BPO
Healthcare
Outsourcing
Healthcare
Healthcare
Patient sustomer support and BPO services for medical organizations
We support healthcare companies with patient support, BPO, and process automation to improve access to care, reduce administrative burden, enhance operational efficiency, and deliver better patient experience.
Beyond outsourcing: a partner in healthcare operations
We act as a partner, not simply an outsourcing provider. Through our boutique model, we take ownership of outcomes, continuously improve processes, and combine delivery, advisory, and technology to help healthcare organizations improve patient experience, increase efficiency, and support long-term growth.
What's holding healthcare operations back?
Appointment management challenges
Scheduling, rescheduling, reminders, and no-shows create significant operational pressure and impact resource utilization.
Growing patient volumes
Healthcare providers face increasing demand while struggling to expand administrative and support capacity.
Fragmented patient communication
Patients expect seamless communication across phone, email, chat, portals, and digital channels.
Compliance and data security requirements
Healthcare organizations must balance operational efficiency with strict regulatory and security obligations.
Prescription & test result follow-up
Follow-up process ensuring patients receive timely updates on prescriptions and test results, improving care continuity and reducing unnecessary contact.
Public health campaign support
coordinated support service for public health campaigns, helping reach target populations, share key messages, and boost engagement across multiple channels.
Care plan reminders and check-ins
Automated or live outreach to patients regarding upcoming appointments, treatment adherence, or health milestones to improve engagement and outcomes.
Test preparation instructions
Clear communication of pre-test requirements to ensure patient readiness, reduce rescheduling, and support accurate diagnostic outcomes.
Case study
93.14% reach rate with automated appointment confirmation
A healthcare provider struggling with missed appointments and operational delays in its radiology department implemented an AI voicebot to automate confirmations. The solution enabled consistent communication, reduced the burden on staff, and improved appointment organization—leading to smoother workflows and better patient experience.
Solutions delivered
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Automating the appointment confirmation process with an AI voicebot
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Enabling simultaneous outbound calls in client-specified languages
-
Ensuring 24/7 availability for uninterrupted service
93.14%
connection rate
53s
avarage call duration
Healthcare BPO services tailored to your needs
Medical data processing
Accurate and secure processing of medical and administrative data to improve workflow efficiency and ensure regulatory compliance.
Compliance & audit
Ensuring regulatory compliance through accurate documentation, process monitoring, and readiness for internal and external audits.
Finance & billing
Managing invoicing, payment tracking, and financial recordkeepingto ensure accuracy, transparency, and smooth financial operations.
Operational support
Overseeing day-to-day administrative workflows and coordinating resources to maintain efficient, reliable healthcare operations.
Referral & provider coordination
Managing referrals and provider communications to ensure timely patient care and seamless coordination across healthcare partners.
Document management
Organizing, digitizing, and maintaining medical and administrative records to ensure secure, compliant, and accessible healthcare documentation.
Claims processing
Reviewing, validating, and managing medical claims to ensure accurate reimbursement, minimize delays, and support smooth payer-provider coordination.
Inventory & supply chain administration
Managing medical inventory levels, supply orders, and vendor coordination to ensure timely availability of essential equipment and resources across healthcare facilities.
Case study
From decentralized patient support to a scalable service model across a healthcare network
A European diagnostic and outpatient healthcare network partnered with Axendi to transform a decentralized patient support model into a centralized operation. By standardizing processes, improving coordination across facilities, and building a dedicated patient support team, the organization created a scalable foundation for long-term growth while maintaining a consistent patient experience.
Solutions delivered
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Centralized patient support model
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Process standardization
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Facility patient support coordination framework
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Quality management & continuous improvement
96,000
calls handled monthly
92%
Answer Rate
Patient support & contact center services
Appointment scheduling
Booking, rescheduling, and confirming appointments to improve access to care and reduce administrative burden on healthcare providers.
Patient helpline services
Providing patients with timely support, information, and assistance across multiple communication channels.
Diagnostic exam coordination
Managing bookings and patient communication for diagnostic procedures while ensuring compliance with preparation requirements.
Communication & follow-ups
Supporting ongoing communication before and after appointments to improve engagement and continuity of care.
Medical information support
Providing patients with information about services, procedures, preparation guidelines, and administrative requirements.
Complaint & feedback
Handling patient concerns, complaints, and feedback to support service quality and patient satisfaction.
Multilingual patient support
Delivering patient assistance in multiple languages to improve accessibility and support diverse patient populations.
