Healthcare Customer Service Outsourcing in the Philippines
Patient-facing support teams for health plans, provider networks and healthtech companies: patient onboarding, scheduling, telehealth navigation and reminders, delivered from 100% facility-based operations in Bacolod.
Healthcare customer service outsourcing means handing the patient-facing and member-facing conversations of a health plan, a provider network or a healthtech platform to a dedicated external team. PanAsiatic runs these programs from two facilities in Bacolod, Philippines: patient onboarding, appointment scheduling and reminders, telehealth navigation, billing questions and technical support, 24/7 across voice, chat, email and SMS, with 3,000+ agents working on site.
What healthcare customer service outsourcing covers
Patient-facing and member-facing support, 24/7 across voice, chat, email and SMS, delivered from our facilities in Bacolod.
Patient support call center outsourcing
A patient who calls about an appointment, a bill or a telehealth login needs a fast, accurate and kind answer, and that standard has to hold at volume. Our patient support teams deliver fast and empathetic responses for high-volume cases, inside custom SOPs, KPIs and dashboards built around your program, so every interaction follows your rules and you can see how it went.
Our agents handle the service layer of the patient journey: onboarding, scheduling, reminders, telehealth navigation, billing questions and technical support. Clinical decisions stay with your licensed staff, so your clinicians stay focused on care while your patients get an answer around the clock.
Customer support outsourcing for health plans, provider networks and healthtech
Organizations that handle patient or member conversations at volume, and need a team that can grow with them without trading away security.
Customer support outsourcing for health plans
Member inquiries, billing questions, onboarding of new members and reminders, handled 24/7 across all channels. Teams scale up or down as your business evolves, so enrollment periods never outrun your member services.
Patient support for hospital and provider networks
Appointment scheduling, confirmations and reminders, patient onboarding and follow-up outreach, so your front desk and clinical staff spend their time with the patients in front of them.
Customer support for healthtech and telehealth platforms
Telehealth navigation, technical support for your app or portal, and customer service for the people who use it, with the service quality a scaling platform needs and a price point that makes sense.
Medical support services outsourcing, HIPAA and data security
Medical support services carry patient and member data, and that data calls for a different level of control. Our operations are 100% facility-based, with no remote work: every agent works from a badge-secure workspace in Bacolod, under 24/7 physical and digital monitoring, with redundant power and data systems that keep the program running.
The environment is ISO 27001, PCI-DSS 4.0 and SOC 2 certified, with BCMS 22301:2019 and DPO/DPS 2026 certification. We are not HIPAA-covered, but we follow best practices and support HIPAA-adjacent protocols, and your compliance requirements go into the SOPs we build for the program.
Why healthcare organizations choose PanAsiatic
Enterprise-grade security, proven performance and people-first service, at a price point that makes sense.
Security built for regulated data
100% facility-based operations, no remote work. ISO 27001, PCI-DSS 4.0, SOC 2 certified, BCMS 22301:2019 and DPO/DPS 2026 certified, with 24/7 physical and digital monitoring.
Fast and empathetic, at volume
Client-obsessed agents who deliver fast and empathetic responses for high-volume cases and represent your brand the way your own team would, supported by training, career paths and wellness programs that keep them with us.
Proven at enterprise scale
Trusted partner to a Fortune 500 company since 2010, supporting all 10 of its brands, and recognized for industry-leading CSAT performance and outstanding agent tenure. The same operating model runs your healthcare program.
Tell us how your patients reach you.
We will walk you through how a healthcare customer service program would run at PanAsiatic.
How your healthcare program takes shape
Fast, flexible and modular, built around the way your patients and members reach you.
Onboarding around your patient flows
We get up and running quickly with minimal ramp time. Scheduling rules, reminder cadences, telehealth navigation steps and escalation paths are set up as tailored processes for your program, with 18 training rooms across our two facilities to prepare your team.
SOPs, KPIs and a dashboard that speak healthcare
Tailored processes, metrics and reporting for your program, for example answer times, scheduling accuracy, no-show reduction through reminders, first-contact resolution or patient satisfaction, in a dashboard built for you.
Capacity that follows your calendar
Teams easily scale up or down as your business evolves. Open enrollment, a flu season, a new service line or a new facility: the team grows with the volume and comes back down after it.
Full-service or hybrid, AI-ready
Choose between end-to-end support and a hybrid model where our team takes a defined set of tasks, for example scheduling and reminders. Sentiment analysis, authentication and workflow automation are available as optional AI add-ons, deployed on our cloud or yours.
Related outsourcing services
The same facilities, the same security model and the same team structure, applied to other programs.
Customer service outsourcing
24/7 support for your end customers, across every channel.
See the serviceCall center outsourcing
Inbound and outbound calling operations at enterprise scale.
See the serviceBPO services
Back-office and customer operations from Bacolod.
See the serviceTelecom customer service outsourcing
Our flagship industry: 15 years with one of the largest global telcos.
See the industryHealthcare outsourcing guides
Three articles on healthcare support and secure contact center operations.
Healthcare outsourcing for better patient support
How outsourced support fits into the patient journey, from first contact to follow-up.
Read the articleQuality standards in medical call center operations
What rigorous standards look like when a support team handles healthcare conversations.
Read the articleWhat PCI DSS Level 1 certification really means
The controls behind a certified contact center, and why they matter for payment conversations.
Read the articleHealthcare customer service outsourcing FAQs
What is healthcare customer service outsourcing?
It is the practice of entrusting patient-facing and member-facing conversations, such as onboarding, scheduling, reminders, telehealth navigation, billing questions and technical support, to a dedicated external team. At PanAsiatic, that team works on site in Bacolod, Philippines, 24/7 across voice, chat, email and SMS.
What healthcare support services do you provide?
Patient onboarding, appointment scheduling and reminders, telehealth navigation, patient and member inquiries, billing inquiries, technical support for health apps and portals, surveys and NPS outreach.
Are you HIPAA-certified?
We are not HIPAA-covered, but we follow best practices and support HIPAA-adjacent protocols. Our operations are 100% facility-based and certified ISO 27001, PCI-DSS 4.0 and SOC 2, and your compliance requirements go into the custom SOPs we build for the program.
How do you protect patient and member data?
Every agent works from a badge-secure facility in Bacolod, with no remote operations, under 24/7 physical and digital monitoring. The environment is ISO 27001, PCI-DSS 4.0 and SOC 2 certified, with BCMS 22301:2019 and DPO/DPS 2026 certification, and redundant power and data systems.
Do your agents give medical advice?
No. Our teams handle the service layer of the patient journey: onboarding, scheduling, reminders, navigation, billing questions and technical support. Clinical decisions stay with your licensed staff, and we escalate according to the paths you define.
Can you support a health plan's member services?
Member inquiries, billing questions, onboarding and reminders can all be handled 24/7 across all channels, with custom SOPs, KPIs and a dashboard for your program. Teams scale up or down as your business evolves, including during enrollment periods.
How much does healthcare customer service outsourcing cost?
It depends on the programs, the hours of coverage and the team size. We pride ourselves on being the most cost-effective call center in the Philippines, with transparent pricing and no hidden fees: book a discovery call and we walk you through the model for your program.
How quickly can a healthcare program start?
We get up and running quickly with minimal ramp time. Scheduling rules, reminder cadences and escalation paths are set up as tailored processes for your program, and our two facilities include 18 training rooms to prepare your team.
Where are your healthcare support teams located?
PanAsiatic operates from Bacolod, Philippines, with two state-of-the-art facilities remodeled in 2024 and a combined 2,180-seat capacity. Our 3,000+ agents all work on site.
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