Digital Health Back Office Outsourcing: Secure, Scalable, & HIPAA-Compliant
Focus on innovation and patient care.
We'll handle the operational complexities.
For HealthTech innovators, telehealth providers, and digital therapeutics companies, operational drag is a barrier to growth. We provide specialized, AI-augmented back-office teams that manage your critical non-core functions with unparalleled security and efficiency, allowing you to scale faster and serve patients better.
Scale Your Operations SecurelyTrusted by innovative startups and global enterprises to secure and scale operations
The Certainty You Need in Digital Health Operations
Moving fast in HealthTech requires a back office that's not just efficient, but ironclad. We provide the operational certainty that allows you to innovate without hesitation, knowing your data, compliance, and patient support are managed by experts.
Ironclad HIPAA Compliance
Our entire operation is built on a foundation of security. With SOC 2 and ISO 27001 certified centers and mandatory HIPAA training for all staff, we treat Patient Health Information (PHI) with the rigorous security it demands. We sign a Business Associate Agreement (BAA) from day one.
AI-Augmented Efficiency
We leverage AI and automation tools to handle high-volume, repetitive tasks like data entry and claims processing with near-perfect accuracy. This frees up our human experts to manage complex exceptions and provide empathetic patient support, giving you the best of both worlds.
Elastic, On-Demand Scalability
Your user base can double overnight. Our teams scale with you. Whether you're launching in a new market or experiencing a surge in demand, we can expand your dedicated back-office team in days, not months, ensuring your operations never become a bottleneck to growth.
Radical Cost Reduction
Reduce your operational burn rate by up to 60%. By outsourcing your back-office functions, you eliminate the significant overhead associated with in-house hiring, training, infrastructure, and benefits, redirecting critical capital back into product development and market expansion.
24/7 Patient & Provider Support
Healthcare doesn't operate 9-to-5. We provide round-the-clock support for your patients and provider partners, ensuring technical issues are resolved instantly and administrative queries are handled with empathy and professionalism, anytime, anywhere.
Deep HealthTech Expertise
We're not a generic BPO. Our teams are trained on the nuances of the digital health ecosystem, from EMR/EHR systems and telehealth platforms to RCM cycles and medical coding. We speak your language and understand your specific operational challenges.
Actionable Data & Insights
Your back-office is a source of valuable data. We don't just process it; we help you understand it. Through customized dashboards and performance reporting, we provide insights into operational trends, patient behavior, and efficiency gains, helping you make smarter business decisions.
Seamless Integration Partner
We function as a true extension of your team. We adapt to your tools, your workflows, and your culture. With dedicated project managers and clear communication channels, we ensure our back-office operations are perfectly synchronized with your core business objectives.
Focus on Your Core Mission
Stop letting administrative tasks distract you from what truly matters: building innovative health solutions and improving patient outcomes. Delegate the operational grind to us and reclaim the time and resources needed to accelerate your mission.
A Comprehensive Back Office for Digital Health
Our services are designed to cover the full spectrum of operational needs for modern digital health companies. We provide the skilled personnel and AI-powered processes to manage your critical functions efficiently and securely.
Telehealth & Virtual Care Support
Provide seamless, 24/7 technical and administrative support for your telehealth platform users. We ensure patients and providers can connect reliably, resolving issues before they impact care delivery.
- Live technical support for video consultations and platform navigation.
- Appointment scheduling, reminders, and follow-up coordination.
- Provider credentialing and onboarding support.
Patient Onboarding & Engagement
Create a welcoming and efficient onboarding experience for new users. Our teams guide patients through registration, consent forms, and initial setup, increasing activation rates and long-term engagement.
- Guided new user registration and profile setup.
- Proactive outreach to encourage platform adoption and feature use.
- Collection and verification of initial patient information and insurance details.
Insurance Eligibility Verification
Eliminate billing errors and claim denials at the source. We provide real-time and batch insurance verification services, ensuring you have accurate coverage information before services are rendered.
