The Critical Role of Call Center Outsourcing in Healthcare: How TransPerfect Connect Can Transform Your Member Experience

Critical Role
March 11, 2025
Blog

Ross Abramson, Senior Director, MedBens at TransPerfect

Effective communication and patient satisfaction are critical in healthcare, yet many organizations struggle to maintain both. Without a strong call center strategy, rising costs, lower patient satisfaction, and compliance risks become inevitable challenges. Let’s explore these obstacles—and how partnering with TransPerfect Connect can help health plans overcome them while driving real value.

The Consequences of an Ineffective Call Center Strategy

A poorly managed call center doesn’t just cause frustration—it directly impacts patient satisfaction, costs, and regulatory compliance. Here are four critical risks healthcare organizations face without a strong call center strategy:

  1. Decreased Patient Satisfaction – Delays and communication barriers can significantly impact patient satisfaction. Studies show that poor call center performance can decrease patient satisfaction scores by up to 30%. Dissatisfied patients are more likely to switch providers, reduce engagement with their health plans, and share negative experiences.
  2. Increased Operational Costs – Inefficient call centers lead to higher operational costs. Miscommunication, extended call handling times, and repeat calls can inflate costs by 20-30%. In-house call centers often struggle to scale efficiently, leading to resource wastage and higher overheads.
  3. Inefficient Multilingual Support - Without robust multilingual capabilities, healthcare providers risk alienating non-English-speaking patients. This can result in up to a 40% drop in patient engagement and satisfaction within these demographics.
  4. Compliance and Regulatory Risks - Effective January 1, 2025, the CMS Final Rule mandates that health plans provide accessible materials in formats such as Braille, large print, audio, and speech-to-text within days. Non-compliance can result in fines, legal risks, and reputational damage. Healthcare organizations must have the systems and processes in place to meet these stringent requirements.

The TransPerfect Connect Advantage

By outsourcing call center services to TransPerfect Connect, healthcare organizations can transform their operations, reduce costs, and improve the member experience. Here’s how:

  1. Boosting Patient Satisfaction by 50% -TransPerfect Connect provides comprehensive, multilingual support and advanced communication solutions. Our 24/7 availability ensures that your members receive timely assistance, improving patient satisfaction by up to 50%. This high-level service reduces patient churn and fosters loyalty.
  2. Reducing Operational Costs by 30% - Partnering with TransPerfect Connect can significantly lower operational costs. Our scalable call center solutions adapt to fluctuating demands, reducing the need for additional in-house resources and overheads. This efficiency allows healthcare organizations to reallocate funds to other critical areas.
  3. Enhancing Multilingual Engagement by 40% – Our robust multilingual services bridge the communication gap, making healthcare more accessible to non-English-speaking members. TransPerfect Connect's expert interpreters and language solutions improve patient engagement and satisfaction by up to 40% within non-English-speaking populations.
  4. Ensuring 100% Compliance and Security-TransPerfect Connect adheres to strict regulatory standards, including HIPAA, ensuring that patient information is handled with the utmost confidentiality. Our proprietary AI solutions support health plans in meeting new CMS accessibility guidelines efficiently. We streamline the process of identifying members needing alternative formats and delivering these materials swiftly and cost-effectively.

The Numbers Speak for Themselves

A well-structured call center strategy isn’t just beneficial—it’s essential for compliance, cost control, and delivering a seamless member experience. TransPerfect Connect empowers healthcare organizations to run more efficiently while improving patient satisfaction and engagement. Join the ranks of forward-thinking healthcare organizations transforming their member experience through superior call center outsourcing services. Contact us at healthcareinnovation@transperfect.com to learn how TransPerfect Connec can add specific, quantifiable value to your health plan. Together, let's create a more responsive, accessible, and patient-centric healthcare system.

Together, let's create a more responsive, accessible, and patient-centric healthcare system.