End-to-End B2B Solutions Reducing Operational Costs and Accelerating Profitability
We deliver HIPAA-compliant healthcare support through a global network of 19 locations and 45 languages, where AI and trained agents work together as a secure operating layer that protects patient data and maintains 90% CSAT.
Hand us your patient calls and feel the difference fast. Our HIPAA-compliant call center services align with your quality standards and compliance rules from the start.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
Backed by AI, our agents take care of scheduling and insurance verification with accuracy, empathy, and attention to patient needs.
Patients book, reschedule, and confirm visits in one call, so your calendar stays organized.
Our agents run insurance verification before each visit, confirming eligibility and prior authorization.
From refill request to pharmacy follow-up, agents close the loop without clinical staff.
Fast handling of billing questions, payments, and statement disputes keeps revenue moving.
Every new patient lands in the right department, registered and verified in one call.
Specialists track referrals end to end and keep patients and providers in sync.
Every healthcare organization operates differently. We adapt staffing, scripts, workflows, and tech integration to match each client’s unique requirements.
When flu season hits, scheduling calls outpace the front desk. With secure access to your EHR systems, our specialist agents absorb overflow using your booking rules. Answer rates hold steady through the surge.
When scheduling, insurance checks, and records requests are routed into a single queue, cross-site routing breaks down. AI distributes calls to trained teams by type, keeping resolution times stable as volume shifts.
Without overnight staffing, after-hours patient calls go to voicemail or drop. Our dedicated support teams cover night and weekend shifts across our 19 locations. Coverage remains continuous around the clock.
If answers vary across agents on sensitive health questions, patients notice it immediately, and it affects their experience. QA reviews and structured coaching sessions standardize responses, ensuring consistency across teams.
Simulate the ROI projection of your customer operations with autonomous voice assistant and flexible specialist integration.
40% savings with annual commitment
Expert Operations monthly cost
Compared:
Traditional (In-House) operations cost
Your requirements fall outside our standard parameters.
Schedule a consultation with our expert team for bottleneck analysis and a clear ROI projection.
40% savings with annual commitment
Expert Operations monthly cost
Compared:
Traditional (In-House) operations cost
Your requirements fall outside our standard parameters.
40% savings with annual commitment
Expert Operations monthly cost
Compared:
Traditional (In-House) operations cost
Your requirements fall outside our standard parameters.
Shared Operations Leader
Learning & Onboarding (L&D) Architect
Quality Assurance (QA) Analyst
Customer Success Manager (CSM)
Service Delivery Manager
End-to-End Corporate Support (Admin, Finance, IT, Legal)
1-2 Dedicated Operations Leaders
Learning & Onboarding (L&D) Architect
Scalable Quality Assurance (QA) Analyst
Service Delivery Manager
Customer Success Manager (CSM)
End-to-End Corporate Support (Admin, Finance, IT, Legal)
Real-Time Operations Analyst (RTA)
2-5 Dedicated Operations Leaders
Dedicated Learning & Onboarding (L&D) Architect
1-2 Dedicated Quality Assurance (QA) Analysts
Dedicated Service Delivery Manager
Customer Success Manager (CSM)
End-to-End Corporate Support (Admin, Finance, IT, Legal)
1 Dedicated Real-Time Operations Analyst (RTA)
*Simulations reflect expert operations costs only; AI voice assistant, telephony licenses and custom integrations are scoped separately based on usage.
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We combine AI with HIPAA-trained agents rather than replacing one with the other. AI deals with basic patient queries, while agents focus on calls that require judgment, empathy, and careful PHI handling. The patients feel in safe hands.
Routes each patient call to the correct queue by reading caller intent before any agent picks up.
Drafts the call summary and updates the patient record so agents move to the next caller sooner.
Resolves simple refill and scheduling requests through self-service before they reach a queue.
Scores every call for script and compliance adherence, ensuring patient data is safe.
Navigate anxious or complex patient calls with context beyond standard scripts.
Verify identity and follow strict consent protocols before accessing any protected health information.
Calm frustrated callers, slow the pace, and keep billing or care disputes from escalating.
Work through unusual insurance, eligibility, and coordination cases that automation leaves unresolved.
We lock in your SLAs, compliance rules, hours, and channels, then plan capacity and determine KPIs.
We carefully select agents who have relevant experience and speak your patients’ language.
We train agents using real patient scenarios, so they feel confident handling your patients from day one.
We answer live, watch queues in real time, and route overflow across locations so patients reach support fast.
We score calls weekly, retrain on gaps, tune routing, and bring you data that turns reactive support into proactive care.
You get HIPAA-trained agents, secure infrastructure, and CX practice honed over 400+ brands, run by people who treat patient calls as carefully as your clinical staff would.
We build teams around patient outcomes, so callers feel heard and your CSAT climbs with every resolved call.
Happy agents stay longer and serve better. Our 86% ESAT means lower turnover on the team handling your patients.
Across 19 locations and 45+ languages, we add seats fast when patient volume spikes, without dropping quality.
Our clients stay 5+ years on average, because we run their patient lines like a long-term part of the practice.
We believe great customer experiences start with great teams, which is why we continue to invest in our talent, our culture, and the way we work. More than 30 industry awards are proof that this approach works.
A HIPAA-compliant call center handles patient calls under a signed agreement and uses strong safeguards like encryption, access controls, secure systems, and regular staff training. These protections are designed to keep patient information safe and meet healthcare privacy requirements.
Yes. Any vendor that handles protected health information must sign a Business Associate Agreement before taking a single call. The BAA makes the call center legally accountable for safeguarding PHI and reporting any breach to you.
HIPAA violations can result in civil monetary penalties that vary based on severity and intent, ranging from per-violation fines to multi-million-dollar annual caps for repeated non-compliance. The highest penalties are applied in cases of willful neglect.
Common functions include appointment scheduling, insurance verification, prescription refills, billing questions, patient intake, and referral coordination. Trained agents work from your protocols and EHR, so each call sounds like your own front desk.
Yes, when the provider runs HIPAA-eligible systems, signs BAAs across every sub-vendor, and audits access. Cognitime CX operates from 19 locations with SOC 2 Type II, ISO 27001, and HIPAA controls applied the same way at every site.
A focused pilot runs in 30 to 60 days, covering recruiting, HIPAA training, script build, and EHR integration. Larger programs scale from a small team to 100+ agents within 90 to 120 days while quality holds.
Pricing depends on call volume, hours, and complexity, and most healthcare programs run on a per-agent monthly model. As a rule, outsourcing patient support cuts operating costs by 20 to 30 percent versus an in-house team.