- Verification of active coverage, copays, deductibles, and coinsurance.
- Integration with major payer portals and clearinghouses.
- Reduction in claim rejections due to eligibility issues by over 95%.
Prior Authorization Management
Navigate the complexities of prior authorizations to prevent care delays and revenue loss. Our specialists manage the entire process, from submission to follow-up, ensuring timely approvals.
- Initiation and submission of authorization requests with required clinical data.
- Proactive tracking and follow-up with insurance companies.
- Management of appeals for denied authorizations.
Remote Patient Monitoring (RPM) Support
Provide the back-end support needed for a successful RPM program. We help manage device logistics, monitor data streams for technical issues, and ensure patients remain compliant and engaged.
- Patient outreach for device setup and troubleshooting.
- Monitoring data transmission to ensure consistency and flag anomalies.
- Administrative support for RPM billing and reporting.
Medical Data Entry & Management
Ensure the accuracy and integrity of your most critical asset: patient data. Our teams perform high-volume, high-accuracy data entry from various sources directly into your EMR, EHR, or proprietary platform.
- Entry of patient demographics, lab results, and clinical notes.
- Data cleansing, validation, and de-duplication projects.
- 99.9% accuracy rates, guaranteed by our quality assurance processes.
Medical Records Indexing & Abstraction
Transform unstructured medical records into organized, actionable data. We index and abstract key information from patient charts, making it easily searchable and usable for clinical and administrative teams.
- Digitization and indexing of paper records into your digital system.
- Abstraction of specific data points for research or quality reporting.
- Secure handling of sensitive documents in a HIPAA-compliant environment.
HealthTech SaaS Platform Support
Provide expert Tier 1 and Tier 2 support for your SaaS users. We act as your product experts, helping clinics, hospitals, and other B2B clients maximize the value of your software.
- User account management, password resets, and permission settings.
- "How-to" guidance and feature explanation for platform users.
- Ticket logging, escalation, and collaboration with your development team.
Clinical Data Abstraction for AI/ML
Fuel your machine learning models with high-quality, accurately labeled data. Our clinically knowledgeable teams can abstract and annotate vast amounts of unstructured clinical text and images to your exact specifications.
- De-identification of PHI from clinical notes and records.
- Annotation and labeling of medical images (X-rays, MRIs, etc.).
- Extraction of specific clinical entities for building training datasets.
Data Migration & System Integration Support
Ensure a smooth transition when implementing a new EMR or migrating data between systems. Our teams manage the meticulous process of data mapping, extraction, and validation to ensure zero data loss and minimal downtime.
- Data mapping from legacy systems to new platforms.
- Manual and automated data validation post-migration.
- Ongoing data synchronization support between integrated systems.
Revenue Cycle Management (RCM) Support
Optimize your entire revenue cycle with our expert support. We handle the critical administrative tasks that ensure you get paid fully and on time, from charge entry to denial management.
- Charge entry, claims scrubbing, and electronic/paper submission.
- Payment posting, reconciliation, and accounts receivable follow-up.
- Systematic denial analysis and appeal submission.
Medical Coding & Auditing (ICD-10, CPT, HCPCS)
Ensure coding accuracy and compliance with our team of certified medical coders. We help you optimize reimbursement and reduce audit risk by applying the latest coding standards to your services.
- Coding for a wide range of specialties and digital health services.
- Regular coding audits to identify and correct potential compliance issues.
- Expertise in telehealth-specific coding and billing guidelines.
Provider Credentialing & Enrollment
Accelerate your revenue generation by getting your providers credentialed and enrolled with payers faster. We manage the entire, often tedious, application and follow-up process from start to finish.
- Compilation and submission of applications to government and commercial payers.
- CAQH profile management and re-attestation.
- Ongoing maintenance of provider credentials and licenses.
Patient Billing & Inquiries
Provide your patients with clear, professional, and empathetic support for all their billing questions. Our team handles patient inquiries, explains statements, and processes payments, improving patient satisfaction.
