Clinical Labs & Diagnostic Providers
Lab & Diagnostics BPO Services | Support for Labs and Diagnostic Providers
A clinical lab or diagnostic provider sits between patients and ordering providers, and its contact center handles a high, sensitive volume: patients calling about appointments, results and billing, physician offices calling about orders and results, and the coordination that keeps specimens, orders and reports moving. It all runs under strict health-privacy rules, and a lab whose phone cannot keep up frustrates both the patients and the referring physicians whose orders are the lab's business.
Global Empire Corporation runs patient and provider support, scheduling and coordination for clinical labs and diagnostic providers — handling the contact in your systems, to the health-privacy standard patient information requires, and routing results and clinical matters to your rules, so your lab staff can focus on the testing and your referring physicians and patients both reach a responsive line.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
A Lab Serves Patients and Physicians, and Both Call the Same Line
A diagnostic lab has two demanding audiences on its phone. Patients call to schedule tests, ask about results and billing, and get directions and preparation instructions; ordering physician offices call about orders, results, add-ons and problems, and expect a responsive, competent line because the lab's business depends on their referrals. Handling both well is a high, sensitive volume, and a lab whose staff are running tests cannot also keep that phone answered, so patients and physicians alike hit voicemail.
The stakes sit in the privacy and the referral relationship. Every call touches protected health information and has to be handled to strict privacy rules, and results in particular must be handled exactly to the lab's protocol, never improvised. At the same time, the referring physicians who send the orders judge the lab partly on how reachable and responsive it is, so a phone that frustrates them threatens the referral base. Handling the patient and provider contact accurately and privately, and routing results to protocol, is where a lab support program protects both compliance and the referral business.
- High patient and provider volume handled, so both reach a responsive line
- Referring-physician calls handled competently, protecting the referral base
- Results and clinical matters routed exactly to your protocol, never improvised
- Patient information handled to the health-privacy standard for a service provider
For clinical labs, diagnostic imaging and pathology and testing providers
Lab & Diagnostics Support Services We Deliver
Patient Support
Patient calls about appointments, preparation, billing and general questions handled in your systems to your rules, so patients reach an answer and your lab staff stay on the testing.
Provider Support
Ordering-physician office calls about orders, status and general matters handled competently in your systems, because the referring providers are the referral base the lab's business depends on.
Scheduling & Coordination
Test and appointment scheduling and specimen and order coordination handled in your systems, so the logistics that keep the lab running are managed without tying up your staff.
Results Handling to Protocol
Results-related calls handled exactly to your protocol and routed appropriately, never improvised, because results handling is where privacy and clinical rules are strictest.
Billing & Insurance Support
Billing, insurance and coverage questions handled to your rules and captured, so patients understand their situation and the billing office is not fielding every call.
Clinical & Results Routing
A clean boundary that routes clinical questions and protocol-governed results to your staff, so agents handle the access and coordination contact and clinical matters reach the right people.
How a Lab Support Program Runs
From the privacy and results protocol to handling the volume.
Scope & Protocol Framework
We establish the health-privacy framework and your results and clinical protocols, so agents handle patient and provider contact and results route exactly to your rules.
Systems & Access Setup
Agents are set up in your lab and scheduling systems with minimum-necessary access and the controls patient data requires, so contact is handled correctly and securely.
Lab & Process Training
Training on your services, your scheduling and the patient and provider conversations that arise, so contact is handled accurately and the results protocol is respected.
Pilot & Calibration
Launch on a defined slice with daily review, calibrating accuracy, results routing and privacy adherence before the whole operation moves.
Scale & Coverage
Scale where quality holds, and into the coverage your patient and provider volume needs, so both audiences reach a responsive line.
Related services
Build a complete support program
Frequently asked questions
How is patient information protected?
With the safeguards health-privacy rules require of a service provider handling patient information. Agents work in your systems with minimum-necessary access, under defined controls, screening and a clear position on where data is processed and stored, documented accordingly. Lab contact touches protected health information, and results handling especially, so the program is built privacy-first and to your protocols. A provider should describe its controls to your standard, and you should confirm the specific obligations for your lab with your own privacy counsel.
How are results handled?
Exactly to your protocol, never improvised. Results are the most sensitive and rule-bound part of a lab's contact, so agents handle results-related calls strictly to your protocol — which typically means routing them to the right destination or following your defined process rather than agents conveying clinical results — and never improvise. The results protocol is built into the program and confirmed against your requirements, so the strict privacy and clinical rules around results are respected while the surrounding scheduling, billing and general contact is handled by the program, taking that volume off your staff.
Do you handle referring-physician calls?
Yes, and they are treated as the referral base they are. Ordering-physician offices call about orders, status and problems and judge the lab on how reachable and responsive it is, so agents handle those calls competently in your systems, capturing what your team needs and routing clinical matters appropriately. Because the referring physicians' orders are the lab's business, handling their calls well protects the referral relationships, so the program is built to serve the provider audience with the responsiveness that keeps orders coming, not just the patient audience.
Can you handle both patients and providers?
Yes, and the program is scoped for both. A lab's phone serves patients scheduling and asking about results and billing, and physician offices handling orders and results, and agents handle each to your rules in your systems, routing clinical and results matters to protocol. Serving both audiences takes the full contact load off your lab staff so they can run tests, while patients and physicians both reach a responsive, competent line, which is what a diagnostic provider needs from its phone given that both audiences are essential to the business.
What does a lab support program cost?
It follows the coverage rather than a published rate. The variables are contact volume, the mix of patient versus provider support, the hours covered, the depth of systems and privacy integration, the complexity of your results protocol, and whether you need bilingual coverage. Given the privacy stakes and the referral relationships, the program is built around handling it correctly; we scope it against your lab and quote per program.
TESTIMONIALS
Our trusted clients
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
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