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by Mary Salgado

Updated:

Sep 30, 2024

Unlocking New Markets: How Outsourced Call Center Solutions Can Propel Healthcare Providers to Success

Table of Content

    Outsourced Healthcare Call Center: Success Stories

    Before we go into detail, let's look at some real-life examples. These stories show how providers used outsourced healthcare call center services to enter new markets.

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    Mitchell Kahl, Sales Manager, SIP.US

    In my role at SIP.US, I've seen the transformative power of SIP trunking for healthcare providers navigating new markets. A notable example involves a group of medical clinics that leveraged our virtual call center capabilities. By integrating SIP trunking, they reduced communication costs by 50% and improved patient call handling efficiencies, leading to a 30% boost in patient inquiries from new regions.

    In another instance, adopting SIP technology enabled a healthcare provider to seamlessly enter rural markets without establishing physical locations. The ability to route calls efficiently and provide remote consultations increased patient reach by 40%. This flexibility in communication

    Vincent Cerniglia, Principal, Noreast Capital Corporation

    In my experience with Noreast Capital, leveraging flexible financial solutions, including outsourced call centers, has been instrumental in helping various sectors, like healthcare, effectively enter and expand new markets. We worked with a healthcare provider that increased their patient outreach by 35% within six months thanks to strategic equipment leasing, which also involved utilizing outsourced call center operations to handle patient inquiries efficiently.

    For example, a client in the medical imaging sector used call centers to schedule appointments, answer inquiries, and manage follow-ups. This not only improved customer service satisfaction rates but allowed the healthcare provider to focus on expanding services without putting extra strain on their staff. Outsourced call centers enabled them to penetrate new regions with a 20% increase in patient bookings, clearly showcasing how such integrations can facilitate market expansion.

    David Pumphrey, CEO, Riveraxe LLC

    At Riveraxe LLC, we've seen how outsourced call centers can significantly boost healthcare providers by expanding their market reach. For one of our clients, a mid-sized healthcare practice, we deployed an outsourced call center that specialized in multilingual support. This allowed them to enter non-English-speaking regions effectively, increasing patient engagement by 30% in just six months.

    The call center also offered 24/7 support, which was pivotal for handling international time zones and after-hours inquiries. This capability enabled our client to tap into international markets, conrributing to a 15% revenue increase in the first year. By leveraging outsourced call centers, healthcare providers can break geographical barriers, accessing a wider patient base and improving service accessibility worldwide

    Corin Dolan, Owner, AccuTech Communications

    At AccuTech Communications, we have worked with healthcare providers to improve their communication infrastructure, indirectly aiding market expansion. For example, we partnered with a regional healthcare provider to upgrade their entire network cabling system, which significantly improved their internal and external communication processes. This improvement enabled them to support outsourced call centers more effectively, leading to a 15% increase in appointment scheduling efficiency.

    Moreover, by implementing advanced VoIP systems as part of their communication overhaul, the provider reduced their telecommunication costs by around 20%, allowing them to allocate more resources toward marketing in new regions. This cost-efficiency was critical in their strategy to enter and sustain presence in untapped markets. Our role was pivotal in ensuring that the technical backbone was strong enough to support these expansions.

    Dr.Jennifer Silver, Dentist & Owner, Macleod Trail Dental Clinic

    […] So we partnered with an outsourced call center.

    One of the biggest improvements we saw was in patient retention. Our call center partner introduced an automated reminder system, significantly reducing no-show rates by around 30% in the first six months. Having a team available to answer questions after hours also meant that patients had more access to our services, which helped us capture more appointments and build stronger patient relationships.

    With their multilingual support, we connected with patients who previously found it challenging to engage with our clinic due to language barriers. This improved patient satisfaction and helped us expand into new communities. By the end of the first year, we had a significant 15% increase in patient appointments, a clear sign of progress and success. The positive feedback from our patients regarding the convenience and support they experienced was invaluable.

    In the rapidly evolving healthcare industry, providers are trying to grow their businesses by entering new markets. This is both exciting and challenging because they have to manage their current operations while also adapting to new places.

    One effective strategy that healthcare organizations increasingly rely on is outsourcing call center services. This approach enables healthcare providers to accelerate market entry, manage costs effectively, and keep their focus on patient care, ensuring growth without sacrificing quality.

    Accelerate Your Market Entry with Speed and Precision

    Healthcare market expansion Yahoo statistics

    Entering new markets quickly while maintaining service quality can be daunting. However, healthcare call center outsourcing allows healthcare providers to set up quickly without investing heavily in infrastructure.

    According to Deloitte’s Global Outsourcing Survey, outsourcing enables organizations to establish a presence in new markets faster by leveraging third-party capabilities. This lets healthcare providers focus on delivering core services while scaling their operations.

    Power of Expertise

    Outsourced healthcare call centers bring years of experience in handling patient inquiries, appointment scheduling, and other administrative tasks. This expertise allows for a smooth transition into new markets, reducing the learning curve and potential pitfalls associated with expansion.