- Inbound and outbound calls to handle patient billing questions.
- Secure payment processing over the phone.
- Setup and management of patient payment plans.
Financial Reporting & Analytics Support
Gain deeper insight into your financial performance. Our teams can prepare and analyze key financial reports, helping you track KPIs, identify revenue leakage, and make data-driven decisions.
- Generation of monthly A/R aging and collection reports.
- Analysis of denial trends and root cause identification.
- Custom dashboard creation to track your most important financial metrics.
Proven Outcomes for Digital Health Leaders
We don't just provide services; we deliver measurable results. Explore how we've helped digital health companies like yours overcome operational hurdles to achieve significant growth and efficiency.
Problem
The client's in-house support team was overwhelmed by a 300% increase in patient volume over six months. This led to missed calls, delayed email responses, and negative app store reviews, threatening their reputation and growth.
Key Challenges
- Inability to provide 24/7 support for a national user base.
- High cost and time required to hire and train qualified in-house staff.
- Lack of a structured process for handling technical vs. administrative issues.
- Inconsistent quality of patient interactions.
Our Solution
We designed and deployed a dedicated, scalable patient support team within three weeks:
- Established a 24/7 multi-channel support desk (phone, email, chat) with HIPAA-trained agents.
- Developed a tiered support system to triage and escalate issues effectively.
- Created a comprehensive knowledge base of the client's platform for consistent and accurate support.
- Implemented a robust quality assurance program with regular call monitoring and feedback sessions.
Problem
The client's RPM program was not scaling effectively because their highly-paid clinical staff were bogged down with non-clinical, administrative work, leading to high operational costs and clinician burnout.
Key Challenges
- High volume of patient calls for device troubleshooting.
- Inconsistent data entry from RPM devices into the EMR.
- Delays in insurance verification for new RPM patients.
- Difficulty tracking patient compliance with monitoring protocols.
Our Solution
We created a specialized back-office team to manage the entire administrative lifecycle of their RPM service:
- Set up a dedicated patient tech support line for device setup and troubleshooting.
- Implemented a daily process to verify and accurately enter RPM data into the EMR.
- Took over the entire insurance eligibility and prior authorization process for RPM services.
- Provided daily reports on patient adherence and data transmission success rates.
Problem
The client's customers (therapists) were not billing experts and were experiencing high claim denial rates and revenue leakage. This was causing dissatisfaction and churn from their SaaS platform.
Key Challenges
- High rate of claim denials due to incorrect coding and modifiers.
- Lack of resources to follow up on unpaid claims and patient balances.
- Difficulty for their customers to navigate complex payer rules for behavioral health.
- The client lacked the in-house expertise to provide effective billing support.
Our Solution
We created a white-labeled RCM service that the client could offer as a premium add-on to their SaaS customers:
- Provided a team of certified coders specializing in behavioral health to ensure claim accuracy.
- Managed the entire claims lifecycle, from submission to payment posting and denial management.
- Handled patient billing inquiries, acting as a seamless extension of the therapist's practice.
- Delivered monthly performance reports to each clinic, showing financial health and improvement.
Technology & Compliance Expertise
Our teams are proficient in the tools and standards that power the digital health industry. We integrate seamlessly into your existing tech stack.
Flexible Engagement Models Built for Growth
We adapt to your needs. Choose the model that aligns with your current scale, budget, and long-term strategic goals.
Dedicated Team Model
An integrated team of professionals who work exclusively for you as a seamless extension of your in-house operations. Ideal for long-term, complex projects requiring deep domain knowledge.
Managed Services Model
We take full responsibility for specific back-office functions based on agreed-upon KPIs and outcomes. You define the 'what,' and we deliver the 'how,' ensuring performance and quality.
Build-Operate-Transfer
We build and manage your offshore team, processes, and infrastructure, then transfer the entire operation to you once it reaches maturity. The ultimate solution for establishing your own global capability center.
