Healthcare contact center consulting
Faster patient access, fewer abandoned calls, and AI you can trust with PHI
Patients shouldn't wait on hold to get care.
Tech Stack Advising helps healthcare providers, payers, and health services companies run patient-friendly contact centers. Our certified, US-based engineers build secure IVAs that authenticate patients, automate scheduling and order status, integrate with Epic and other EHRs, DME platforms, and Salesforce Health Cloud, and route callers to the right care team the first time.
- Are patients abandoning calls before they reach scheduling or referrals?
- Is your team spending agent time on order status and refills a bot could handle?
Healthcare contact center
Why healthcare organizations trust Tech Stack
- Proven healthcare results, including a 34% lower abandon rate and $445K in annual savings for clients.
- 100% US-based, certified engineers who understand patient privacy and compliance requirements.
- Vendor-neutral advice across Five9, NiCE, Genesys, and Zoom. We recommend what fits your patients.
- We own implementation and support, so we stay accountable for every recommendation.
Healthcare contact center services we provide
We've built healthcare IVAs that lift caller authentication from 29% to 70% and cut abandon rates by a third, without compromising patient privacy.
Patient access and scheduling
Routing, callbacks, and self-service scheduling that get patients to the right department and reduce hold times.
Secure IVA authentication
Intelligent Virtual Agents that verify patients and members before an agent picks up, with PHI handled to HIPAA expectations.
Order status and refill automation
Self-service for order status, supply reorders, and prescription questions that frees agents for complex care conversations.
Epic and EHR integration
Screen pops and data dips into Epic and other EHRs so agents see appointments, providers, and patient context before they say hello.
DME platform integration
Connections to DME software for patient intake, inventory, delivery logistics, compliance, and revenue cycle management (RCM), so the IVA can answer order and delivery questions.
Salesforce Health Cloud
Health Cloud integration that puts care plans, referrals, and case history on the agent's screen and logs every interaction automatically.
Ongoing support and optimization
Proactive admin and engineering support as call volumes, programs, and regulations change.
Projects are typically staffed within 24 hours.
How our Healthcare contact center consulting process works
Discovery
We review your current configuration, call flows, integrations, licensing, and reporting, and talk to the people who use the platform every day.
Your action plan
You get a prioritized plan that shows what to fix, what to build, and the expected impact on cost, containment, and customer experience.
Measurable results
Our certified engineers carry out the plan, measure results against your baseline, and keep optimizing as your contact center grows.
Our team of certified contact center experts
The person who scopes your project does the work.
Technical Account Managers
A dedicated point of contact who knows your environment and makes sure every project lands.
Certified CCaaS Engineers
US-based engineers certified on Five9, NiCE, Genesys, and Zoom who build, fix, and optimize your platform.
AI & Integration Specialists
Experts in IVAs, agent assist, and CRM integrations who connect your AI tools to the data they need.
Contact Center Advisors
Vendor-neutral advisors who turn business goals into platform, vendor, and contract decisions.
What our healthcare clients say
"Tech Stack's Five9 Success Program has proven invaluable for our call center and technology operations. Their team's deep expertise in Five9 and Salesforce, coupled with exceptional responsiveness, has enabled us to adapt swiftly to evolving business needs."
Jesse Jackson
VP of Support Services, Arkos Health
"We reached out to Tech Stack a little late in the renewal process, but they were able to quickly get us back on track and evaluate our current state, future needs, pricing, strategy, etc. Overall, the expertise extended to us through Tech Stack allowed us to better understand our license structure, price tiers, obtain a better rate, and lock in better terms of the renewal."
Jeff Took
Procurement Manager, Medical Transportation Management, Inc.
"Tech Stack Advising came through for us at a critical time, jumping in to build out our Five9 IVA within 24 hours of first contact. The team worked incredibly fast without sacrificing quality. They're knowledgeable, transparent, and bring a level of support and integrity that's hard to find these days. ... We're so happy with their services that we've decided to retain them on an ongoing basis."
Brooke Detweiler
Chief Operating Officer, Cost Containment Group
Healthcare Contact Center Assessment
Are your patients waiting too long to get help?
Our Healthcare Contact Center Assessment is a paid, fixed-scope engagement led by a certified engineer. You get an expert, vendor-neutral view of how your platform is performing and exactly what to fix.
What you get
- A hands-on audit of your configuration, routing, IVR, integrations, and reporting
- A line-by-line licensing review showing what you pay for versus what you use
- A prioritized roadmap of fixes, cost savings, and AI opportunities
- Fixed scope, expert findings, clear next steps
Who this is for
- Providers, payers, and health services companies with high call volumes
- Patient access leaders planning IVA or AI projects
- Teams migrating from a legacy phone system to CCaaS
Request your Healthcare Contact Center Assessment
Tell us about your contact center and we'll follow up to scope your assessment and pricing.
Healthcare contact center FAQs
Do you have experience with healthcare contact centers?
Yes. We've delivered IVAs, routing, and automation for medical suppliers, health services companies, and healthcare cost containment firms, including projects that cut abandon rates by 34% and saved $445K a year.
Can an IVA handle protected health information securely?
Yes. We design authentication and self-service flows that collect only what's needed, mask sensitive data, and follow your security and HIPAA requirements on platforms that support BAAs.
Which tasks can healthcare contact centers automate?
Common wins include patient and member authentication, appointment scheduling and reminders, order status, supply reorders, and referral status. Agents then focus on care conversations that need a human.
Can you integrate our contact center with Epic or another EHR?
Yes. We connect CCaaS platforms to Epic and other EHRs for screen pops and data dips, so the IVA can confirm appointments and agents see patient context before they say hello.
Do you integrate with DME software?
Yes. We integrate contact centers with DME management platforms that handle patient intake, inventory tracking, delivery logistics, compliance, and revenue cycle management (RCM). Patients can check order and delivery status in the IVA, and agents get the full order history on every call.
Do you work with Salesforce Health Cloud?
Yes. We connect Five9, NiCE, Genesys, and Zoom to Salesforce Health Cloud so agents see care plans, referrals, and case history, and every interaction is logged automatically.