Why Call Centers Provide Live Agents for Healthcare Services

Endicott Blog #2 Jan 21


When it comes to the healthcare industry, it’s important to make sure individuals are assisted with care. Those seeking services in this category are oftentimes dealing with sensitive issues or even health-related problems. Can you imagine being redirected through an automated system over and over while not feeling well? Instead of navigating through a roadmap of prompts, patients generally prefer to speak directly with a professional who can guide them to the solutions they are after. Luckily, partnering with a call center that offers live agent support for healthcare services can prevent these time consuming situations from arising.

As the world continues to adjust to new norms amid the ongoing global health pandemic, this specific industry has been tasked with finding ways to successfully manage an increase in demand for services. Ensuring high standards are met is crucial now more than ever. With an unwavering workload, businesses and organizations in healthcare are facing major challenges. Whether it’s dealing with understaffing or simply trying to organize a backlog of patient data, using live agents as a resource can help free up time for employees and management to handle important tasks at hand.

What Kind of Inquiries Can Live Agents Assist With?

Healthcare answering services can provide 24/7 live agents who can conveniently assist members at any time of the day or night. Maybe the caller is looking for an on-call nurse, or they have time-sensitive questions regarding membership eligibility. No matter what the issue may be, professionally trained quality care representatives can navigate callers and find solutions for those inquiries with ease.

There is little room for error when it comes to medical servicing. The right call center will train their staff to an expert level to ensure the needs of members are met. There are a variety of situations that a live agent may be faced with in the healthcare services industry. Let’s explore some ways in which a representative may help:

  • Membership eligibility
  • Event notifications and registration
  • Enrollment procedures and time periods
  • Products available
  • Benefits available based on the member’s plan
  • Benefit changes
  • Literature requests
  • Coverage plans

When a patient contacts an organization, they are entrusting highly-trained medical agents to assess their needs and provide care. With the help of live agents, memorable customer experiences are created that then increase overall retention. In the expansive industry of healthcare, building credibility as a quality provider is crucial in maintaining a brand. Trust means everything to patients, that’s why the right call center can deliver results with its live agents. 

About Endicott Call Centers

Endicott Call Centers is a national call center company with omni-channel services. We are fully equipped to help you with your business and with any particular circumstances. We draw on decades of experience to help you make the right decisions for your business. 

Endicott offers full-service virtual receptionists and a wide variety of other services to help you run your business more efficiently. With Endicott, you have access to:

  • Highly-trained, professional Agents & Receptionists
  • Customized scripts
  • Live agents 24 hours a day
  • 100% US-based locations
  • English & Spanish Speaking Agents
  • HIPAA-compliant For Medical Support
  • 24/7 Solutions for Dentists, Legal offices, eCommerce, and many other industries

Full access to call management and tracking tools that enable you to regularly monitor and evaluate our performance and help you manage your business effectively

Please request a quote or call 800-947-3227 to learn more about our solutions for creating exceptional customer service experiences for your clients. We’re happy to offer our insight into what your customers and employees seek from your company.