Customer service is a top priority in every business, and for good reason. In medical practices, patients are the foundation of the business. Looking for ways to improve their experience could help you retain customers while delivering more value to them.
The demand for bilingual call centers is growing in the U.S. – and shows no signs of slowing down. United States of America is a multicultural country and with that comes multiple languages that converge.
One of them is Spanish, the second most common non-English language spoken in the country. There are an estimated 41 million Spanish speakers in the U.S. and that number is increasing.
According to the U.S. Census Bureau, it is estimated that by 2050, the United States will have 138 million Spanish speakers.
People need medical assistance, and medical practices need to be ready. Their main purpose is to provide excellent care for patients regardless of their language.
Benefits of having bilingual call center services for your practice
Remove barriers between your medical practice and your patients, increase customer satisfaction, and deliver a great customer experience with bilingual customer service representatives.
Also, you can lower costs while maintaining professional customer support when you outsource your bilingual call center.
Here are some benefits of having bilingual call center services for your medical practice:
At Health Prime, our abandon rate from last month was 4.08% and our customer satisfaction survey is at 4.6 out of 5.
Make sure you deliver a great customer experience for your patients with low waiting times every time they contact us.
Make sure your call center services are HIPAA-compliant
Before choosing a call center to work with, healthcare organizations must ensure that they are HIPAA compliant. HIPAA-compliant call centers enable medical practices to make sure their information and their patients are safe and protected.
At HP, we validate the account patients are calling from and verify if they are the patient. If they are not the patient, we check if the person is an authorized party on the account. This means the patient has signed a document authorizing somebody else to get information about their account or that the practice annotated that on the PMS system.
We always confirm that we are speaking to the patient. It is essential to validate if that person is allowed to get the information.
Healthcare offices and their business associates must comply with the HIPAA privacy, security, and breach notification rules and implement reasonable safeguards to prevent violations. Even with controls in place, violations and data breaches can still occur. Most breaches are unintentional but still represent a serious issue that can bring major consequences.”
If you want to know more about how you can reduce HIPAA risks in your medical practice, read our blog: What are some best techniques to improve your medical practice?
At Health Prime, we can help!
At Health Prime, we serve as the point of contact for all patients regarding their medical billing services. We serve more than 400 clients across different PMS systems.
HP provides quality bilingual customer support to help your customers and allow you to achieve your medical practice´s goals. We operate globally, with a presence in the United States, India, and Costa Rica.
Our team will help your patients process payments, explain their balances to your office, handle refund requests, answer questions about insurance, update insurance information, and more.
We also have balance reminder phone calls, so your patients will be aware they have a balance with your office. We offer them to make a payment or set up a payment plan before they are moved to collections.
If you want to know more about the benefits of having bilingual call center services for your medical practice and how Health Prime can help you handle your customer service, feel free to reach out to us at [email protected]
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