Secure Healthcare and HealthTech Support Outsourcing Solutions from the Philippines
Outsource healthcare support with HIPAA-aware agents trained in EHR, patient portals, and insurance workflows. SupportZebra helps HealthTech and provider brands scale securely—no long-term contracts.
Healthcare Support KPIs That Set Us Apart
First Response Time (Chat/Email) < 1 minute
Average Handle Time: 5 to 8 minutes
First Contact Resolution: 85% to 90%
CSAT: > 90%
Appointment Scheduling Accuracy: > 98%
PHI Handling Accuracy: 99.9%
Healthcare & HealthTech Support Services We Offer
Patient & Member Support
- Responding to inquiries via secure channels: phone, chat, email, and in-app
- Supporting patients with appointment scheduling, cancellations, and reminders
- Assisting users with insurance coverage questions and provider verification
- Handling telehealth access issues, login troubles, or video session failures
- Answering questions about treatment plans, care programs, and onboarding guides
Billing & Claims Assistance
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- Clarifying medical bills, out-of-pocket estimates, and coverage breakdowns
- Assisting with copay, deductible, and reimbursement questions
- Escalating disputed or denied insurance claims to the right team
- Helping patients update payment methods and review transaction histories
- Setting up recurring payments, statements, and e-bill reminders
App & Portal Support
- Troubleshooting login issues and patient registration flow errors
- Guiding users through EHR portals, lab results, and prescription refill requests
- Supporting password resets, 2FA, and device compatibility for telehealth
- Flagging bugs, glitches, and UX friction for escalation to engineering teams
- Providing structured documentation for app usage, features, and updates
Clinical Trial Support & Recruitment
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- Pre-qualifying patients via screening questions and eligibility workflows
- Assisting with study enrollment, consent form status, and site coordination
- Following up with patients for appointment reminders and participation milestones
- Escalating adverse event reports and documenting them properly
- Guiding participants through compliance procedures and data collection protocols
Compliance, HIPAA & Privacy-Aligned Support
- Enforcing HIPAA-trained support standards, redaction, and data handling procedures
- Verifying patient identity using multi-step protocols
- Routing sensitive issues to onshore compliance leads or data officers
- Educating users about privacy policies, consent terms, and data access requests
Back Office & Healthcare Ops Support
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- Tagging tickets by category (billing, clinical, tech, onboarding, insurance)
- Maintaining patient help center content and chatbot flows
- Aggregating patient sentiment, support trends, and friction points
- Reporting weekly CSAT, resolution rates, and queue activity metrics
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Omnichannel Healthcare Support Readiness
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- Trained on tools like Zendesk, Salesforce Health Cloud, Athenahealth, eClinicalWorks, and Epic MyChart
- Support available across email, phone, chat, SMS, and patient portal messaging
- Delivery tone adjusted to match regulatory, clinical, and accessibility needs
Why Healthcare & HealthTech Brands Choose SupportZebra
Maximize ROI by Delegating Tier 1 Support
SupportZebra handles high-volume, Tier 1 inquiries like appointment rescheduling, billing questions, login issues, and patient portal support — allowing your internal clinical or compliance teams to focus on escalations, escalated medical concerns, and critical case management. This improves response time, reduces agent fatigue, and lowers cost-per-resolution.
Faster Ramp-Up, Zero Lock-In
Whether you’re rolling out a new telehealth feature, scaling trial participant support, or experiencing seasonal volume spikes, SupportZebra offers 30- or 90-day pilots with flexible staffing. You get fast onboarding and operational support — without long-term contracts.
SOC 2 Type 2 & HIPAA-Aware Support
Your patient data and workflows deserve enterprise-grade protection. SupportZebra is SOC 2 Type 2 certified, with strict access controls, secure infrastructure, and audit-ready processes. Our agents are trained in HIPAA-compliant handling of PHI, identity verification, and privacy policy enforcement.
Culture-First Teams with Low Turnover
Agent continuity is crucial for patient trust. Unlike high-churn call centers, SupportZebra invests in long-term employee engagement. This reduces retraining, backfilling, and performance dips — and ensures that your patients hear a familiar, professional voice every time they reach out.
Focused on Clarity, Compassion & Accuracy
In healthcare, clear and empathetic communication can be the difference between trust and confusion. Our agents are trained to deliver responses that are medically appropriate, easy to understand, and aligned with your brand tone — reducing errors and ticket reopens.
Omnichannel Support That Meets Patients Where They Are
From chat, phone, email, SMS, and in-app messaging, SupportZebra delivers omnichannel support tuned for accessibility, urgency, and patient experience. Whether it’s elderly patients needing voice guidance or younger users texting via apps — we meet every journey with consistency and care.
Integrated with Your Clinical & Product Workflows
We don’t operate in a silo. SupportZebra’s teams sync closely with your internal stakeholders — whether that’s your product, operations, compliance, or care delivery teams — to improve workflows, reduce handoff friction, and close the loop between support and clinical engagement.
Platforms We Know. Tools We Support.
At SupportZebra, we don’t just learn your healthcare tech stack — we embed into it. Our agents are trained across leading HealthTech platforms, patient engagement systems, EHR tools, and compliance workflows, ensuring smooth integration, low ramp time, and clinical-grade reliability.
