Healthcare Outsourcing

Last updated: November 11, 2026

Hospitals, clinics, laboratories and health-tech companies carry a heavy non-clinical workload: appointment lines, patient communication, insurance and billing administration, medical records support, and data entry. When these tasks fall behind, patients wait on hold, claims are rejected and clinical staff get pulled into paperwork. 360 Soft builds dedicated non-clinical teams for healthcare organisations, with strict controls for health data, working remotely, on site or hybrid from Istanbul, including 7/24 shifts.

This page explains who the service suits, the problems specific to healthcare, which tasks can be outsourced, a typical team structure, the regulations that apply, working and contract models, process steps, KPIs, pricing factors, a comparison, risks and a vendor checklist. Clinical decisions and medical advice are never part of the service.

Who is it for?

The service fits healthcare organisations that want to free clinical staff from administrative work:

Private hospitals and multi-specialty medical centres with large appointment and patient-communication volumes.
Clinics and dental chains that need a central booking and reminder team.
Medical tourism providers that serve international patients in English, Arabic, German and other languages.
Laboratories and imaging centres with result-notification and data-entry workloads.
Health-tech and digital health companies that need user support and operations teams.

Problems specific to the healthcare sector

Healthcare administration faces pressures that other sectors do not:

Appointment lines are overloaded at peak hours and patients abandon calls.
No-shows waste clinical capacity because reminders and rescheduling are not systematic.
Insurance pre-authorisations and claims are delayed or rejected because of missing information.
Health data is special-category personal data, so every process needs tight access control.
International patients need multilingual coordination across time zones.
Doctors and nurses spend time on data entry and paperwork.

Which healthcare tasks can be outsourced?

Only non-clinical work is in scope. Anything requiring a medical assessment is routed to your clinical staff.

Area	Typical tasks	Technology / tools
Appointment and contact centre	Booking, rescheduling, reminders, waiting-list management	HIS appointment module, telephony, WhatsApp Business
Patient communication	Pre-visit information, post-visit follow-up calls, satisfaction surveys	CRM, telephony, survey tools
International patient coordination	Enquiry handling, travel and accommodation coordination, interpreters	CRM, messaging tools
Insurance and billing administration	Eligibility checks, pre-authorisation preparation, claim documentation, rejection follow-up	HIS billing module, insurer portals, MEDULA in Turkey
Medical records support	Indexing, scanning quality checks, data entry from forms	HIS, document management
Data entry and reporting	Operational dashboards, registry data entry	Excel, Power BI
Health-tech user support	App and portal support, onboarding, ticket handling	Zendesk, Freshdesk, Intercom

Typical team structure by role

Role	Responsibility	Required skills
Patient service agent	Appointments, reminders, general enquiries	Empathy, clear communication, HIS use
International patient coordinator	Enquiries from abroad, logistics coordination	Languages, cultural awareness
Billing and insurance specialist	Eligibility, pre-authorisations, claims	Knowledge of insurer rules and coding basics
Medical records assistant	Indexing, data entry, quality checks	Accuracy, medical terminology
Quality analyst	Call and ticket sampling, script compliance	Healthcare process knowledge
Data analyst (optional)	Reports and dashboards	Excel, BI tools
Team lead	Planning, escalations, reporting	Healthcare operations experience

Regulations and standards

From Turkey the team works under KVKK, where health data is special-category personal data, the Regulation on Personal Health Data, the Patient Rights Regulation and Ministry of Health rules, and, for billing of Turkish SGK cases, the SUT and MEDULA procedures. For your organisation the rules of your country apply as well, for example GDPR Art. 9 in the EU, UK GDPR and NHS data security requirements in the UK, HIPAA with a Business Associate Agreement in the US, and health data and personal data protection laws in Saudi Arabia and the UAE. Requirements are documented in the DPA and SOPs during onboarding and confirmed by your compliance team; we do not give legal advice.

Clinical safety rule: the team never gives medical advice or triage decisions. Scripts route any clinical question to your clinicians, and emergencies are directed to emergency services immediately.

Working models

Model	How it works	When it fits in healthcare
Remote	The team works from our Istanbul office or secure home setups with access to your systems via VPN or VDI	Contact centre, billing administration, international coordination, data entry
On-site	Team members work at your premises under our supervision	Front-desk support, records rooms, tasks requiring physical documents
Hybrid	Remote day-to-day work with scheduled on-site days	Launch of a new booking centre, hospital system migrations

Service model	Definition	Example
Dedicated team	Named people working only for you, led by our team lead	Central appointment team for a multi-specialty clinic group
Managed service	We own an agreed output with SLAs and reporting	All appointment calls answered within an agreed time
Project	Defined scope, deliverables and deadline	Back-scanning and indexing of archived records
Capacity extension	Additional people for a defined period	Extra agents during seasonal medical tourism peaks

Legal note for staffed engagements

Contract note for international buyers. We work under a B2B service agreement governed by a clear statement of work: the output, the SLA, the reporting cadence and the exit terms are written down before the team starts. The agreement includes an NDA, an IP assignment clause (all work product, templates, data and documentation created for you belong to you), and, wherever personal data is processed, a GDPR data processing agreement (Art. 28) with the EU Standard Contractual Clauses for transfers to Turkey, or the UK IDTA/Addendum for UK controllers. On the Turkish side processing also follows KVKK (Law No. 6698), including its cross-border transfer rules. Where US patient data is involved, a Business Associate Agreement can be added; where UK NHS data is involved, the applicable data security standards are reflected in the contract. Our people are employed by 360 Soft in Turkey, so payroll, social security and Turkish labour-law obligations stay with us; you buy a service, not employees.