    Customized Solutions for Diverse Markets

    Every healthcare market has its unique characteristics, from local regulations to patient preferences. Outsourced call centers can quickly adapt to these nuances, offering tailored solutions that resonate with the local population. This flexibility is crucial for healthcare providers looking to make a strong first impression in new territories.

    Optimize Costs and Avoid Operational Overhead

    Healthcare market expansion Deloitte insights

    Expanding into new markets is expensive, but outsourcing healthcare call centers helps providers avoid upfront investments in infrastructure and personnel. Scalable solutions ensure you only pay for what you use, making market expansion more financially sustainable.

    A report by Health Catalyst highlights that outsourcing call centers, particularly tech-enabled services, allows healthcare providers to reduce costs while improving operational efficiency​.

    Hidden Cost Savings

    Beyond the obvious savings in infrastructure and staffing, outsourced call centers offer additional financial benefits:

    • Reduced training costs: Outsourced teams are already skilled in healthcare communication.
    • Lower technology expenses: Call centers invest in the latest software and hardware, so you don't have to.
    • Flexibility during peak times: Scale up or down without the burden of hiring or layoffs.

    Risk Mitigation

    Entering new markets comes with financial risks. Outsourcing call center operations allows healthcare providers to test the waters without committing to long-term, fixed costs. This approach minimizes financial exposure while maximizing the potential for success.

    Focus on Exceptional Patient Care

    Healthcare services are designed to prioritize patient care, but managing non-core functions like call centers can pull the organization’s focus away from that mission. By outsourcing administrative tasks such as appointment scheduling and patient inquiries, healthcare providers can allocate more resources toward improving patient outcomes.

    According to the American Hospital Association, outsourcing administrative services allows healthcare providers to refocus on patient care, leading to better outcomes and higher satisfaction​.

    Empowering Healthcare Professionals

    When administrative burdens are lifted, healthcare professionals can dedicate more time and energy to:

    • Developing innovative treatment plans
    • Engaging in continuing education
    • Improving bedside manner and patient interactions
    • Collaborating with colleagues on complex cases

    Improving the Patient Journey

    Outsourced call centers can significantly improve the patient experience from the first point of contact:

    • Reduced wait times for appointments and inquiries
    • Consistent and professional communication
    • Seamless coordination between departments
    • Proactive follow-ups and reminders

    Enhance Patient Support with 24/7 Availability

    In today’s competitive healthcare landscape, patients expect 24/7 support, especially in new markets where loyalty is still being built. Outsourced call centers provide round-the-clock availability, ensuring patient inquiries are addressed at any time, which builds trust and increases retention.

    A study by Grand View Research found that 24/7 support improves patient retention and satisfaction, particularly when entering new markets.

    Meeting Modern Patient Expectations

    Today's patients are accustomed to on-demand services in other aspects of their lives. Healthcare providers that offer 24/7 support through outsourced call centers can:

    • Address urgent concerns promptly
    • Provide after-hours appointment scheduling
    • Offer multilingual support for diverse communities
    • Manage prescription refill requests efficiently

    Building Trust in New Markets

    Consistent availability is crucial when establishing a presence in a new market. It demonstrates commitment to patient care and helps healthcare providers quickly build a positive reputation.

    Leveraging Data for Continuous Improvement

    Outsourced call centers are not just about handling calls; they're valuable sources of patient data and insights.

    Data-Driven Decision Making

    By analyzing call patterns, frequently asked questions, and patient feedback, healthcare providers can:

    • Identify gaps in service offerings
    • Tailor marketing strategies to local needs
    • Improve internal processes based on patient pain points
    • Predict and prepare for seasonal health trends

    Compliance and Quality Assurance

    Professional call centers adhere to strict quality standards and compliance regulations, ensuring that:

    • Patient data is handled securely and confidentially
    • Calls are monitored and evaluated for quality
    • Staff receives ongoing training on the latest healthcare communication best practices

    Ready to Transform Your Market Expansion?

    Outsourced call center solutions are a strategic tool for healthcare providers looking to expand into new markets. Don’t hesitate to contact us today – from faster market entry to cost-effective operations and improved patient support, outsourcing your US business to Hit Rate Solutions outsourcing services enable you to grow sustainably while keeping patient care front and center.

    Need an Affordable Healthcare Call Center?

    Hit Rate Solutions offers budget-friendly, top-quality outsourced call center services tailored for US healthcare providers.

    Contact Us
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    FAQ

    How does outsourcing call center services impact patient satisfaction?

    Outsourcing provides 24/7 support with trained agents, improving patient satisfaction through increased accessibility and faster response times​.

    Is outsourcing a cost-effective option for smaller healthcare providers?

    Yes, it allows smaller practices to reduce operational overhead while accessing professional services and technology without heavy infrastructure investments​.