Medical and Healthcare Call Center Services

With new players entering the healthcare market amidst a climate of changing regulations, competition is getting stiff in the industry. Experts consider healthcare customer service to be one function that companies need to optimize to gain a competitive advantage. As people get used to receiving high quality customer service from the other industries that they interact with, their expectations get benchmarked. It falls on the healthcare provider to match up to these demands when these same people enter their premises as patients (or customers of the business).

Invensis Technologies, an expert Call Center Outsourcing Services company, has more than 20 years of experience in providing customized and cost-efficient solutions for the customer care requirements of enterprises around the world, spread across verticals. We ensure that your healthcare organization's customer service offering meets the benchmarks laid down by other successful businesses. We have achieved ISO 9001 and 27001 certification and adhere to stringent information security standards for all customer communication.

Our 24x7x365 multi-channel contact center is equipped with well-trained professionals and the latest call center technology, with facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine and more. We seamlessly engage with your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service).

Utilizing our learnings from our successful partnerships, we facilitate your medical practice to maximize the satisfaction of your customers, and build its reputation as an organization that truly cares about its patients.

  • Customer Care
  • Billing Enquiries Management
  • 24/7 Medical Assistance Helpline
  • Emergency Services Helpline
  • Order Processing
  • Enquiries
  • Front Desk
  • Pharmacy Helpline
  • Collections
  • Appointment Setting and Scheduling
  • Medical Device (HME and DME) Sales
  • Drug and Medical Device Launches
  • Physician, Pharmacist and Patient Surveys
  • Clinical Trials Registration
  • Healthcare Plan Updates
  • Patient Winback
  • 24/7 Customer Support
  • Outreach and Assessment
  • Home Care Assistance
  • Pre-Admission Planning
  • Event Registration
  • Post Discharge Follow Up
  • Scheduling and Reminders
  • Claims Status
  • Peak Call Volume Support
  • After Hours Support
  • Overflow Call Support
  • Dental Answering Service
  • Answering Service
  • Patient Information Verification
  • Insurance Verification
  • Physician Referral
  • Benefit Inquiry, Pre-Certification, Claims Adjudication
  • New Member Welcome Calls
  • Health Insurance Exchange (HIX) Payment Reminders
  • Medication Reminders

We are among the leading customer service outsourcing companies and provide call center services for healthcare providers such as hospitals and clinics, payers, third party administrators, distributors, pharmaceutical and consumer health companies, pharmacies, medical device manufacturers, and others in the healthcare domain. Our call center services for medical insurance providers extend to: commercial payers (indemnity, HMO, PPO, pharmacy - PBM, dental, vision, point-of-purchase discount plans); government; and employer groups.

How Invensis Addresses the Customer Service Challenges

faced by Healthcare Organizations

End-to-End High-Quality Customer Interactions
In the healthcare industry, it is said that the first and last moments of the patient's interaction with the organization form a snapshot of the entire experience. As an ISO 9001 certified company, we train our employees in your brand values and patient care ideals. On all communication channels, we interact with each customer, be it a patient or the relative of a patient, with warmth, courtesy and empathy. From "Hello" to "Goodbye", the conversation is centered on satisfying the customer's need in an optimal manner to build their loyalty towards your enterprise.
Data Security
Invensis has achieved compliance with ISO 27001 and adhere to impeccable quality standards as per ISO 9001:2008, in all processes, leading to high quality output. By outsourcing to us, you can be assured that all confidential health information pertaining to your organization and your patients is safeguarded at all times in our call center operations in keeping with regulatory compliance.
Customer Service Across Channels
As customers take to digital channels of communication in all aspects of their lives, they may also prefer to interact with their healthcare organization in a similar manner. Invensis' 24x7x365 multi-channel contact center provides customer service through all in-demand channels: phone support, live chat, email management, mobile SMS / text and IVR (self-service).
Gain Customer Service Insights
With the aid of call center metrics and regular reports, you will be able to gauge insights about your customer interaction and satisfaction strategies. This will help you to create personalized experiences for particular target segments. Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handling Time (AHT) and Abandoned Call Rate, give you visibility and control across the call center outsourcing process.
Swift Enquiry Redressal
When it comes to healthcare, a swift response is paramount, including when it comes to the first interaction with customer service. With Invensis as your outsourcing partner, you can be assured that all customer interactions are being dealt with in a streamlined, time-efficient and accurate manner, leaving your employees free to focus on other mission-critical tasks.
Scalability
There are certain times, such as an emergency situation or a conference or event, when your medical organization can see a spike in customers wanting information from you. In such scenarios, Invensis will continue to provide your business with essential customer support, by ramping up the agents and technology assigned to your project.
Streamlined Call Center Service through Single Vendor
Invensis offers end-to-end customer service and is your one-stop solution provider for all your support needs. Outsourcing contact center requirements to Invensis will enable your procurement department to avoid the challenges of multi-vendor management, facilitate consistency of customer service and drastically cut down on the risk of outsourcing for your company.
Best-fit Technology
Having the right technology to connect with your customers at your fingertips delivers process efficiencies by saving time and cost. Invensis employs the latest call center technology to ensure that inbound and outbound interactions with logistics and supply chain customers are optimized. The technology we employ has facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine, and more.