Overflow & peak demand support
Scaling patient support operations during periods of increased demand to maintain service levels and patient access.
Delivery
Delivery provides the operational foundation. It ensures healthcare organizations have the resources, expertise, and scalability needed to maintain service continuity, support patients effectively, and adapt to changing demand.
Advisory
Advisory helps organizations understand where operational bottlenecks, inefficiencies, and patient experience challenges originate. It creates a roadmap for improvement based on operational realities rather than assumptions.
Technology
Technology enables organizations to improve efficiency, increase visibility, and automate selected processes where it creates measurable value. It supports operational goals rather than acting as a standalone solution.
Case study
Automated customer survey solution for a international healthcare provider
A healthcare provider faced growing challenges in collecting timely patient feedback using traditional survey methods. By implementing Axendi voicebot solution, the organization automated patient satisfaction surveys, reduced operational costs, improved scalability, and gained faster access to insights that support better decision-making and patient experience improvements.
Solutions delivered
- Voicebot-powered survey automation
- Scalable feedback collection
- Analytics
- Operational cost optimization
50%
cost reduction
+5%
customer satisfaction level
Multilingual healthcare support teams
Poland offers access to multilingual healthcare support professionals capable of assisting patients across multiple European markets. This enables healthcare organizations to centralize patient communication while maintaining language coverage and service quality.
Cultural alignment
Polish healthcare support teams understand the expectations of patients across European markets, helping organizations deliver clear, empathetic, and consistent patient experiences across channels and touchpoints.
Scalability
A large talent pool and mature business services sector enable healthcare providers to rapidly scale patient support, appointment management, and administrative operations in response to growing demand and changing operational needs.
Operational maturity
Poland is one of Europe’s leading destinations for customer service and BPO, offering experienced management teams, established delivery models, and proven expertise in supporting healthcare operations.
Data security
Healthcare service providers in Poland operate within a robust regulatory framework and follow international security standards, helping organizations protect sensitive patient data and maintain compliance requirements.
Cost efficiency
Healthcare organizations can optimize operational costs while maintaining access to qualified talent, advanced technology, and high-quality patient support services that support both operational performance and patient satisfaction.
Built for regulated healthcare environments
Healthcare organizations operate in highly regulated environments where data security, privacy, and process integrity are essential.
Healthcare operations require more than efficiency. They require secure data handling, auditable processes, and strong operational controls.
Axendi supports healthcare organizations with processes designed for regulated environments, helping maintain compliance, protect sensitive information, and ensure operational transparency across patient support and healthcare BPO activities.
Our information security management system is certified to ISO 27001, providing healthcare organizations with confidence that sensitive data is handled according to internationally recognized security standards.
Resources you can count on
With years of experience, strategically located delivery centers, and a strong operational infrastructure, Axendi has the resources to deliver compliant customer support and back office solutions with speed, flexibility, and consistency.
16
years of CX experience
6
EU delivery centers in 4 cities
~1,700
agents
15
spoken languages
2M
AI-driven interactions handles annually
ISO
27001
Get a personalized service proposal.
What activities may medical customer service include?
- Appointment scheduling and reminders
- Test preparation instructions
- Test result notifications
- Executing public health campaign support
- Assistance with billing inquiries
- Verifying insurance coverage
- Managing referrals and coordination
- Conducting surveys
- Assisting with medical logistics such as delivery of medical equipment
- Handling patient feedback and complaints
- Ensuring regulatory compliance
- Data entry
Why is automation a strategic move for medical companies?
- Ensures 24/7 availability for patient inquiries
- Reduces wait times with instant responses via AI tools
- Enhances accuracy and consistency in routine tasks
- Supports the work of customer service team
- Provides valuable insights through data analytics to improve processes
Our demand for support changes depending on the season or specific health campaigns. Do you offer flexible cooperation models?
Yes, we do. At Axendi, we adapt to your needs, whether you require short-term support during peak seasons or year-round assistance. Our cooperation model is fully flexible and tailored to match your operational rhythms.
Can you support our healthcare projects with technology?
Absolutely. In addition to tailored BPO and CX services, we offer advanced technological solutions to support your operations. These include data and analytics services, voicebots for automating tasks like appointment scheduling or public health campaigns, and AI agent tools that boost employee productivity and experience. What sets us apart is our ability to fully customize or build these solutions from scratch to match your specific processes and goals.
Looking to outsource your customer experience processes?
Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.
Share your business needs in the form and one of our experts will contact you within 24 hours to discuss your project scope, delivery model, and pricing.