What to Look for in a Healthcare CX Outsourcing Partner

Choosing the right healthcare contact center partner means more than managing call volume - it’s about trust, compliance, and expertise that improve patient outcomes and operational efficiency.

Healthcare organizations face increasing pressure to deliver quality care while controlling costs. A specialized outsourcing partner with proven healthcare experience can drive measurable results in performance, compliance, and ROI.

Working Solutions delivers scalable, HIPAA-compliant support that enhances CX, reduces costs, and strengthens organizational efficiency across every patient touchpoint.

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

Chapter I: Why This Matters
  
Chapter I

Why This Matters

The stakes in healthcare are high, making operational excellence a key differentiator. Your organization faces changing patient expectations for personalized service, increasingly stringent compliance requirements that carry severe penalties and revenue-cycle challenges that directly impact your financial performance. Let’s break it down:

Rising Patient Expectations

Patients demand personalized, timely support across multiple communication channels.

Increasing Compliance Requirements

Healthcare organizations must adhere to strict regulations like Health Insurance Portability and Accountability Act (HIPAA) and Health Information Trust Alliance  (HITRUST).

Revenue-Cycle Support Needs

Efficient billing, claims processing and insurance verification are essential to maintaining financial health.

  
Chapter II

Key Challenges in Healthcare Contact Centers

Healthcare leaders like you face unique operational obstacles that only specialized partners like Working Solutions can address. General outsourcing providers lack the industry-specific expertise to deliver the compliance, quality and efficiency your organization requires.

Working Solutions has built its business around solving these critical healthcare challenges:

Operational Efficiency

High call volumes, long wait times and fragmented workflows can lead to inefficiencies and patient dissatisfaction.

Operational Efficiency

Compliance and Security

Protecting sensitive patient data while adhering to HIPAA and HITRUST regulations is non-negotiable.

Compliance and Security

Scalability

Flexible solutions are required for seasonal surges and unforeseen events.

Scalability

Patient Experience

Compassionate, knowledgeable agents are essential for delivering a positive patient experience.

Patient Experience
  
Chapter III

The Working Solutions Difference

A Specialized Approach

Our agents complete rigorous healthcare readiness programs—including HIPAA and HITRUST training, empathy-based communication, and ongoing education on EHR workflows and patient privacy best practices.

While many providers offer agents and software, Working Solutions provides a healthcare-specialized, U.S.-based workforce trained in HIPAA compliance, achieving proven ROI results— such as a 31% reduction in abandonment and a 57% increase in qualified leads. Our specialized expertise in healthcare operations, compliance frameworks and patient engagement offers measurable advantages that general outsourcers simply cannot match.

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Chapter IV

Why Working Solutions Excels

Key Differentiators 

Our healthcare-focused approach as an outsourced medical call center delivers exceptional value across seven critical capabilities:

Patient-Centered Support

To ensure a compassionate experience, agents must be trained in medical terminology, empathetic communication and healthcare-specific protocols.

Patient-Centered Support

Technology and Training Framework

Integrated learning and QA systems ensure every agent meets healthcare-level standards, with continuous skill development in compliance, data accuracy, and emerging medical technologies.

 

Technology and Training Framework

HIPAA and HITRUST Compliance

Data security is paramount in healthcare. As a fully HIPAA-compliant call center, Working Solutions demonstrates comprehensive adherence to both HIPAA and HITRUST standards to safeguard sensitive patient information.

HIPAA and HITRUST Compliance

Revenue-Cycle Management (RCM) Support

To streamline financial operations, providers should offer end-to-end RCM services such as medical billing, claims processing and insurance verification.

Revenue-Cycle Management (RCM) Support

Advanced Artificial Intelligence (AI) and Automation

AI-driven workflows improve efficiency through self-service options, such as chatbots and predictive analytics, for faster issue resolution.

Advanced Artificial Intelligence (AI) and Automation

Scalability for Peak Volumes

Providers should handle seasonal surges (such as open enrollment) and unexpected spikes (pandemic response) without compromising service quality.

Scalability for Peak Volumes

Omnichannel Engagement

Modern patients expect seamless communication across phone, chat, short message service (SMS), email and secure portal messaging.

Omnichannel Engagement

24/7 Healthcare Call Center Support

Around-the-clock support is critical for handling after-hours calls and urgent patient requests.

24/7 Healthcare Call Center Support
  
Chapter V

Working Solutions vs. Other Healthcare BPO Providers

Competitive Comparison

Compared with other business process outsourcers (BPO), Working Solutions consistently delivers superior capabilities across critical dimensions. Medical answering service reviews consistently deliver superior capabilities across critical dimensions. This isn’t marketing—it’s measurable performance.

Working Solutions (Onshore + Nearshore, Specialized)
Competitor A (Mostly Offshore, General Support)
Competitor B (Global, General Support with AI Focus)
HIPAA & HITRUST Compliance
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24/7 Healthcare Support
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RCM Support
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AI & Automation
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Patient Experience Focus
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Onshore +Nearshore Talent
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Chapter VI

Key Advantages of Working Solutions

Specialized Healthcare Expertise

Working Solutions has a highly skilled, healthcare-focused agent network compared to the more generalized support offered by the above competitors. This ensures better patient engagement and compliance with healthcare-specific needs.

Onshore and Nearshore Talent

Unlike Competitor A, which relies heavily on offshore talent, Working Solutions offers a robust North American presence, ensuring cultural alignment and superior communication quality.

