Service
Healthcare Customer Service Outsourcing in Cyprus
Compassionate, compliant patient communication — handled by a Cyprus-based clinical-aware team.
We operate dedicated healthcare contact center services for Cypriot clinics, hospitals, GeSY providers, private insurers, diagnostic centers and pharma companies. Trained, bilingual agents handle patient calls, chat, email and WhatsApp under a strict GDPR framework — with documented role-based access, full call recording (when consented), encrypted storage and clinical escalation rules signed off by your medical director.
What is included
- Patient appointment booking, rescheduling & reminders
- Bilingual EN/GR (plus RU on request) inbound & outbound
- Non-clinical triage routing to nurse/doctor lines
- Prescription refill requests & lab result callbacks
- Insurance pre-authorisation & GeSY queries
- Patient billing, balance & payment plan support
- After-hours nurse-on-call routing & overflow handling
- Patient satisfaction (HCAHPS-style) surveys
- Pharma medical-information line support (Level 1)
- GDPR-compliant consent capture & audit trail
How we deliver
- 1
Clinical scoping & DPIA
We map call types, sensitive-data flows and clinical-escalation rules, then run a Data Protection Impact Assessment (DPIA) jointly with your DPO before any patient data is touched.
- 2
Secure integration & access
Agents work inside your EHR / HIS / PMS (Doctoranytime, ZipDoctor, EuroHealth, custom) via VPN+MFA with role-based, least-privilege accounts — no patient data leaves your environment.
- 3
Clinical-aware agent training
Mandatory 40-hour onboarding: GDPR Article 9 (special-category health data), HIPAA-aware handling, empathetic patient communication, red-flag symptom recognition and immediate escalation protocols.
- 4
Pilot, audit & scale
A 2-week pilot validates SLAs, QA scoring and clinical-escalation timing. Monthly compliance audits, QA call calibration and DPO review keep operations within the agreed clinical governance framework.
Expected outcomes
<20s
average speed of answer on patient lines
30%+
fewer missed appointments via reminders
100%
GDPR Art. 9 audit trail on every interaction
Frequently Asked Questions
Are you GDPR-compliant for special-category health data?
Yes. We process Article 9 special-category health data only under your lawful basis and explicit patient consent, under a signed Data Processing Agreement, with role-based access, encryption in transit and at rest, full audit trail and a designated DPO contact at our end.
Do your agents give medical advice?
No. Our agents are non-clinical and operate strictly within scripted, non-diagnostic boundaries. Any clinical question, symptom or red-flag is escalated immediately to your nurse-on-call or duty doctor per the protocol signed off by your medical director.
Where is patient data processed and stored?
All work is performed by our Cyprus-based team inside our ISO 27001 facility. Patient data lives inside your EHR/HIS — we access it via secure VPN+MFA and never copy or store it on local devices.
Can you cover after-hours and weekend lines?
Yes. We provide 24/7 cover, after-hours overflow and weekend operations — with bilingual agents, documented surge plans and direct routing to your nurse-on-call or duty doctor for clinical escalation.
Which healthcare providers do you serve?
Private clinics, hospitals, GeSY-registered providers, dental practices, diagnostic and imaging centres, private insurers, pharmaceutical companies and telehealth platforms in Cyprus and Greece.
Do you integrate with common EHR/HIS systems?
Yes — DoctorAnytime, ZipDoctor, EuroHealth, Ilium, EPIC and custom HIS via HL7/FHIR or secure API. Agents access records via VPN+MFA with role-based, least-privilege permissions.
How do you handle prescription refill requests?
Agents log the request in your PMS, verify patient identity, route to the prescribing clinician for approval and confirm the outcome back to the patient — within your SLA and audit trail.
Can you support telehealth appointments?
Yes. We handle booking, pre-consultation intake forms, technical support for the video platform and post-appointment follow-up — integrated with your telehealth stack.
How do you reduce no-shows and missed appointments?
Multi-touch reminders (SMS + WhatsApp + call) 72h, 24h and 2h before the appointment, with easy reschedule links — typically 30%+ fewer no-shows within 60 days.
How are red-flag symptoms escalated?
A signed-off protocol lists red-flag symptoms per specialty. Any match triggers immediate transfer to your nurse-on-call or duty doctor, plus a case note in your EHR — every time, no exceptions.
Do you support pharma medical information lines?
Yes — Level 1 medical-information handling under EFPIA and EU pharmacovigilance guidelines, with structured intake for adverse-event reports and escalation to your MedInfo/PV team within 24 hours.
Do you handle insurance and GeSY queries?
Yes. Agents check eligibility, co-payments, GeSY entitlements, referrals and pre-authorisations, working inside your insurer or GeSY-connected practice-management system.
Do you support patient satisfaction surveys?
Yes. HCAHPS-style CSAT/NPS after each interaction or episode of care, delivered by SMS/email/IVR, with monthly trend reports and detractor alerts to your clinical directors.
How do you handle vulnerable or elderly patients?
Agents complete specific training on patience, slower speech, active listening and safeguarding-aware conversation, with an explicit "vulnerable caller" flag that triggers extra callback checks.
How is patient consent captured and stored?
Consent is captured via verified verbal statement (recorded), electronic signature or your patient-portal opt-in — always time-stamped, versioned and traceable to a specific consent form.
How is patient billing supported?
Agents explain invoices, capture payments via PCI-DSS DTMF masking, set up instalment plans and reconcile with your accounts-receivable system — all with a fully auditable trail.
How do I request a quote for healthcare support?
Call +357 22 398296, email info@callcentercyprus.com or use the contact form. We respond within 2 business hours with a HIPAA/GDPR-aware, tailored proposal.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.
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