How Invensis Addresses the Customer Service Challenges

faced by Healthcare Organizations

In the healthcare industry, it is said that the first and last moments of the patient's interaction with the organization form a snapshot of the entire experience. As an ISO 9001 certified company, we train our employees in your brand values and patient care ideals. On all communication channels, we interact with each customer, be it a patient or the relative of a patient, with warmth, courtesy and empathy. From "Hello" to "Goodbye", the conversation is centered on satisfying the customer's need in an optimal manner to build their loyalty towards your enterprise.

Invensis has achieved compliance with ISO 27001 and adhere to impeccable quality standards as per ISO 9001:2008, in all processes, leading to high quality output. By outsourcing to us, you can be assured that all confidential health information pertaining to your organization and your patients is safeguarded at all times in our call center operations in keeping with regulatory compliance.

As customers take to digital channels of communication in all aspects of their lives, they may also prefer to interact with their healthcare organization in a similar manner. Invensis' 24x7x365 multi-channel contact center provides customer service through all in-demand channels: phone support, live chat, email management, mobile SMS / text and IVR (self-service).

With the aid of call center metrics and regular reports, you will be able to gauge insights about your customer interaction and satisfaction strategies. This will help you to create personalized experiences for particular target segments. Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handling Time (AHT) and Abandoned Call Rate, give you visibility and control across the call center outsourcing process.

When it comes to healthcare, a swift response is paramount, including when it comes to the first interaction with customer service. With Invensis as your outsourcing partner, you can be assured that all customer interactions are being dealt with in a streamlined, time-efficient and accurate manner, leaving your employees free to focus on other mission-critical tasks.

There are certain times, such as an emergency situation or a conference or event, when your medical organization can see a spike in customers wanting information from you. In such scenarios, Invensis will continue to provide your business with essential customer support, by ramping up the agents and technology assigned to your project.

Invensis offers end-to-end customer service and is your one-stop solution provider for all your support needs. Outsourcing contact center requirements to Invensis will enable your procurement department to avoid the challenges of multi-vendor management, facilitate consistency of customer service and drastically cut down on the risk of outsourcing for your company.

Having the right technology to connect with your customers at your fingertips delivers process efficiencies by saving time and cost. Invensis employs the latest call center technology to ensure that inbound and outbound interactions with logistics and supply chain customers are optimized. The technology we employ has facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine, and more.

Invensis - Your Partner to Achieve Business Transformation

Value-added Consultation - invensis

Value-added Consultation

Having 20+ years of experience and expertise in delivering global outsourcing services, we ensure that our value added consultations provides the right answers to your business challenge.

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Business Continuity Planning

We have extensive industry knowledge, resources, skilled personnel, systems, plans and processes in place that ensure business continuity even during emergency situations.

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End to End Customized Services

Invensis provides end-to-end customized services across major business functions and industry verticals ensuring on-time fulfilment of tasks.

Scalable and On-Time Delivery - invensis

Scalable and On-Time Delivery

Invensis possesses deep seated capabilities to scale up services in accordance with changing requirements, ensuring the continuity and on-time completion of your project.

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