AI + Human Integration

While Competitor B excels in AI-driven solutions, Working Solutions uniquely combines AI with human intelligence for empathetic and efficient healthcare services.

Flexible Scalability

Working Solutions demonstrates unparalleled adaptability, with a proven track record of rapid deployment during crises—such as deploying 900 agents in a few days for a major airline.

      
Chapter VII

Competitor Limitations

Competitor A

Primarily offshore operations and limited healthcare specialization make it less suitable for organizations needing tailored solutions.

Competitor B

While it offers advanced technology, its generalized approach across industries may lack the deep healthcare focus provided by a proven, customer service healthcare provider.

Thus, Working Solutions stands out as the superior choice for healthcare BPO partnerships due to its specialized expertise, strong compliance framework and onshore-focused talent pool.

Analysis of Competitor Gaps

Our analysis reveals that competitors often fall short in critical areas. Many lack comprehensive compliance certifications or provide only limited revenue cycle management support. Perhaps most concerning, many rely on generalized agents without specific healthcare training, resulting in patient experiences that fail to meet the unique needs of those interactions.

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Chapter VIII

Operational Advantages of Working Solutions

Working Solutions doesn’t just match what other outsourcing providers offer. We have engineered a healthcare-specific approach that delivers measurable operational advantages that directly impact your key performance indicators (KPIs):

System Proficiency

  • Agents are trained to navigate leading CRM and EHR platforms such as Epic and Salesforce-based systems, ensuring accurate documentation and seamless handoffs between patient support and provider teams.

Efficient Call Management

  • Automated routing ensures patients are quickly directed to the right agent.
  • Callback management reduces hold times during peak hours.

Integration Capabilities

  • Seamless integration with EHRs, CRMs, and other healthcare software ensures smooth workflows.

Innovative Technology

  • AI-driven workflows improve efficiency by automating routine tasks like appointment scheduling or claims inquiries.

Patient-Experience Impact

  • Compassionate agents provide personalized interactions that improve patient satisfaction scores and loyalty.
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Chapter IX

Proven Results: Working Solutions in Action

While other providers make promises, Working Solutions delivers measurable results. Our proven methodology has transformed operations for healthcare organizations nationwide.

Our results reflect not just efficiency - but the expertise of credentialed agents and technology-driven processes that elevate patient trust and compliance.

Consider these outcomes from a recent extensive healthcare system partnership:

35%

Reduced call-wait times

28%

Increased claim resolution efficiency

87%

Reduced abandonment rate via empathetic agent interactions

“It made me very secure that the people interacting with my customers were well-prepared. Working Solutions augmented staff and matched quality levels at a great value. They are a perfect solution to our overflow needs. We are very impressed with their responsiveness, flexibility, and quality.”
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Director of Customer Care

Leader in Personalized Products

            
Chapter X

The Financial Advantage

Working Solutions consistently delivers superior financial returns compared to in-house operations and other outsourcing providers. Our healthcare specialization and operational excellence create a compelling economic case.

Working with Working Solutions delivers significant cost advantages compared to maintaining an in-house team:

2x Conversion Advantage

Our programs consistently deliver 2x higher conversion rates vs. offshore providers.

 

Senior Care Case Study →

Onshore Edge in Adherence

Staffing adherence sustained at 97–99% vs. 85–90% offshore norms, while keeping abandon rates <1%.

Revenue Retention Impact

Outbound at-risk campaigns deliver measurable save rates, protecting material revenue.

 

Senior Healthcare Case Study →

Peak Cohort Performance

Top conversion cohorts reached 33% conversion on key days, far exceeding offshore benchmarks.

Empathy + Compliance

QA scores >90% even in compliance-heavy, high-touch healthcare programs.

CSAT Lift

Programs deliver +12 CSAT points compared to offshore peers.

    
Chapter XI

Future-Proofing Your Organization

While other outsourcing providers struggle to keep pace with healthcare’s rapid evolution, Working Solutions partners with leading organizations to deliver technology-enabled CX that scales with tomorrow’s demands. By collaborating with us, you gain access to future-ready capabilities that drive compliance, performance, and patient trust.

AI-Driven Self-Service

Chatbots and voice assistants handle routine inquiries, freeing agents for high-value patient interactions.

AI-Driven Self-Service

Proactive Engagement Models

Predictive analytics identify patient needs and retention risks, helping healthcare organizations improve satisfaction and compliance.

Proactive Engagement Models

Advanced Analytics

Real-time insights provide operational visibility, supporting smarter staffing, faster resolutions, and continuous improvement.

Advanced Analytics

Integration with EHRs and CRMs

Unified systems ensure seamless communication between patients, providers, and back-office teams.

Our workforce is continuously trained on secure data protocols and emerging EHR and CRM technologies to maintain compliance and agility.

 

Integration with EHRs and CRMs
                
Chapter XII

Your Path Forward

Selecting Working Solutions for your healthcare customer service outsourcing isn’t just a vendor decision—it’s a strategic investment in operational excellence, financial performance and competitive advantage. While other providers offer generic solutions, Working Solutions delivers healthcare-specific expertise that addresses your unique challenges.

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Our proven track record of success, compliance leadership and technological innovation make us the clear choice for healthcare organizations.

Partner with Working Solutions and transform your operational challenges into strategic advantages. Be among the industry leader that excels and prospers in today’s complex healthcare environment. Are you ready to join them?

Take the Next Step with Working Solutions

Ready to elevate your healthcare support operations? Let’s discuss how specialized, credentialed agents and advanced automation can enhance patient satisfaction and compliance performance.

Speak to an Expert
Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.