Healthcare Solutions
Patient-Centered Support That Delivers Compassion
Healthcare contact centers carry a unique burden: every call is personal, every mistake has consequences, and every regulation matters. Mpathic builds 100% US-based support programs that treat patients like people—not ticket numbers—while keeping your organization audit-ready and operationally resilient.
Industry Challenges
Healthcare CX is uniquely demanding.
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Overwhelming Call Volume
Open enrollment surges, post-discharge follow-ups, and benefit verification requests create unpredictable volume spikes that overwhelm internal teams. Dropped calls don’t just hurt metrics—they delay care.
Compliance Is Non-Negotiable
HIPAA, HITECH, and state-level privacy regulations demand rigorous controls over every patient interaction. A single breach can trigger OCR investigations, seven-figure fines, and irreparable trust damage.
Fragmented Systems and Workflows
EHRs, practice management platforms, billing engines, and patient portals rarely talk to each other. Agents waste time toggling between systems while patients wait—and frustration compounds.
Rising Patient Expectations
Consumers now expect the same convenience from their health plan that they get from a retailer. Real-time updates, digital self-service, and empathetic live support aren’t luxuries—they’re table stakes.
A Better Way Forward
Where technology meets the human side of healthcare.
We believe AI should handle the repetitive—eligibility lookups, appointment confirmations, claim status checks—so your agents can focus on the moments that require empathy, clinical context, and careful listening. The result is faster resolution, stronger patient trust, and a workforce that finds genuine meaning in their work.
Empathy at Scale
Every agent is trained in trauma-informed communication and health literacy principles. Patients feel heard—even during high-volume periods.
HIPAA-First Architecture
Compliance isn’t an add-on. Our technology stack, training programs, and QA frameworks are built from the ground up around PHI protection and access controls.
AI That Augments Clinically
Intelligent routing, real-time knowledge retrieval, and automated documentation let agents operate with clinical-grade accuracy without the clinical degree.
How We Help
Purpose-built healthcare contact center capabilities.
From appointment scheduling to complex billing inquiries, Mpathic delivers the specialized capabilities healthcare organizations need—staffed by US-based teams who understand the stakes.
Patient Access & Scheduling
Inbound and outbound scheduling across providers, locations, and specialties. We integrate with Epic, Cerner, athenahealth, and other EHR platforms to manage appointments in real time.
Billing & Reimbursement Support
Explanation of benefits, payment plan setup, balance inquiries, and claim status updates. We reduce billing-related call-backs by giving patients clear, accurate answers the first time.
Benefits Verification & Eligibility
Pre-visit eligibility checks, prior authorization follow-up, and coverage verification. Our agents navigate payer portals with speed and accuracy so patients know what to expect financially.
HIPAA-Compliant QA & Monitoring
100% interaction monitoring with PHI-aware scoring rubrics. Every call, chat, and email is evaluated against compliance requirements and patient experience benchmarks.
Care Coordination & Follow-Up
Post-discharge outreach, referral management, and chronic care check-ins. We extend your care team’s reach without adding clinical FTEs, improving outcomes and reducing readmissions.
Multilingual & After-Hours Coverage
English and Spanish support with extended hours to serve diverse patient populations. Patients access help when they need it—not just when the front desk is open.
How It Works
From assessment to go-live in weeks, not months.
Our structured engagement methodology is designed for the regulatory rigor and operational complexity of healthcare—so you get a compliant, high-performing program without the typical implementation drag.
Operational Assessment
We audit your current patient access workflows, call routing logic, technology stack, and compliance posture. We identify the highest-impact gaps between your current state and best-in-class healthcare CX.
Program Architecture
We design your staffing model, technology integrations, QA framework, and escalation protocols around your specific clinical workflows, payer mix, and patient demographics.
Hiring & HIPAA Training
Merit-based recruiting sources agents with healthcare aptitude and empathy. Every team member completes comprehensive HIPAA training, PHI handling certification, and product-specific onboarding before taking a single call.
Controlled Launch
Go-live with dedicated program management, real-time dashboards, and daily calibration sessions. We obsess over the first 30 days to build the compliance and performance foundation for long-term success.
Optimize & Expand
Continuous improvement powered by patient feedback, QA data, and operational analytics. We refine routing, update knowledge bases, and deploy AI tools as your program matures.
Proven Results
Numbers that speak for themselves.
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Patient Satisfaction (CSAT)
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HIPAA-Trained Workforce
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US States Represented
Services for This Industry
Healthcare-specific service capabilities.
Every Mpathic service is tailored to the compliance requirements and patient expectations of the healthcare industry.
Free Resources
Go deeper — on us.
We believe in giving away real value. These resources are built from the same expertise we bring to every client engagement.
The HIPAA-Compliant Contact Center Playbook
A comprehensive guide to building and operating a contact center that meets HIPAA, HITECH, and state privacy requirements—without sacrificing patient experience.
Get Free DownloadAI in Healthcare CX: Balancing Automation and Empathy
How leading health systems deploy AI to reduce handle time and improve accuracy while preserving the human connection patients need most.
Get Free DownloadPatient Access Benchmark Report 2025
Industry benchmarks for call abandonment, scheduling accuracy, first-call resolution, and patient satisfaction across health systems, payers, and provider groups.
Get Free DownloadCommon Questions
What leaders ask us most.
Are your agents HIPAA-certified?
Every Mpathic agent completes comprehensive HIPAA and PHI handling training before their first patient interaction. We maintain ongoing compliance education, conduct regular audits, and enforce strict access controls aligned with OCR guidance.
Can you integrate with our EHR system?
Yes. We have experience integrating with Epic, Cerner, athenahealth, eClinicalWorks, and other major EHR platforms. Our technical team handles configuration and testing so your agents have real-time access to scheduling, eligibility, and patient records.
How do you handle protected health information?
PHI protection is built into every layer of our operation—encrypted communications, role-based access controls, BAA execution, workforce training, and continuous monitoring. We treat compliance as a foundation, not a checkbox.
How quickly can you ramp a healthcare support team?
Most healthcare programs launch within 4–6 weeks. Our structured onboarding, pre-built HIPAA training modules, and deep talent bench allow us to ramp quickly while maintaining the compliance rigor your organization requires.
Do you support after-hours and weekend coverage?
Absolutely. We offer extended hours, weekend, and holiday coverage with English and Spanish support. Patients access help when they need it—not just during business hours.
Ready to elevate the patient experience?
Let’s design a healthcare contact center program that balances compliance, compassion, and operational efficiency. No pressure, no pitch deck—just a real conversation about what your patients need.