Healthcare BPO in the Philippines takes the administrative load off clinics, telehealth platforms and practice groups: scheduling, intake, insurance checks and patient messages.
Trusted by teams at
Most providers begin with appointment scheduling, eligibility verification and prior authorisation follow-up, because those tasks are rules-based, high-volume and easy to measure. Patient support lines, referral coordination and medical records requests are common additions once the first team has settled in.
ProVizion has built healthcare BPO teams in the Philippines for providers, telehealth platforms and multi-site practice groups since 2011, taking on the administrative work that sits between a patient and their appointment. Scheduling, intake, eligibility checks, prior authorisation paperwork and patient support lines all run on repeatable steps, and those steps move well to a dedicated offshore team working inside your practice management system. USHEALTH Group and Allstate are among the clients who have trusted us with regulated, high-volume work, and Acrisure with records that need careful handling.
Each healthcare engagement is set up around the client's compliance obligations before anyone takes a call. We can structure the arrangement to meet HIPAA requirements, staff work only inside your systems, and access is limited to what the role needs. Many of the people we place on healthcare accounts come from nursing or allied health study, which shows in how they speak to a worried patient and how they read a referral note.
The roles that move most naturally offshore are the ones that keep a clinic's phones and queues under control. Our staff are already familiar with the systems most practices run on, including Epic, athenahealth, eClinicalWorks, NextGen, Tebra and Cerner.
"Their leadership is knowledgeable, authentic and has exceeded our expectations. As a firm, we have expanded our engagement."
Telehealth platforms tend to use us for the volume that arrives in bursts: pre-visit tech checks, identity verification, appointment confirmation and the inevitable rebooking when a patient misses a video slot. Multi-site practice groups more often centralise their scheduling and eligibility work with us so that each clinic's front desk can concentrate on the people standing in front of them.
Specialist practices, particularly in dermatology, orthopaedics, behavioural health and sleep medicine, lean on us for prior authorisation and referral management, because that work is tedious, time-sensitive and expensive when it is done by a nurse who should be with patients. If revenue cycle follow-up is also on your list, our medical billing outsourcing teams handle claims, denials and patient statements as a related but separate function.
Prior auth is where a lot of practices quietly lose money and patient goodwill. A team in Manila can start on the day's authorisation queue while your US office is closed, so that by the time your clinical staff arrive the CoverMyMeds submissions are lodged, payer portals have been checked, and the cases that need a peer-to-peer are already flagged with the reason.
The same team can run batch eligibility verification two or three days ahead of the schedule, catch inactive coverage before the patient arrives, and update the chart with copay and deductible information so the front desk collects the right amount. Practices with a broad payer mix often pair this with our insurance outsourcing teams for the carrier-side follow-up.
"So glad that we have the opportunity to work with the team in Manila. Very professional, amazing service. I can't say enough!"
We do not describe ourselves as HIPAA certified, because no such certification exists. What we do is structure each engagement so that a covered entity or business associate can satisfy its own obligations. Staff sign NDAs and pass background checks before onboarding. Access is granted by role and reviewed, activity in your systems is logged, and no protected health information is stored on ProVizion equipment or transferred out of your environment.
Where a client needs a business associate agreement in place, we work through it with your compliance lead, and we will adjust workstation rules, screen policies and device controls to suit the sensitivity of the data the team touches. Our back office outsourcing teams for medical records requests and release-of-information work follow the same controls.
The Philippines produces a large number of nursing and allied health graduates every year, and many of them build careers in healthcare support roles rather than in hospitals. When we recruit for a provider account, we favour candidates with that training. It means the person taking a call about a medication refill understands what the medication is for, can recognise when a caller is describing something urgent, and knows to escalate rather than improvise.
That familiarity also helps with intake accuracy on chief complaints, referral reasons and medication lists.
Manila's night shift lines up with the working day across US time zones, so a team can answer your phones live from opening to close. Practices that want a nurse triage line or a patient support number staffed overnight can extend that coverage without asking their local staff to work unsociable hours. Our call centre outsourcing service covers the telephony and queue design side.
Healthcare volume is seasonal in ways that are easy to forecast and hard to staff for locally. Open enrolment brings a wave of coverage changes and eligibility rechecks. Flu season fills the schedule and the phones at the same time. The final quarter, when patients rush to use deductibles they have already met, pushes prior auth requests up. We can typically add trained scheduling and verification staff ahead of these periods and scale back once they pass.
Most providers begin with appointment scheduling, eligibility verification and prior authorisation follow-up, because those tasks are rules-based, high-volume and easy to measure. Patient support lines, referral coordination and medical records requests are common additions once the first team has settled in.
Only where the role requires it, and only inside your own systems. We assign access by role, log activity, and keep all records within your environment. Engagements can be structured to meet HIPAA obligations, including business associate agreements where your compliance team requires one.
Many of the people we place on provider accounts studied nursing, pharmacy, physiotherapy or a related allied health field. We favour those candidates for patient-facing roles, though we also place experienced administrative staff without a clinical qualification where the work is purely scheduling or data handling.
Yes. Staff work directly in whichever platform you use, whether that is Epic, athenahealth, eClinicalWorks, NextGen or another system, using accounts you provision. We do not run a separate copy of your data or ask you to change tools.
A small team of one to three people can typically be live within 48 hours once system access is arranged. Larger patient access centres for multi-site groups, with dozens of seats and several queues, are usually planned over a few weeks to allow for training and compliance setup.
Two ways to start. Book a short call, or request a proposal and we'll come back with a recommended team structure.