Introduction
The right call center software can transform patient communication for healthcare organizations. Yet, with countless options, it’s easy to feel lost between features, compliance claims, and price points.
In this guide, we've listed some of the best healthcare call center platforms, highlighting how each streamlines communication, boosts efficiency, and improves patient experience. Whether you’re looking to reduce wait times, manage high call volumes, or enhance follow-ups, these tools provide the operational edge healthcare teams need.
What Is Healthcare Call Center Software?
Healthcare call center software is a platform designed to manage patient communications in one place. It helps hospitals, clinics, and healthcare networks handle appointment scheduling, billing questions, medical inquiries, and follow-ups more efficiently.
Unlike generic call center tools, it’s built for healthcare. It works with tools like IVR, predictive dialers, and smart call routing to connect patients with the correct department quickly. Many platforms also offer omnichannel support, letting patients reach out through phone, chat, email, or text, whichever is most convenient.
The result is faster response times, improved patient experience, and more streamlined operations for healthcare providers.
Why Healthcare Organizations Need Call Center Software
Healthcare providers face high call volumes, complex scheduling, and stringent compliance and security requirements. Call center software helps manage all of it more effectively by delivering these key benefits.
- Better patient experience: Faster response times, shorter wait periods, and multiple communication options (phone, text, email, chat) make it easier for patients to get the help they need.
- Operational efficiency: Automation handles most of the routine tasks like appointment scheduling and reminders, freeing staff to focus on care.
- Regulatory compliance: Built-in tools support HIPAA and other healthcare standards, reducing risk and protecting sensitive data.
- Data-driven decisions: Real-time analytics give leadership insight into call volumes, patient needs, and process gaps, helping improve service quality.
In short, the right platform keeps patients connected while keeping operations under control.
Key Features of Healthcare Call Center Software
Healthcare call center software is built to solve real problems: high call volumes, long wait times, and the need for secure, accurate communication. Here’s what the best platforms typically include:
- Appointment scheduling and reminders: Patients can book, confirm, or reschedule appointments without waiting on hold. Automated reminders are sent by text, email, or phone, which help cut down on no-shows and keep schedules running smoothly.
- EHR and CRM integration: The system connects directly with electronic health records and patient databases. That means agents always see up-to-date information like medical history, insurance coverage, or past interactions, reducing errors and saving time.
- Intelligent call routing: Instead of bouncing from one department to another, patients are automatically routed to the right person based on their needs. Calls can be prioritized by urgency, language preference, or agent skill set, which improves first-call resolution.
- Omnichannel communication: Not every patient wants to call. Some prefer text, email, or chat. Omnichannel platforms enable providers to manage all these channels in one place, providing patients with flexibility while maintaining a consistent experience across all channels.
- HIPAA-compliant messaging: All communication, whether it’s a text reminder or a billing update, meets HIPAA standards. Features such as encryption and audit trails protect patient data and reduce liability for healthcare providers.
- IVR and self-service options: Interactive voice response systems guide callers through menu options, letting them complete simple tasks on their own. Patients can schedule appointments, request prescription refills, or check lab results without waiting for an agent.
- Call recording and monitoring: They record every call for training, compliance, or quality assurance purposes. Later, managers can review calls, spot issues, and coach staff to improve service delivery.
- Analytics and reporting: Real-time dashboards show trends in call volume, wait times, and satisfaction scores. This data helps leadership identify bottlenecks, forecast staffing needs, and continuously improve operations.
- After-hours and 24/7 support: Health concerns don’t stop at 5 p.m. Software with after-hours or round-the-clock support ensures patients can always reach someone, whether it’s for urgent care questions or rescheduling appointments.
Together, these features give healthcare organizations a way to balance patient satisfaction with operational efficiency, all while staying compliant.
8 Best Healthcare Call Center Software Tools
Choosing the right call center software can transform patient engagement, streamline operations, and keep healthcare teams compliant.
Let's look at the top eight solutions that stand out:
1. Plura
Plura is a next-generation, AI-first platform designed to transform call center operations in compliance-heavy industries, including healthcare. Its call center capabilities go beyond traditional systems by combining omnichannel communication, memory-driven AI agents, and carrier-grade infrastructure.
Key Highlights for Healthcare Call Centers:
- Stateful AI agent with memory: Built on an AI-first architecture, these agents retain context across interactions, enabling personalized, seamless patient communication.
- Omnichannel communication: Voice, AI-SMS, and chat managed from one platform.
- Advanced dialer & automation: Timezone-aware dialing, retries, and real-time monitoring.
- No-code workflow builder: Easy drag-and-drop call flow and routing design.
- Carrier-grade infrastructure & compliance: FCC-licensed backbone, HIPAA-ready, SOC 2 safeguards.
- Analytics & insights: Real-time reporting to track engagement and outcomes.
Plura consolidates multiple tools into a single platform, improving patient engagement, speeding follow-ups, and simplifying operations for appointment scheduling, triage, and billing inquiries. With memory-driven AI agents handling voice, SMS, and chat, Plura ensures every patient interaction is seamless, personalized, and fully compliant.
Book a demo to see how Plura does it!
2. TeamHealth
TeamHealth offers clinical outsourcing for hospitals and health systems. They have a physician-led approach, which combines technology with clinical expertise to provide care and reduce readmissions.
Their key features include:
- 24/7 nurse triage services
- HIPAA-compliant operations
- Customized communication solutions
- Experienced with large-scale hospital systems
- Support patient engagement and follow-ups
3. Conduent
Conduent offers scalable healthcare call center service across payer and provider support, patient outreach, and revenue cycle management. They use AI and analytics to deliver a personalized and compliant patient experience.
