FQHC call center outsourcing guide
Outsourcing your call center? Ask these six questions first.
The right partner runs your call center your way, with a team that's yours. These questions help you tell the difference before you sign.
Questions to ask any vendor
- Is the team dedicated to your center, or shared with other clients?
- Do they work in your EHR, to your procedures?
- Are QA, trainers and supervisors included, or billed extra?
- Is every agent bilingual, including medical and insurance terms?
- Will they check eligibility and make reminder and confirmation calls?
- Can they show real results from another health center?
Why it matters
Most outsourcing goes wrong in the same places
Shared agents who don't know your center, scripts that ignore your procedures, and add-on fees for the oversight that keeps quality up. Ask about each one before you sign.
Results from one California FQHC engagement
- Average speed of answer, June 2026
- 9s
- Faster answer time, May launch to June
- 83%
- Calls answered in June 2026
- 2,184
Compares May 13–31 with June 1–30, 2026. Source: client campaign-review reporting.
Questions leaders ask
- Will we lose control of how calls are handled?
- No. Your way, every call. The team follows your procedures in your EHR.
- Will patients notice a difference?
- Patients should reach someone faster. Every team is fully bilingual, including the medical and insurance terms patients hear.
- Do we pay extra for oversight?
- No. QA, trainers and supervisors are included at no extra cost.
- Is it a shared call center?
- No. Each center gets its own dedicated team that learns your sites, providers and procedures.