CBE Delivers HIPAA-Compliant Patient and Member Support
For more than 90 years, we've helped organizations manage high-volume customer interactions while meeting strict compliance, security, and performance standards. In healthcare specifically, we deliver HIPAA-compliant, empathy-trained contact center support and revenue cycle management, supporting payers, providers, and the patients and members they serve. From eligibility verification and claims questions to payment posting and member services, we bring the secure, human-first support that healthcare brands and the people they care for deserve.
In Healthcare, Data Security Isn't Just Compliance, It's Care.
Healthcare customer service requires a careful balance of privacy, compliance, and compassionate support. Patients and members may reach out with sensitive questions about their health, coverage, or finances, making clear and accurate communication critical. Service delays, miscommunication, or privacy concerns can quickly affect trust and the overall experience.
Operational pressures rise as healthcare organizations manage:
- Rising service demands while facing pressure to control costs
- Backlogs, long hold times, repeat contacts, and unnecessary escalations
- Al and self-service tools that do not always meet patient and member needs
- Rising expectations for fast, responsive service
- Legacy technology that must be modernized without disrupting operations
- Complex privacy and compliance requirements, including HIPAA, HITECH, and state laws
- Demand surges driven by open enrollment and benefits changes
CBE delivers compliant, scalable patient and member support designed for complex healthcare environments. Our teams combine operational discipline with empathetic service to help protect sensitive information, manage changing demand, and deliver consistent experiences across patient and member interactions.
You don't need another vendor. You need a partner that understands the balance between compliance, operational performance, and compassionate care.
Care-Aligned Partnerships for Payers and Providers
CBE doesn't deliver one-size-fits-all healthcare outsourcing. We start by understanding your organization, patients or members, regulatory environment, workflows, and service expectations.
We then tailor our workforce, training, technology, and oversight to your needs. Our agents are trained on applicable privacy protocols, organization-specific terminology, eligibility and authorization workflows, payer requirements, and patient and member care.
Whether you're a national payer, regional health plan, hospital system, or specialty provider, CBE delivers flexible support built around your operations and the people you serve.
What We Deliver, and Why It Matters in Healthcare
Our healthcare capabilities span the full revenue cycle and patient experience lifecycle, with credentialed leadership and specialized teams trained for the work. We deliver each capability with the security, compliance rigor, and human judgment that healthcare demands.
Patient & Member Services
Patients and members reach out for answers about their health and their coverage. We train our HIPAA-compliant agents on your benefits, terminology, payer contracts and portals, and the empathy required when someone calls about a serious diagnosis or a denied claim. We handle communications across voice, chat, email, and digital with the same standards.
Front-End Revenue Cycle Support
Scheduling, registration, insurance verification, and financial counseling are often where regulatory friction lives. We train our front-end RCM teams to navigate plan rules, verify eligibility quickly, and walk patients through financial conversations with clarity and respect, turning a potentially frustrating experience into one that builds trust from the start.
Claims Management & Payer Support
Claim follow-up, rejection handling, and payer communication — the work that keep your revenue cycle moving forward. We train our agents in claims terminology, dispute workflows, and the documented escalation paths that keep your operation audit-ready while protecting the patient relationship. Across our healthcare partnerships, we've supported $53M+ in healthcare collections.
Payment Posting & AR Follow-Up
Billing, payment posting, reconciliation, adjustments, and insurance and patient AR workflows are the back-office foundation of healthcare revenue. Our specialized teams handle this work with precision, accuracy, and full compliance, freeing your internal staff to focus on clinical and strategic priorities.
Open Enrollment & Surge Support
When open enrollment hits or a benefits change creates surge demand, your organization can face increased call volumes. Our rapid-deployment model brings trained, HIPAA-compliant agents online quickly, without compromising quality or compliance. We've deployed 100-FTE healthcare programs in 30 days while maintaining QA expectations across the transition.
Nearshore Healthcare Support
Our Mexico City delivery hub provides nearshore patient support that aligns with U.S. service standards, combining cultural alignment and bilingual capability for clear, professional, and empathetic interactions. We tailor our delivery model for healthcare clients who need cost efficiency without compromising the patient experience your brand promises.
Why Payers and Providers Trust CBE
Choosing a CX partner in healthcare is a high-stakes decision. Organizations that choose CBE value many of the same things: protecting patient and member trust, maintaining strong compliance standards, and delivering compassionate, consistent service.
Here's what they tell us sets CBE apart.
Certifiably Compliant
"Can I trust this partner with PHI and HIPAA-regulated work?"