Our Seamless Onboarding Process
We make transitioning your back-office operations simple, secure, and transparent. Our structured 4-step process ensures we're fully aligned and operational in record time.
Discovery & Scoping
We conduct deep-dive sessions to understand your exact workflows, technology stack, KPIs, and compliance requirements.
Team Assembly & Training
We handpick a dedicated team with the right skills and provide intensive, client-specific training on your processes and platforms.
Secure Integration & Pilot
We establish secure connectivity to your systems and run a pilot program to refine workflows and ensure seamless integration before scaling up.
Scale & Optimize
We go live, continuously monitoring performance against your KPIs, providing transparent reporting, and proactively suggesting optimizations.
Serving the Entire Digital Health Ecosystem
Our expertise spans the diverse landscape of digital health innovation. We understand the unique operational needs of each sector.
What Our Clients Say
We're proud to be the operational backbone for some of the most innovative companies in digital health. Here's what they have to say about our partnership.
"The level of detail and commitment to HIPAA compliance from LiveHelpIndia is second to none. They onboarded faster than any in-house team I've ever built and immediately improved our data accuracy. They are a core part of our operations."
"We were hesitant to outsource our provider credentialing, but LiveHelpIndia's expertise has been phenomenal. They cut our average credentialing time by 60%, which directly translates to faster revenue. I can't recommend them enough."
"Our patient satisfaction scores for technical support went from 75% to 96% within three months of partnering with LiveHelpIndia. Their 24/7 team is professional, empathetic, and incredibly knowledgeable about our platform."
"As a startup, we needed to be incredibly capital-efficient. Outsourcing our billing and claims management to LiveHelpIndia allowed us to avoid a massive in-house expense while actually improving our collection rate. It was a strategic masterstroke for us."
"The AI-augmented data entry service is incredibly impressive. They process thousands of lab results for us daily with an accuracy rate that our previous vendor couldn't touch. The combination of their tech and their QA process is top-tier."
"The 'Build-Operate-Transfer' model was perfect for our long-term strategy. LiveHelpIndia built a world-class team for us in India, and the transition to our own entity was seamless. They provided the blueprint for our global success."
Recognized for Excellence and Security
Our commitment to quality, security, and client success is validated by industry leaders and international standards.
Frequently Asked Questions
Clear answers to common questions about outsourcing your digital health back office operations.
We enforce rigorous, multi-layered security protocols. This includes comprehensive HIPAA training for all staff, end-to-end data encryption, secure VPN access, regular security audits, and strict physical access controls at our CMMI Level 5 and SOC 2 certified delivery centers. We sign a Business Associate Agreement (BAA) with every client to legally guarantee our commitment to protecting PHI.
Absolutely. Our teams are highly adaptable and experienced with a wide range of EMR, EHR, and practice management systems. We develop custom training protocols based on your specific platform and workflows to ensure seamless integration and high proficiency from day one. We see it as our job to adapt to your technology, not the other way around.
While it varies based on the scope and scale of services, our clients typically experience cost savings of up to 60% on operational expenses. These savings come from reduced overhead in salaries, benefits, infrastructure, and administrative costs, without compromising on the quality or security of your back-office operations.
Our model is built for scalability. We can quickly scale your dedicated team up or down—often within 48-72 hours—to match your patient volume, seasonal demands, or growth trajectory. This elasticity ensures you only pay for the resources you need, when you need them, providing a significant advantage over the fixed costs of in-house hiring.
We provide transparent, detailed reporting tailored to your KPIs. This includes metrics on task completion rates, data accuracy, turnaround times, patient satisfaction scores (for support roles), and other key performance indicators. Reports are delivered on a daily, weekly, or monthly basis through a secure dashboard, giving you complete visibility into your outsourced operations.
Ready to Build a More Resilient Back Office?
Let's discuss your specific operational challenges. Schedule a free, no-obligation consultation with one of our digital health solutions experts to explore how we can help you scale securely and efficiently.
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