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Healthcare Call Center Outsourcing

Patient care deserves American care.

HIPAA-compliant. Empathy-trained. Clinical escalation. Every patient call scored by OttoQA. USA agents only.

Healthcare Program Benchmarks
78%
First call resolution
93.2
OttoQA avg score
4.7
Patient satisfaction
99.1%
HIPAA compliance
Representative benchmarks from active Expivia programs.

HIPAA-compliant operations.

Encrypted pipelines, AI-monitored compliance, enterprise-grade infrastructure. Your patient data is protected by the standards the largest healthcare brands in America require.

Empathy-trained agents.

Healthcare calls are different. Patients are scared, confused, frustrated. Our agents train specifically for healthcare communication. Active listening. De-escalation. Compassionate navigation. Not scripts.

Clinical escalation protocols.

When a call needs a nurse, provider, or urgent care, agents know exactly when and how. Trained judgment backed by clear protocols developed with healthcare partners.

OttoQA scores your patient calls.

Quality, compliance, and sentiment. Real-time dashboards. Not a weekly report. OttoQA scores your calls with 96% accuracy. You see it when we see it.

Patient scheduling and appointment management.

Inbound and outbound scheduling. Appointment reminders. Rescheduling and cancellations. Integration with EHR and practice management systems. Reducing no-show rates with proactive outreach.

After-hours nurse triage support.

Trained agents handle after-hours calls following clinical protocols. Symptom assessment. Urgency classification. Warm transfers to on-call providers when needed. 24/7 coverage so your clinical staff can rest.

Member services for health plans.

Benefits inquiries. Claims status. Provider directory assistance. ID card requests. Open enrollment support. Agents trained on plan-specific language and compliance requirements.

What Is Included
HIPAA Compliant
Full HIPAA compliance. BAA executed. PHI handled per federal requirements.
OttoQA AI Call QA
Patient calls scored for quality, compliance, and empathy by OttoQA, AI call QA with 96% accuracy.
Empathy Training
Agents trained specifically for healthcare communication and de-escalation.
Clinical Escalation
Clear protocols for urgent and clinical transfers. Trained judgment.
EHR Integration
Connect with Epic, Cerner, Athena, and other major EHR platforms.
24/7 Coverage
After-hours, weekends, holidays. Your patients always reach someone.
Proof

A healthcare SaaS platform came to us after two years offshore.

40%
FCR Increase
92+
QA Score Avg

Agent turnover was destroying quality. Patients were frustrated. Within 90 days our USA team hit a 40% first-call resolution increase and sustained 92+ QA scores.

Questions

Healthcare call center questions.

Yes. Full HIPAA compliance with a BAA executed before any data exchange. PHI is handled per federal requirements, and every agent works in the United States.
Patient scheduling and reminders, rescheduling and cancellations, after hours calls under clinical protocols with warm transfers to on-call providers, and member services for health plans like benefits, claims status and ID cards.
OttoQA, AI call QA with 96% accuracy, scores patient calls for quality, compliance and empathy. You see it on a real-time dashboard, not in a monthly sample.
Your patients deserve agents who understand the stakes.

USA-based. HIPAA-compliant. AI call QA.

Book a Discovery Call
Or call: 877-766-7822

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