Call Center Options

Call Center Options is a Jacksonville, Florida company that supplies dedicated medical virtual assistants to US healthcare practices. If your front desk is stretched thin, you get full-time specialists who work only for your clinic, not a shared pool of agents switching between accounts. It is outsourcing built around one problem: healthcare staffing shortages and the burnout that follows. The work centers on three roles. Medical virtual receptionists answer inbound patient calls, triage them, book appointments within your provider schedule rules, and make outbound confirmation and recall calls to cut no-shows. Prior authorization specialists work insurer portals such as CoverMyMeds, Availity, Optum and NaviNet. They run real-time eligibility checks, verify copays and deductibles, submit clinical documentation, and track referrals. Virtual medical admin staff handle records and fax indexing, enter patient demographics, attach incoming faxes and lab results to charts, and check charts for completeness so billing queues keep moving. The clients described on the site are high-volume healthcare practices and specialty clinics. Each assistant is trained on your EMR workflows and the administrative tasks specific to your specialty. The operating model is where this company differs from a typical call center in the USA. The Jacksonville LLC is the single legal entity. It directly runs its branch facility in Pristina, Kosovo, so there are no subcontractors between you and the people doing the work. Your Business Associate Agreement is signed with that same Florida company. Staff are direct employees with university degrees and near-native English, engaged at a minimum of one FTE at 160+ hours a month. They work only through encrypted, US-based virtual desktops with multi-region failover, and the company states that patient PHI never leaves the United States. Local drive mapping, printing and clipboard transfer are locked down, and nothing is cached on the offshore workstations. Pricing is a flat monthly rate per FTE, quoted at roughly $13.55 an hour. The company says this saves 50 to 60 percent against the overhead of a US in-house front desk, and puts payroll taxes and benefits at no liability to the clinic. If you are weighing a BPO company in the USA for your practice's back office and patient phone lines, Call Center Options is worth a conversation. Reach out to ask about staffing and request a quote.