CX Solutions for Healthcare
Patient experience that builds trust, meets compliance, and improves outcomes.
The team behind rethinkCX has led CX atMejuri·Canada Goose·Lululemon·Tangerine·AIG·ING France·and more
Patient experience is not just a satisfaction metric. It is a reimbursement factor, a loyalty driver, and increasingly, a regulatory requirement. CMS ties HCAHPS scores to hospital reimbursement rates. Patients choose providers based on Google reviews the same way they choose restaurants. Yet healthcare consistently ranks among the lowest-performing industries for customer experience. We help close that gap through patient journey mapping, HIPAA-compliant outsourcing, and closed-loop VoC programs.
What we solve
HIPAA-Compliant Operations
We work exclusively with BPO vendors who maintain Business Associate Agreements, conduct annual compliance audits, and enforce physical and digital security controls across their facilities.
Patient Scheduling and Access
Streamlined scheduling workflows across phone, web, and patient portal channels that reduce wait times and no-show rates at a cost structure in-house teams cannot match.
Billing and Insurance Navigation
Compassionate, clear billing support teams that reduce payment disputes, improve collections rates, and maintain patient trust through a process that often feels adversarial.
Appointment Reminders and Follow-Up
Automated reminder sequences, post-visit check-ins, and prescription refill outreach that reduce no-shows and improve care continuity.
Empathetic Agent Training
Healthcare-specific training covering clinical workflows, plain-language medical communication, distress recognition, and crisis de-escalation protocols.
QA and Compliance Monitoring
Call recording review, interaction scoring, and compliance spot-checks built into every healthcare outsourcing engagement from day one.
Compliance built in
What HIPAA-grade outsourcing actually looks like
Compliance is not a checkbox at the end of vendor selection. These are the standards we apply when evaluating BPO partners for our healthcare clients.
Required from every partner
- Signed Business Associate Agreement (BAA) before access
- HIPAA-trained agents with annual recertification
- PHI encryption in transit and at rest
- Physical security controls and clean-desk policies
- SOC 2 Type II or equivalent audit history
- Documented incident-response procedures
Verified before launch
- Recorded calls reviewed for compliance and empathy
- PHI access scoped to least-privilege roles
- Quarterly compliance calibration sessions
- Plain-language patient-communication standards
- Clinical escalation protocols documented
- Annual HIPAA risk assessments on file
Compliance-First Outsourcing
Healthcare outsourcing requires a level of diligence that goes beyond standard BPO vendor selection. Every interaction must be HIPAA-compliant. Every system must protect PHI. Every agent must be trained on privacy protocols before they handle a single patient inquiry. We build the compliance infrastructure first, then optimize for experience.
Book a Free 15-Min ConsultationIn-house vs outsourced
Patient support, two operating models
A side-by-side look at the cost, scale, and compliance trade-offs between running patient support in-house and engaging a vendor-neutral outsourcing partner.
High and ongoing. Recruitment, onboarding, and attrition all sit with you.
Built into the per-seat rate, with trained backfill on standby
8–12 weeks for net-new headcount in most markets
2–4 weeks for trained, HIPAA-certified agents
Often gaps on nights, weekends, and holidays
24/7/365 across multiple geographies as standard
Yours alone. Policies, audits, training, and incident response.
Shared with a vetted partner under a formal BAA
Upfront capex for telephony, CRM, QA, and workforce management
Included in engagement. No licenses to procure.
Manual scorecards, often inconsistent across team leads
Built-in QA scorecards with monthly calibration reviews
How we help
Compliance mapping
We document your regulatory obligations and PHI handling needs before recommending partners.
Vendor verification
We review BAA, audit history, and security certifications for every candidate partner.
Journey mapping
We map every patient-facing interaction to surface compliance risks and experience gaps.
Training design
We design healthcare training covering HIPAA, empathy, and clinical escalation.
Launch & monitoring
QA scorecards and calibration sessions keep quality high and audit-ready from day one.
Ready to talk?
15 minutes. No pitch. Just clarity on your next step.
Explore more
Our services
Call Center Outsourcing
Vendor-neutral BPO matching and advisory. Find the right partner without the sales pitch.
Learn more →Call Center Strategy
Build a winning contact-center strategy: operating model, KPIs, tech stack, and roadmap.
Learn more →Journey Mapping
Journey maps that get used, tied to real operational changes, not slide-deck theater.
Learn more →CX Technology & CRM
Vendor-neutral CX platform selection and implementation. We don’t resell, we advise.
Learn more →Frequently Asked Questions
Can I outsource healthcare customer service while maintaining HIPAA compliance?
What patient experience metrics should healthcare organizations track?
How do outsourced agents handle the emotional complexity of healthcare calls?
What types of healthcare organizations benefit most from outsourcing?
We Wrote the Playbook!
Sign up and get your free copy today
Ready to get started?
Book a free 15-minute discovery call. No pitch, no commitment.
Book a Free 15-Min Consultation