Customer support outsourcing for medical & dental practices

With a triage protocol your provider approves: a category list mapping each message type to a destination and a response window. The support agent reads each message, answers only logistics, forms, insurance, billing and records questions, and routes anything mentioning symptoms, medications, results, refills or a clinical decision to the named clinical inbox with the original text. Unclear messages are routed clinically by default. The routing log is available to your clinical lead.

From the ledger, yes: balance, date of service, insurance payment and patient responsibility, payment plan options you offer, and how to pay through your portal. Disputes, adjustments, coding questions and refund requests are escalated to your billing team or to SS Support Network's billing desk if you use it, with the ticket history attached. Card details are never taken by the agent.

Each request is logged on receipt with the date, identity is verified by your policy, the authorization form is checked, and the records are released through your practice system or portal inside the 30-day HIPAA right-of-access window, sooner where state law requires. Requests from third parties such as attorneys or insurers follow your authorization rules and fee schedule. A request log shows every step for your privacy officer.