As of November 2026, TSI's CXBPO team provides healthcare business process outsourcing (BPO): an outsourced patient contact center for hospitals, health systems and medical groups. It handles scheduling and call overflow, balance questions, payment plans and outreach before and after care, by text, email, chat and phone. Agents pass a HIPAA and privacy exam before their first live contact, and every call is recorded and scored against your rules.
Can I move my Thursday visit?
Yes. Friday at 9:15 a.m. is open. Reply 1 to book it.
1
You're booked for Friday at 9:15 a.m. Reply STOP to opt out of texts.
- Calls waiting3
- Chats open5
- Service level82%
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
The phone is where patient access breaks first
Ask your front desk what eats their day. In a March 10, 2026 MGMA Stat poll, 45% of medical practice leaders named eligibility and prior authorization as their staff's most time-consuming phone task, and 31% named scheduling.
Every minute spent on hold with a payer is a minute nobody answers the patient line. Patients who can't get through abandon the call, miss the appointment or show up with a balance they never understood. Then they call back, angrier.
Hiring your way out is slow. SQM Group (2023) found new contact center agents take six months or more to perform like an average agent, and that clock restarts every time someone quits.
What healthcare BPO covers
Healthcare BPO means handing patient-facing and administrative work to an outside team. At TSI it splits across three teams, and a balance or a request moves between them with its history attached.
| Work | TSI team |
|---|---|
| Patient calls, texts, chat and email: scheduling, overflow, billing questions | Patient contact center (this page) |
| Registration fixes, referral paperwork, mailed forms | Back-office processing |
| Aged and denied insurance claims | Healthcare Revenue Cycle Management (RCM) |
| Patient balances after the first statements | Early-out self-pay |
What's included
Scheduling by text and phone
Two-way reminder texts patients can answer to confirm or move a visit, plus inbound scheduling calls and rescheduling on your system and your rules.
Chat and email replies
Written answers to scheduling, directions and billing questions in your templates, with anything clinical routed by your escalation rules.
Billing and balance questions
Patients asking what they owe and why. Agents explain the statement, set up payment plans inside the limits you approve and take payments.
Overflow and after-hours
Calls your staff can't reach during peaks, at lunch and overnight, answered in your name.
Outreach before and after care
Reminders, follow-up after a visit and preventive campaigns, scripted with your clinical and compliance teams.
Surges you can see coming
Open enrollment, a new location, a system conversion or Medicaid work requirements, which 43 states and DC must start by Jan 1, 2027 (CMS, June 2026). We plan the ramp backward from the date.
Clinical questions stay with your clinical staff. Agents route them by the rules you set, and they never give medical advice.
Call overflow: when to start and how it works
You probably need overflow help if the abandon rate climbs in your busiest hour, staff skip lunch to cover the phones or callbacks pile up overnight. Flu season, January deductible resets and a new clinic opening are the usual triggers.
Overflow is the easiest way to start. Calls roll to TSI when your queue passes a wait time or a call count you set, agents answer in your name on your scripts and systems, and clinical calls go back to your staff by warm transfer. Once you've seen the quality scores, you can add billing questions, after-hours coverage or the whole line.
How it runs
Connect to the systems your staff already use
TSI's integration team builds secure connections so agents see scheduling, eligibility and claims status on their desktop. Patient data moves over encrypted file transfer or VPN with multi-factor access controls.
Train agents on your rules
Classroom training covers your scripts, your systems and patient privacy. Agents pass stage-gate exams, including one on HIPAA and related laws, before their first live contact.
Supervise the first contacts
New agents start in a supervised nesting area with a mentor. They work alone only after meeting your quality and compliance standards.
Record and score
Patient calls are recorded. Ripple, TSI's real-time compliance and quality monitoring tool, scores every call and can flag an issue before the call ends. TSI's compliance team reviews recorded contacts against your scorecard, and supervisors coach each agent weekly.
Report what happened
Service level, abandon rate, response time on texts and chats, quality scores and complaint root causes, on the schedule in your contract.
Where it fits with the other stages
A balance question today is an early-out account next month. When patient balances need follow-up, TSI's Healthcare Revenue Cycle Management (RCM) team runs early-out self-pay follow-up in your name, with coverage and financial assistance checks before any collection step.
That keeps one standard from the first question about the bill to the last payment. Registration fixes, referral paperwork and mailed forms can go to back-office processing. Hospitals can read more on revenue cycle help for hospitals and health systems, and medical groups on physician groups.
What you see
Reports show contacts by channel and reason, service level and abandon rate on the phones, response times on texts and chats, appointments booked or moved, payment plans set up, quality scores by agent and the root causes behind complaints. Watch the abandon rate in your busiest hour. Calls lost there are appointments that never got booked.
General information, current as of November 2026. It isn't legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.
The company behind the work
Questions buyers ask
What is healthcare BPO?
Healthcare business process outsourcing (BPO) is handing patient-facing and administrative work, such as scheduling calls, billing questions and paperwork, to an outside team that works in the provider's name and on its systems.
What is healthcare call center outsourcing?
It's an outside team answering a hospital's or practice's patient lines. Most providers start with overflow and after-hours calls, then add scheduling, billing questions and outreach once the quality scores hold up.
What is call overflow support for a clinic or hospital?
Overflow support picks up the calls your staff can't reach, at peaks, at lunch or overnight. Calls roll over when your queue passes a limit you set, and agents answer in your name.
What is a patient contact center?
A patient contact center is an outsourced team that answers patients' scheduling, billing and general questions by text, email, chat and phone, in the provider's name and on its systems.
How can a hospital outsource patient scheduling and billing calls?
Start with overflow and after-hours, on your own scheduling and billing systems with access you grant. Add billing questions and payment plans once you've seen the quality scores, and keep clinical questions routed to your staff.
What should a HIPAA compliant patient contact center vendor provide?
A signed business associate agreement, encrypted data transfer, multi-factor and role-based access, agents trained and tested on privacy before live contacts, recorded calls you can review and a contract that names where agents sit. Ask any vendor for each one in writing.
Do your agents work in our scheduling system?
Yes, where you give access. TSI's integration team connects agent desktops to client scheduling, eligibility and claims-status systems so agents see what your own staff see.
Can we hear the calls?
Patient calls are recorded, and you can ask for remote access to the recordings for your program.
Can an outsourced patient contact center cover nights and weekends only?
Yes. Coverage can start with nights and weekends only, answered in your name, with urgent clinical calls sent to your on-call line by your rules.
Get a ramp plan before your next peak
Open enrollment, a new clinic or a system go-live: pick the date. The CX Surge Readiness Review tests your patient-line plan against it and gives you the gaps in writing.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
Let's Connect
Tell us about your accounts
Complete the form below and a TSI specialist will follow up by email.
Paying a bill or have a question about your account? Go to the Consumer Support Hub.