Compliance isn't a claim at CBE: It's verified. HIPAA Compliant. PCI Level 1. SOC 2 Type II. ISO 27001. Active Authority to Operate. 2025 BBB Torch Award for Ethics. Our compliance and quality team holds professional designations through ACA International or RMAi, with HIPAA and PHI training embedded throughout the agent lifecycle.
Built for Healthcare Complexity
"Will this partner understand my members, my patients, and my operational reality?"
At CBE, our healthcare CX experience spans 20+ healthcare facilities and includes revenue cycle partnerships exceeding 10 years with major academic medical centers and regional health systems.
Our healthcare leadership team brings 25+ years of healthcare operations experience and holds the CRCR (Certified Revenue Cycle Representative) credential through HFMA. That means the people running your program speak the language of healthcare RCM at the same level as your VPs of Member Services and Patient Access.
Empowering the Human
"Will the people on the front line treat my members with the empathy they deserve?"
We invest in our agents because they represent you. APEX Award-winning training (Training magazine, five years running). Sub-8% turnover in an industry that runs 20-30%. Average tenure over five years. CBE provides empathy-focused coaching that prepares agents for the conversations healthcare involves.
Surge-Ready and Modernization-Capable
"Can this partner scale with us — and help us modernize without breaking what works?"
We've ramped 100 FTE in 30 days and 300-agent surges in 90 days for healthcare and adjacent regulated clients, while maintaining full production readiness and QA expectations throughout the transition. Our delivery model spans the U.S., the Philippines, and Mexico, operating under aligned SLAs and unified playbooks. CBE is the right partner to help you scale during open enrollment, modernize legacy programs, and stay focused on members and patients while we handle the operational lift.
Technology in Sync With Human Judgment
"How do I deploy AI and automation without breaking the member experience?"
Healthcare CX leaders see AI underperformance every day through chatbots that frustrate members, IVRs that route in circles, and automation deployed without thought for the caller. At CBE, we don't chase trends. We deploy the tools that make our people faster, sharper, and more accurate with AI-enabled routing, NICE workforce management, Zenarate scenario training, Laivly's SIDD for real-time agent assist, and RPA where it belongs. Each tool is chosen for the specific value it brings to your members and your team.
A True Partnership
"Will I actually have access to the people running my program?"
You'll have direct access to program leads, executive sponsors, and the credentialed healthcare leaders accountable for your success. No revolving door of account managers. No layered escalation paths. Just a partner that truly values your members and their experiences.
Common Questions About Healthcare BPO Services
How does HIPAA-compliant BPO work for healthcare organizations?
HIPAA-compliant BPO partners specialized providers with healthcare organizations to handle patient and member interactions while strictly protecting PHI and adhering to HIPAA, HITECH, and state privacy regulations. CBE delivers HIPAA-compliant patient and member support across voice, chat, email, and digital channels, with embedded compliance training, role-based PHI access, and operational governance that keeps healthcare data secure in every interaction.
What healthcare services does CBE outsource?
CBE supports healthcare brands across patient and member services, front-end revenue cycle support including scheduling and insurance verification, claims management and payer support, payment posting and AR follow-up, open enrollment and surge support, and back-office healthcare operations, all delivered with HIPAA compliance and the empathy healthcare callers deserve. Our healthcare experience spans 20+ facilities and revenue cycle partnerships that exceed a decade.
What compliance is required for healthcare BPO?
Healthcare BPO requires compliance with HIPAA (Health Insurance Portability and Accountability Act) and HITECH (Health Information Technology for Economic and Clinical Health Act), plus state-level privacy laws and program-specific requirements. CBE operates under HIPAA-compliant protocols, PCI Level 1, SOC 2 Type II, ISO 27001, and Active Authority to Operate certifications, with PHI protection embedded into agent training, system access controls, and quality assurance.
Why do payers and providers use BPO services?
Healthcare payers and providers use BPO partners to scale member and patient support, manage open enrollment and surge events, modernize legacy programs without disrupting service, access efficient HIPAA-compliant infrastructure, and bring specialized expertise to revenue cycle management, claims processing, and back-office work. The right partnership protects PHI, scales capacity for cyclical demand, and lets internal teams focus on clinical and strategic priorities.
How does outsourcing improve patient and member experience?
The right healthcare BPO partner improves member and patient experience by delivering trained, empathy-focused agents available across the channels members prefer, resolving issues faster, scaling for surge events without quality drops, and bringing operational discipline. At CBE, that means HIPAA-compliant, empathy-trained agents who treat every caller the way your own team would.
Ready to Strengthen Your Patient and Member Experience?
If you're scaling a regional health plan, modernizing a national payer's member services, building a patient experience that reflects your hospital system's values, or expanding your revenue cycle operations, we'd like to learn more about your work and the people you serve.
Every conversation starts with your goals, your members or patients, and your compliance environment, not our pitch.