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Health Insurance
Call Center Services

Health Insurance BPO built for performance and customer loyalty

Increase service capacity and patient satisfaction through optimized insurance support.

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What is a health insurance call center?

A health insurance call center is a team of specialized agents providing customer support to health insurance users. Call center health insurance services include streamlining insurance verification, assisting with policy inquiries, providing assistance, and offering guidance on new policies and opportunities. Health insurance call centers handle high volumes of calls and reduce wait times through cutting-edge technology and customer care best practices.

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Advanced technology integration

Vastly improve customer interactions with cutting-edge tools

24/7 availability

Your customers have full access to health insurance support, day or night

Multichannel Support

Meet your customers where they are, using the channels they prefer to use

Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.

We understand health insurance support challenges

Health insurance programs are designed to support members, but growing service demands, complex regulations, and high call volumes can strain internal teams and disrupt the customer experience. Without the right systems in place, long wait times, policy confusion, and emotional interactions lead to employee burnout, increased attrition, and reduced satisfaction. Addressing these challenges with specialized health insurance support is critical to protect operational stability, ensure compliance, and deliver the level of care members expect.

Complex & Ever-Changing Regulations

Handling Sensitive, Emotional Interactions

High Call Volumes During Peak Seasons

Policy Complexity & Customer Confusion

Just a few of our satisfied clients

You're in good company when you partner with ROI CX Solutions.

Health insurance call center solutions tailored to you

We support health insurance providers by solving their most pressing support challenges through specialized teams, secure infrastructure, and scalable service models. Our health insurance BPO solutions deliver multichannel, HIPAA-compliant support that enhances the member experience while meeting regulatory demands. With advanced forecasting tools, real-time coaching, and dedicated compliance oversight, we help insurers reduce errors, improve satisfaction, and stay focused on what matters most—delivering high-quality care and coverage.

HIPAA-compliant infrastructure

Workforce scalability

Multichannel support

Real-time coaching tools

Dedicated compliance teams

Advanced forecasting software

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Why health insurance companies choose ROI CX Solutions

A health insurance outsourcing leader, ROI CX Solutions achieves efficiency and customer and employee satisfaction through years of expertise and custom solutions.

Regulatory Compliance & Risk Mitigation

We strictly adhere to all compliance regulations and mitigate risks with professional services and seamless technology integrations.

Scalable, Cost-Efficient Support

Our scalable, cost-efficient support engages patients during peak demand to provide the care your customers need.

Enhanced Member Experience

We enhance member experience through specialized agents sourced where you need them, expanding your language capabilities and service quality, boosting satisfaction.

Our services

ROI CX provides various contact center solutions, ensuring customers receive the best service possible while all hands are on deck.

Call center outsourcing

Revenue Cycle Management

Billing and payment support

Workforce Management

Omnichannel Customer Support

24-Hour Telephone Answering Services

Business woman by computer for a job in the office.

Why ROI CX for health insurance outsourcing services?

ROI customizes solutions for health insurance companies, taking a strategic and whole-picture approach to customer support. We assess your goals and implement specific solutions to address your challenges and achieve measurable results. Our dedicated teams map the patient journey, working with you and implementing advanced technology to better understand customer needs and personalize support. ROI prioritizes quality and puts the customer experience first by securely handling data and following all regulations, reducing errors and improving trust in your company.

Health Insurance BPO services FAQs

What services do health insurance call centers typically provide?

Health insurance call centers provide services such as appointment scheduling, medical inquiry responses, insurance policy and billing support, patient advocacy, telehealth assistance, and provider information.

Are health insurance call centers HIPAA-compliant?

Yes, health insurance call centers are HIPAA-compliant. Call centers comply with all protocols and regulations to securely handle patient information.

How do you handle high call volumes during open enrollment?

We  handle high volume during open enrollment by providing after-hours and overflow support, enhancing self-service capabilities, automating routine requests, and implementing advanced technology to forecast and prepare for demand surges.

Can you handle multilingual support?

Yes, we offer multilingual support. ROI works with insurance companies to understand patient needs and provide the multilingual expertise they require.

How are agents trained to handle sensitive or emotional calls?

Health insurance call centers train agents in de-escalation techniques to handle sensitive or emotional calls. Agents practice active listening and utilize real-time tips and guidance based on successful interactions to enhance patient experiences and improve satisfaction.

What technologies do you use to improve member experience?

We use various advanced technologies to improve member experience, including Interactive Voice Response (IVR) technologies to streamline call routing, CRM integration for personalized customer support, Automatic Call Distribution (ACD) for streamlining workflows, and omnichannel integrations for efficiently engaging customers.

Can you integrate with our existing systems?

Yes! We seamlessly integrate with existing systems and tech stacks for a smooth and secure takeover of operations. We are an Epic approved BPO vendor and integrate with all other EMRs/EHRs, as well.

What KPIs do health insurance call centers typically track?

Health insurance call centers track KPIs such as average interaction handling time, average speed of answer, hold time, abandonment rate, first-call resolution, transfer rate, customer satisfaction, claims ratios, loss ratios, premium growth rate, cost per claim, claims denial rate, and more.

Tech stack

We utilize a full stack of customer service and support solutions, including:

Interested in a free quote?

Get in touch with us today to discover what ROI CX Solutions can do for your business.