Customers
Patient Support, Scheduling & Care Platforms
Communication & Front Desk Systems
Billing, Insurance & Claims Support
LMS, Training & Content Management
Compliance, Security & Access Control
Analytics, QA & Workflow Tools
How to Pick the Right Healthcare & HealthTech Support Center in the Philippines
Choosing a partner for patient, member-, or provider-facing support isn’t only about filling seats—it’s about security, empathy, and clinical accuracy. Use this checklist when vetting Philippine BPOs—and see how SupportZebra stacks up.
1. Validate SOC 2 (Type 2) Certification + HIPAA Alignment
- Why it matters: PHI breaches can trigger heavy fines and erode patient trust. Many BPOs skip a full SOC 2 audit or rely on “HIPAA-like” policies.
- SupportZebra is SOC 2 Type 2 certified and operates HIPAA-aware workflows: encrypted VDI workstations, audit trails, role-based access, and annual security refreshers.
2. Confirm Data-Privacy Governance & DPO Oversight
- A qualified BPO will have a Data Privacy Officer who enforces GDPR, CCPA, and local DOH/BSP guidelines.
- SupportZebra runs quarterly privacy drills, agent recertifications, and strict PHI redaction policies.
3. Look for Authentic Culture & Low Agent Turnover
- High churn means constant retraining and inconsistent bedside manner.
- Our employee-first culture keeps attrition low, so patients hear familiar, compassionate voices—reducing confusion and repeat calls.
4. Demand Flexible, No-Lock-In Terms
- Clinical trials, flu seasons, or product launches can spike ticket volume 40 – 60 %. Your partner should flex seats without multi-year penalties.
- SupportZebra offers 30- and 90-day pilots with flexible staffing so you can surge for enrollment drives, then right-size post-study.
5. Prioritize HealthTech Platform Fluency
- Agents should arrive knowing Homecare Homebase, Athenahealth, Epic MyChart, ClearCare, and Amazon Connect—or reach proficiency fast.
- SupportZebra’s enablement program delivers production-ready agents within 14 – 30 days, including HIPAA and platform QA checkpoints.
6. Expect Outcomes—Not Just Resolved Tickets
- The right partner raises CSAT, reduces no-shows, and boosts portal adoption.
- SupportZebra tracks first-contact-resolution, CSAT > 90 %, scheduling accuracy 98 %+, and PHI-handling accuracy 99.9 %, sharing live dashboards with your ops team.
Use these criteria when evaluating any Philippine call-center provider—then see how SupportZebra measures up.
Frequently Asked Questions – Healthcare & HealthTech Support Outsourcing
Is SupportZebra SOC 2 Type 2 certified and HIPAA-aware?
Yes — SupportZebra is SOC 2 Type 2 certified. All workflows, devices, and data stores meet HIPAA-aligned safeguards: encrypted VDI, audit logs, role-based access, and annual security refreshers. Your PHI remains protected under enterprise-grade controls.
Can you match U.S. clinic hours and after-hours coverage?
Absolutely. We staff PST, MST, CST, EST, and weekend shifts, plus 24 × 7 nurse-line or portal support if needed. Schedules are built around your SLAs, so patients receive timely help without “off-hours” gaps.
Do your agents communicate clearly with patients and providers?
Yes. Agents speak neutral, globally understood English and receive specialized training in medical terminology, empathy, and regulatory phrasing. QA teams review calls, chats, and emails for clarity, tone, and compliance.
How do you ensure HIPAA privacy and data-handling best practices?
A full-time Data Privacy Officer oversees HIPAA, GDPR, and CCPA adherence. Agents complete annual HIPAA certifications, sensitive tickets are isolated in secure queues, and any PHI in knowledge bases is redacted or access-restricted.
Which healthcare platforms and tools are you fluent in?
We routinely support:
- EHR/EMR: Athenahealth, Epic MyChart, AdvancedMD, DrChrono
- Home health & hospice: Homecare Homebase, HospiceMD, ClearCare/WellSky
- Contact & telehealth: Amazon Connect, RingCentral, Zoom Health
- LMS & QA: Relias, Playvox, Looker
Need a proprietary system? Our enablement team reaches production proficiency in 14-30 days.
Which support channels do you cover?
Email, phone, live chat, SMS, in-app messaging, and patient-portal tickets. We also integrate with Slack Connect or Microsoft Teams for real-time internal collaboration.
What specific healthcare functions can SupportZebra handle?
- Appointment booking, rescheduling, and reminders
- Insurance verification and basic claims inquiries
- Telehealth troubleshooting (audio/video, device setup)
- Billing explanations, copay/deductible questions, payment updates
- Patient-portal guidance and password resets
- Clinical-trial pre-screening and participant follow-ups
- Back-office ticket tagging, knowledge-base upkeep, CSAT reporting
How quickly can we launch a new program?
Most healthcare programs go live in 30–60 days depending on compliance onboarding and system integrations. We offer 30- and 90-day pilots with no long-term commitment, so you can validate KPIs before scaling.
Testimonials
“SupportZebra was the first partner we worked with that was clearly driven to help us reach our goals and willing to go above and beyond when the situation called for it. ”
SalesNexus
“The team that we have built with SupportZebra is fantastic! They are eager to learn, sharp, and extremely dependable.”
EJ Wholesale
``Support Zebra has been a game changer for our business. After bringing on a SZ team member, we've managed to improve our operational efficiency and further focus our sales efforts.``
