Patient Call Center

At A Glance
  • 400+ experienced GeBBS call center staff
  • Scalable GeBBS-owned infrastructure with capacity to handle 10,000+ calls/day
  • 40% average cost savings per call
  • Over 75% first-call resolution
  • Under 2% abandon rate
  • 85% of calls answered within 20 seconds
  • Average speed-of-answer, under 5 seconds

GeBBS leverages technology and workforce management to reduce abandonment rates and increase first-call resolution. Whether we’re processing a payment, scheduling appointments, or addressing a balance inquiry, our call center representatives provide a customer-focused approach leaving patients feeling respected. The GeBBS state-of-the-art patient call center in Manila, Philippines handles healthcare inquiries exclusively. It offers the up-to-date infrastructure needed to handle heavy call traffic and manage call volume peaks and valleys with ease. Experienced healthcare billing staff provides quick resolution to patient issues and queries.

Highlights of the Patient Call Center solution include:

  • Detailed study of the client’s call patterns, conducted by GeBBS transition managers, including a “reason for call” analysis to identify automation opportunities
  • Implementation of an interactive voice response (IVR) to handle simple queries such as balance inquiry and statement requests
  • Implementation of a patient portal to automate credit card payments
  • Flex-staffing to manage peaks and valleys in call volumes
  • Staffing analysis using Erlang-C model
  • Extended operating hours to manage all U.S. time zones with live operators and an after-hours voice mail system
  • Implementation of a real-time call management and reporting solution



Inbound CallsOutbound Calls & Digital Messaging
Billing inquiriesSelf-pay collections
Making a paymentPayment plan updates
Payment plan setupBilling reminders
Statement requestsAppointment reminders
Claims not receivedAddress verification
Pre-authorization and certificationEligibility verification

News Release | June 23, 2015