Under Turkish law (Labour Law No. 4857) a service purchase has to be distinguished from subcontracting of core activities and from temporary agency work. We define the scope as an outcome-based service under our own supervision; for your side, local outsourcing and health data rules apply and should be confirmed by your counsel and data protection officer.

Process steps and typical timelines

Step	Content	Typical duration
Discovery	Services, volumes, systems, languages, hours	1 week
Data protection assessment	Data flows, access model, DPIA support	1–2 weeks
Proposal and contract	Scope, SLA, pricing, NDA, DPA	1 week
Team selection	Communication and terminology tests, interviews	Typically 1–2 weeks
Access and training	HIS roles, scripts, privacy training, escalation rules	1–2 weeks
Ramp-up	Call monitoring and QA sampling	2–4 weeks
Steady state	KPI reports, monthly review	Ongoing

SLA and KPI examples

Area	KPI	Note
Contact centre	Answer rate, average wait time, abandonment rate	Per line and time of day
Appointments	No-show rate trend, reminder coverage	Shared with clinical planning
Billing	Claim documentation completeness, rejection rate trend	Measured against insurer feedback
Records	Indexing accuracy	QA sampling
Patient experience	Satisfaction score after contact	Survey-based
Compliance	Privacy incidents, script adherence	Zero-tolerance escalation

Targets are agreed after a baseline period on your own data; we do not promise numbers before we have seen your processes.

Pricing factors

We do not publish standard prices. A quote is prepared after a discovery call, usually as a monthly fee per dedicated team member, an output-based fee, a hybrid model or a project fee. These factors drive it:

Factor	Effect
Volume	Calls, messages, claims and records per month
Service hours	Business hours, extended hours or 7/24
Languages	English, Arabic, German, Russian and others for international patients
Complexity	General enquiries vs. billing and insurance work
Systems	HIS, telephony and insurer portals involved
Work location	Remote, on-site or hybrid

Comparison: in-house, freelancer, outsourcing

Criterion	Your own staff	Freelancer	Outsourcing (360 Soft)
Time to start	Weeks to months of recruiting	Fast, availability varies	Typically 1–2 weeks
Scaling	Slow, fixed headcount	Possible, uneven quality	From 1 to 200+ people within one structure
Continuity	Depends on retention	Single point of failure	Replacement process included
Process documentation	Often informal	Rarely	SOPs and playbooks are part of the service
Management effort	All yours	High coordination effort	Team lead and reporting included
Data protection and control	Your own controls	Hard to enforce	NDA, DPA, access controls, audit trail

Risks and mitigations

Risk	Mitigation
Health data breach	Least-privilege HIS access, managed devices, logged activity, privacy training
Medical advice given by mistake	Strict scripts, routing to clinicians, call monitoring
Long waiting times	Forecasting, shift planning, callback options
Claim rejections	Checklists per insurer, second review
Knowledge loss	SOPs, backup people, replacement process
Cultural misunderstandings	Language-matched agents, cultural briefings

Security, GDPR/KVKK, NDA and intellectual property

Health data requires the highest level of protection. Team members sign confidentiality undertakings, receive privacy training, and access only the HIS functions needed for their role through individual, logged accounts with MFA. Work happens on company-managed devices without local storage, calls are recorded only under your policy, and access is removed the same day someone leaves. Scripts, SOPs and reports created for you are assigned to you.

Vendor selection checklist

Is clinical work clearly excluded and routed to your staff?
Does the vendor provide privacy training and confidentiality undertakings?
Is a GDPR DPA with SCCs (or UK IDTA) offered, and is KVKK covered? Can a BAA be added if needed?
Is HIS access individual, role-based and logged?
Are languages for international patients available?
Are SLAs measurable in your telephony and HIS?
Is there a replacement process and an exit clause?

Illustrative scenario: appointment line in a multi-specialty medical centre

Illustrative scenario – not a client case. A multi-specialty medical centre receives most of its calls between 9 and 11 in the morning, many callers hang up, and no-shows leave gaps in doctors calendars. A possible setup: a remote patient service team takes appointment calls and WhatsApp messages with extra agents in the morning peak, sends reminders and manages waiting lists, while an international patient coordinator handles enquiries in English and Arabic. Clinical questions are passed to nurses through an agreed routing, and the team lead reports answer rates and no-show trends weekly.

Frequently asked questions

Which tasks can healthcare organisations outsource?

Non-clinical tasks such as appointment and contact centre work, patient communication, international patient coordination, insurance and billing administration, medical records support, data entry and health-tech user support.

Can we combine several tasks under one contract?

Yes. Appointment lines, patient communication and billing support are often combined under one team lead.

How is health data protected?

Through individual, role-based and logged access, MFA, managed devices without local storage, privacy training, an NDA and a DPA reflecting GDPR, KVKK and your local rules.

Does the team give medical advice to patients?

No. The team never gives medical advice or triage decisions. Clinical questions are routed to your clinicians and emergencies to emergency services.

Can you support international patients?

Yes. We provide coordinators in English, Arabic, German and other languages depending on your markets.

Can you work in our hospital information system?

Yes, with individual user accounts and permissions limited to the functions each role needs.

Can you sign a Business Associate Agreement?

Where US patient data is involved, a BAA can be added to the contract after review.

Do you offer 7/24 coverage?

Yes, shift-based teams can cover nights, weekends and holidays.

How quickly can we start?

A typical start is 1–2 weeks after the scope and data protection documents are agreed.

How is the price calculated?

By volume, hours, languages, complexity, systems and location. We quote after a discovery call.

Plan your healthcare support team with us

Tell us your services, volumes, languages and hours and we will propose roles, data protection controls, SLAs and a pricing model. Call or WhatsApp us on +90 850 335 10 87, write to info@360-soft.com, message us directly on WhatsApp, or use the form on our contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.

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