They offer:
- Omnichannel support through voice, chat, and email
- Scalable solutions for all healthcare sectors
- Tools to improve efficiency and patient loyalty
- AI-powered analytics and automation
- HIPAA and HITECH compliance
4. Sykes (Foundever)
Sykes provides global customer experience management with a dedicated healthcare division. Their multilingual, HIPAA-compliant services support insurers, providers, and pharmaceutical companies in managing patient inquiries.
Key offers are:
- HIPAA-compliant operations
- Secure, multilingual patient support
- Trained agents in medical terminology
- Worldwide contract center infrastructure
- Easy integration with major EHR/CRM platforms
5. TriageLogic
TriageLogic only focuses on nurse triage and physician answering services, helping reduce unnecessary ER visits and maintain continuity of patient care. Registered nurses follow evidence-based protocols to guide patients effectively.
Key highlights include:
- Seamless EHR integration
- 24/7 nurse triage by licensed RNs
- Reporting tools that are HIPAA-compliant
- Custom triage protocols and call workflows
- Supports telehealth providers and urgent care clinics
6. CallHippo
CallHippo is suited for small and medium healthcare facilities, offering an easy-to-use platform with multichannel communication and EHR integration.
Their key highlights include:
- Multichannel support through phone, SMS, and email
- Real-time analytics and call monitoring
- Easy to scale for growing practices
- Effortless CRM and EHR integration
- User-friendly interface
7. NICE CXOne
NICE CXOne provides enterprise-grade call center features for larger healthcare organizations. It supports omnichannel communication and advanced analytics to help manage patient interactions securely.
Here are some key highlights:
- HIPAA-compliant
- Easy to scale for large networks
- Omnichannel support for calls, chat, and email
- Offer personalization to meet healthcare-specific needs
- Advanced analytics for patient satisfaction and performance
8. Genesys Cloud CX
Genesys Cloud CX uses AI tools to help personalize patient engagement. It offers intelligent call routing, predictive analytics, and EHR integration to support faster, more efficient service.
Let's look at some key highlights of Genesys:
- AI-powered call routing for faster response times
- Comprehensive integration with healthcare systems
- Personalized, predictive patient engagement
- Scalable for growing patient volumes
- HIPAA-compliant security
Smarter conversations drive real results
Get a demoHow to Choose the Right Healthcare Call Center Software
Choosing the right solution comes down to three things: supporting patients, empowering staff, and protecting sensitive healthcare data.
When evaluating options, here are the factors that matter most:
- Scalability and flexibility: Choose a platform that can grow with your organization. Look for tools that let you customize workflows across departments and adjust easily as patient volumes increase.
- Regulatory compliance and security: The platform needs to be HIPAA-compliant. You also need strong encryption, audit-ready workflows, and built-in safeguards to protect patient information and reduce risk.
- Integration with EHR and CRM systems: Seamless integration ensures agents have instant access to patient records, making communication faster, more accurate, and more personalized.
- Patient experience tools: Features like AI-driven call routing, sentiment analysis, or omnichannel communication (voice, SMS, chat, email) directly impact patient satisfaction and reduce wait times.
- Analytics and reporting: Real-time dashboards and reporting capabilities help track engagement, resolution times, and patient outcomes, giving leaders the insights needed to improve operations.
- Ease of use for staff: A no-code or low-code workflow builder reduces the learning curve for staff, while features like skill-based routing or call monitoring make it easier to manage high call volumes.
Best Practices to Implement Healthcare Call Center Software
Healthcare call center software only works if it’s rolled out the right way. That means focusing on people, refining processes, and ensuring compliance every step of the way.
Here are the best practices to follow:
- Define clear objectives early: Start with a roadmap. Identify what you want to achieve, whether it’s reducing wait times, improving patient satisfaction, or consolidating multiple systems. Clear goals guide vendor selection and implementation.
- Engage key stakeholders: Bring together clinical, IT, compliance, and patient services teams early in the process. Their perspectives help the software fit practical workflows and reduce operational obstacles.
- Integrate with existing systems: Connect the call center platform with your EHR, CRM, billing, and scheduling systems. This integration eliminates duplicate data entry and ensures a single source of truth for patient records.
- Train and support staff continuously: Don’t limit training to go-live. Provide ongoing sessions, refresher courses, and call monitoring feedback to help agents adapt quickly and maintain quality.
- Leverage analytics from the start: Use reporting tools to monitor key metrics such as first-call resolution, average handling time, and patient satisfaction scores. Data-driven insights help refine operations over time.
- Start small, scale strategically: Focus on a small, controlled implementation first, such as one department or patient population. A phased rollout lowers risk and provides an opportunity to adjust workflows before scaling across the enterprise.
Conclusion
Choosing the right healthcare call center software has a direct effect on operational efficiency, patient satisfaction, and regulatory compliance.
Platforms that integrate intelligent call routing, omnichannel communication, and AI-driven automation simplify workflows, allowing staff to focus on patient care instead of administrative tasks.
When used smartly, these solutions cut costs, help staff follow up faster, and keep patients more engaged, turning what used to be a headache into a real advantage.
If you want to upgrade your patient communication, Plura can help. With us, your healthcare organization gets a single, carrier-grade platform with memory-driven AI agents, omnichannel communication, and built-in compliance.
Reduce follow-up delays, streamline workflows, and boost patient satisfaction. Get started today!
