Should You Outsource Your Medical Call Center Services to the Philippines?

Got a Medical Business? Find Out if  You Should outsource Your Medical Call Center Services to the Philippines?

When running a medical practice or healthcare facility, your focus remains on providing excellent patient care. However, patient support, appointment setting, billing inquiries, and other administrative tasks are essential parts of the business that can strain resources. 

Outsourcing medical call center services to the Philippines has emerged as a popular and practical solution. 

Below, we explore eight reasons why the Philippines is the ideal outsourcing destination and take a deeper look at what tasks you can outsource, specific cities to consider, and why Bacolod stands out as the top choice.

Reasons to Outsource Medical Call Center Services to the Philippines

• Highly Skilled Workforce
  The Philippines is known for its educated workforce, many of whom have backgrounds in healthcare and other related fields.
• Fluency in English
  English is one of the official languages of the Philippines, and Filipino professionals have a high level of fluency and neutral accents, making communication seamless.
• Cultural Compatibility
  Filipino workers are well-versed in Western culture and etiquette, which enhances patient satisfaction and ensures better engagement.
• Cost Savings
  Outsourcing to the Philippines significantly reduces labor costs as compared to hiring in-house staff in the US or other Western countries.
• Advanced Infrastructure
  The Philippines boasts state-of-the-art facilities, satellite-powered high-speed internet, and reliable backup systems for uninterrupted operations.
• 24/7 Operations
  Time zone differences allow call centers in the Philippines to offer around-the-clock services, ensuring your patients are supported any time of the day or night.
• Strong Support Industry
  The country has a robust Business Process Outsourcing (BPO) sector specializing in healthcare services, offering unparalleled expertise and scalability.
• Government Support
  The Philippine government provides incentives for outsourcing companies, ensuring a business-friendly environment for long-term growth.

Medical Tasks You Can Outsource to the Philippines

Outsourcing can cover a broad range of medical and administrative responsibilities. 

Here are ten tasks you can delegate:

• Patient appointment scheduling
• Medical billing and coding
• Insurance verification
• Prescription refills management
• Patient follow-ups and reminders
• Lab results communication
• Telemedicine setup and support
• Claims processing
• Front desk support
• Handling patient inquiries via phone, email, or chat

10 Cities in the Philippines for Call Center Services

• Bacolod City
  Known as the “City of Smiles,” Bacolod offers a strong talent pool, lower costs due to its provincial setting, and a location sheltered by mountains, reducing risks from typhoons and earthquakes.
• Metro Manila
  The bustling capital region, Metro Manila is the epicenter of the country’s business process outsourcing (BPO) industry, offering an extensive labour force, well-developed infrastructure, and a concentration of multinational companies.
• Cebu City
  Known as the “Queen City of the South,” Cebu combines a thriving IT-BPO sector with rich cultural heritage, abundant talent, and a strategic location central to the Visayas region.
• Davao City
  One of the safest cities in the country, Davao offers a promising BPO industry with a skilled workforce, competitive operational costs, and proximity to Southern Philippines’ growing markets.
• Iloilo City
  Iloilo has emerged as a growing hub for business, offering a mix of high literacy rates, government support, and lower operational expenses in a picturesque urban setting.
• Clark (Pampanga)
  A former U.S. military base, Clark is now a rising economic zone with modern infrastructure, tax incentives, and a thriving workforce, strategically located near Metro Manila.
• Baguio City
  Nestled in the mountains, Baguio combines a cool climate with a well-educated population, making it a preferred location for BPO services outside the lowlands.
• Cagayan De Oro City
  Dubbed the “City of Golden Friendship,” Cagayan De Oro is a service gateway to Mindanao with a growing BPO sector and young, dynamic workforce.
• General Santos City
  Known for its rich seafood industry, General Santos is also emerging in the BPO sector with affordable operating costs and an eager talent pool.
• Dumaguete City
  Often called the “City of Gentle People,” Dumaguete offers a combination of a skilled workforce, serene environment, and low cost of living, perfect for outsourcing operations.

Why Bacolod is the Best Choice

Bacolod stands out as an ideal outsourcing destination due to its advanced facilities and strategic advantages. Lead Outsource, based in the heart of Bacolod, operates a solar, generator, and electric-powered three-story facility with high-speed internet powered by satellites and Starlink. 

Our team of 300 professionals, including medical practitioners and local talents, works 24/7, 365 days a year, ensuring seamless medical call center operations for the US market. The city’s shelter from natural disasters like typhoons and earthquakes further ensures business continuity.

Prominent Medical Companies Outsourcing to the Philippines

• UnitedHealth Group: A global leader in healthcare services and insurance, UnitedHealth Group focuses on innovative health care solutions and data-driven insights to enhance patient outcomes.
• Aetna: Aetna, part of the CVS Health family, provides a wide range of health insurance products and related services, prioritising affordable and accessible care.
• Humana: Known for its Medicare Advantage offerings, Humana delivers health insurance plans and wellness solutions designed to improve health and well-being.
• Kaiser Permanente: A leading integrated health care provider, Kaiser Permanente combines insurance and care delivery, emphasizing preventive care and patient-centered treatment.
• Cigna: Cigna offers global health services including insurance plans, mental health support, and wellness programs to meet diverse customer needs.
• Blue Cross Blue Shield: A federation of independent companies, Blue Cross Blue Shield covers millions of Americans with diverse health insurance options and community-focused care initiatives.
• Anthem: A prominent health benefits company, Anthem provides a variety of plans and services aimed at simplifying healthcare and improving accessibility.
• Molina Healthcare: Specializing in government-funded health programs like Medicaid and Medicare, Molina Healthcare strives to provide quality services to underserved populations.
• CVS Health: Combining pharmacy services, retail health, and insurance solutions, CVS Health is redefining health care accessibility and affordability.
• Medtronic: A global leader in medical devices, Medtronic develops innovative technologies designed to alleviate pain, restore health, and extend lives.

Pros and Cons of Outsourcing to the Philippines

Pros:

• Lower labor and operational costs
• Access to a highly skilled and reliable workforce
• Around-the-clock operations
• Advanced IT infrastructure and reliable internet
• Strong cultural compatibility

Cons:

• Need for effective management of remote teams
• Dependency on vendor reliability
• Potential learning curves for highly specialized tasks

Long-Term Cost Savings

By outsourcing your medical call center needs to the Philippines, you can save anywhere from 30%-70% in operational costs. 

These savings stem from lower provincial rates in cities like Bacolod, utilizing an in-house team for efficiency, and avoiding expenses associated with office infrastructure and employee benefits. 

Companies like Lead Outsource specialize in delivering high-quality services while maintaining a low-cost model.

How to Get Started

• Identify Your Needs – Determine the specific tasks and services you want to outsource.
• Choose the Right Partner – Work with reputable outsourcing providers like Lead Outsource, who have expertise in medical call center operations.
• Develop an Implementation Plan – Collaborate closely with your outsourcing provider to establish workflows, KPIs, and training protocols.
• Seamless Transition – Gradually transition tasks to the outsourcing team to ensure minimal disruption.
• Monitor and Improve – Continuously review performance metrics to optimize operations.

At Lead Outsource, we pride ourselves on innovation and excellence. With our professional team and robust facilities in Bacolod, we provide unmatched support for medical call center needs tailored to the US healthcare market. 

Get in touch with us today to take your operations to the next level!