Solving the Healthcare Call Center Crisis: A Smarter Approach for FQHCs
Community health centers and FQHCs are at the frontlines of care—yet many are struggling to keep up with rising patient engagement demands. Long call wait times, overwhelmed in-house staff, and undertrained third-party agents are creating a bottleneck at the first point of contact: the call center.
Common Challenges Facing Health Centers Today:
- Patients hang up after just one minute in the call queue.
- Mondays and mornings bring unpredictable call surges.
- Outsourced staff often lack healthcare knowledge, leading to poor first-call resolution.
- Maintaining in-house call center headcount is a constant battle due to high turnover.
EGS's Solution: Smarter Staffing with Sector Expertise
EGS delivers trained, dedicated contact center teams who specialize in the workflows of healthcare organizations. Our agents are not generic call handlers—they’re trained in your EMR, scheduling rules, provider preferences, and referral management processes.
With over 2,000 agents—many with long tenures in FQHC support—we provide not just a labor solution, but a performance advantage.
Why It Works:
- Seamless overflow and after-hours support
- Full EMR familiarity (Epic, ECW, and others)
- Bilingual agents for diverse communities
- Cost-effective nearshore staffing from Mexico
If your health center is drowning in missed calls and patient complaints, it might be time to consider a smarter, specialized partner.
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