate under HIPAA-conscious workflows: signed BAAs, privacy training, controlled system access, and documented handling procedures for PHI on every call.
    Can your agents work inside our EHR/EMR and scheduling systems?
    Yes. We are platform-agnostic and train agents to your systems — EHR/EMR, practice management, scheduling tools — rather than moving you onto ours.
    Do you offer after-hours and 24/7 coverage?
    Yes. We cover business hours, after-hours, overflow, weekends, and holidays, with on-call routing and escalation for medical offices.
    How fast can a healthcare call center program launch?
    Most programs go live in 4–6 weeks: requirements, recruitment, agent training, incubation, then launch — the five-step onboarding shown above.

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      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724