“I use Dialpad AI extensively to look at live calls. The transcript just makes it easy for me to look up and answer questions for the agent on the call.”
Dionne HumphreyCustomer Support Operations Manager
Read more Healthcare call center software
Help patients reach the right person faster. Dialpad Support for contact centers brings calls, messages, AI agents, and real-time AI together on one platform for patient access, scheduling, and billing teams.
Route calls intelligently, resolve routine requests with AI agents, and support HIPAA-ready operations for US healthcare organizations.
Healthcare contact center software built for patient access
From intelligent call routing to conversational AI in healthcare, Dialpad Support for contact centers gives patient access, scheduling, and billing teams the tools to resolve requests faster, with built-in AI that works alongside your staff.
HIPAA-ready security and privacy
For US healthcare organizations, Dialpad is HIPAA-ready, and Company Admins on paid accounts can sign a Business Associate Agreement (BAA). Secure call recording, customizable data retention, encryption in transit and at rest, and role-based access help you run a HIPAA-compliant call center.
Intelligent call routing
Reduce wait times by routing patients to the right department, location, or specialist with skills-based routing, round-robin routing, and IVR workflows.
AI agents for patient requests
Dialpad Resolve AI agents can answer patient questions, book appointments, and handle common billing inquiries on voice and digital channels, then hand off to staff with the conversation context when a patient needs a person. That makes AI agents for patient access a practical first step for high-volume scheduling lines.
Omnichannel patient communications
Patients expect to reach their providers on their own terms. Dialpad Support for contact centers handles voice, SMS, and web chat on one platform, including a healthcare chatbot for common questions, so routing and reporting stay consistent across channels.
Real-time analytics and AI CSAT
Track queue performance, wait times, and handle times as they happen with contact center analytics, and use AI CSAT to estimate patient satisfaction across calls without relying only on surveys.
Workforce scheduling and forecasting
Dialpad WFM helps healthcare call centers forecast call volume and build schedules around it, so you can staff for predictable peaks like Monday mornings and open enrollment, keep wait times down, and reduce agent burnout.
See why healthcare teams love Dialpad
How to choose healthcare call center software
Healthcare call center software helps patient access, scheduling, and billing teams manage high volumes of patient calls and messages while protecting sensitive information. For many organizations, the call center is where the patient experience starts, so the platform behind it can shape wait times, first-contact resolution, and how patients feel about their care.
When evaluating healthcare call center software or a contact center as a service (CCaaS) platform, five criteria tend to matter most:
HIPAA readiness: For US organizations, look for a vendor that signs a Business Associate Agreement (BAA) and offers encryption, access controls, and configurable data retention.
EHR integration: Screen pops and call logging inside your EHR can reduce lookups and manual data entry for agents.
AI agents for routine requests: AI agents can handle scheduling, common questions, and intake around the clock, with a clean handoff to staff.
Real-time agent support: Live transcription, sentiment, and in-call guidance can help agents handle complex conversations.
Analytics: Visibility into wait times, abandonment, and patient sentiment helps supervisors staff and coach effectively.
Dialpad Support for contact centers brings these together on one platform. It integrates with Epic through the CTI Connector for Epic, with NextGen and athenahealth's athenaOne, and with SpinSci for hospital operator and patient access workflows. Healthcare organizations such as Metropolitan Pediatrics and Proliance Surgeons use Dialpad as a healthcare customer experience platform that connects patient conversations across calls, messages, and AI agents.
See how Dialpad's healthcare contact center software works
Book a demo to see how Dialpad can help your team handle more patient calls and shorten hold times.
Healthcare call center software FAQs
Healthcare call center software helps providers, health plans, and other healthcare organizations manage high volumes of patient calls and messages. It typically combines call routing, queues, AI agents, agent tools, and analytics so teams can handle appointment scheduling, patient questions, billing inquiries, and follow-ups efficiently while protecting patient information.
Healthcare call centers can improve the patient experience by reducing hold times, resolving requests on the first contact, and letting patients reach out on the channel they prefer. AI agents can handle routine scheduling and questions around the clock, while real-time AI helps staff with complex conversations, and satisfaction and sentiment data show where to improve.
Healthcare call center software can reduce wait times, route patients to the right department faster, and ease administrative work for agents and supervisors. With built-in AI, it can also automate routine requests, capture call summaries, and surface trends in patient needs and sentiment that could otherwise take hours to find.
Look for HIPAA readiness with a signed BAA for US organizations, integrations with your EHR and scheduling systems, AI agents for routine requests, real-time agent assistance, omnichannel support, and analytics on wait times and patient sentiment. Dialpad Support for contact centers combines these capabilities on one platform with Dialpad Resolve AI agents.
Yes. For US healthcare organizations, Dialpad is HIPAA-ready, and Company Admins on paid accounts can sign a Business Associate Agreement in the Admin Portal. Dialpad AI training is optional and off by default for US companies, and companies with a signed BAA aren't eligible for it, so their conversation data isn't used to train Dialpad AI. Security and compliance details are available on the Dialpad Trust Center.
Yes. The CTI Connector for Epic brings Dialpad calling into Epic, with screen pops that match callers to patient records, click-to-dial, and automatic call logging. Dialpad Support for contact centers also integrates with NextGen, athenahealth's athenaOne, and SpinSci for hospital operator and patient access workflows. Availability depends on plan.
Yes. Dialpad Resolve AI agents can answer patient calls and chats, book appointments, respond to common questions, and collect intake details, connecting to systems like athenahealth, Google Calendar, and Microsoft Outlook. When a request needs a person, the AI agent hands off to staff in Dialpad Support for contact centers with the conversation context, so patients don't have to repeat themselves.
