Healthcare

Lab and durable medical equipment (DME) support


B2B and B2C customer lifecycle management with precision, speed, and empathy, in regulated environments

When supporting medical devices or diagnostic, clinical, or laboratory tests, accuracy and speed are crucial. Agents must adhere strictly to procedures, ensure accuracy in the instructions provided, ensure privacy and security, and limit advice only to the equipment. They must provide the right answers – fast. Meeting standards is not important just for audits — mistakes could affect a customer’s health and their trust in your organization. With hundreds of nurses on staff on healthcare client accounts worldwide, HGS is well versed in the intricacies of supporting clients and their customers in the healthcare, laboratory, and medical equipment space. For your organization, we can, for example:

  • Integrate front-office and back-office processes to drive real outcomes
  • Leverage three decades of customer care expertise and industry-leading compliance
  • Provide multi-language customer support, technical support, triage and order intake, and collections/billing services

Support for lab and DME clients

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Sales

Convert and avail of upselling and cross-selling opportunities with sensitivity and good judgement

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Order intake and order status support

Collect required customer information, help select the best options, and ensure on-time delivery

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Configuration and calibration support

Ensure your equipment is fitted to each customer’s needs and operating properly on an ongoing basis

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Compliance, documentation, and knowledgebases

Capture and provide the most accurate information possible to customers and regulators

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Multilingual, omnichannel customer care

Support your connected, global customers with empathy on their preferred channels

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Triage and escalations

Our nurses and healthcare specialists can guide customers on next steps and ensure positive outcomes

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Technical support and troubleshooting

Tiers 1 to 4, self-serve FAQs, mobile camera solutions, feedback to product managers, and more to maximize retention and CSAT

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Warranty and repair support

Outsource parts replacement, recalls, equipment repairs, vouchers and refunds, etc. to focus on new product development

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Billing and collections support

Leverage our team for billing, collections, back office support, and every other stage of the revenue cycle

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Analytics

Operational, CX, voice of the customer, product, and predictive dashboards synthesized and rendered from internal and external sources

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HGS helps a diagnostics leader take a new lab test from inception to $100 million in 3 years

With no experience in managing the prior authorization process with healthcare payers, the client turned to HGS to establish new workflows to support their new genetic testing offering and to strategically take the lowest-tiered, related back office work to an offshore location.

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HGS helps an international manufacturer of medical equipment to add $30k per month in revenue

The client sought an outsourcing partner to delight customers with proficient, patient, and empathetic agents. HGS has helped the client drive sales through upselling and cross-selling and achieve remarkable results in customer service and NPS®.

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Axispoint accreditation case management

Our healthcare accreditations

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