Every missed call is a patientyou didn't keep. We fix that.
Every missed call is a patient you didn't keep. We fix that.
Horatio HX delivers dedicated, healthcare-trained patient support teams—HIPAA-compliant, omnichannel, and integrated with your systems in weeks. Not a generic answering service. Not an offshore call center. A true extension of your team.
Limited Q3 capacity. Limited onboarding capacity. We accept a select number of new healthcare organizations each month to maintain team quality.
Your patients notice every friction point. And they don't give second chances.
Dropped calls and long hold times
When patients can't reach you quickly, they don't wait—they move on to the next available provider. In telehealth and DTC health, that patient is gone.
Fragmented, inconsistent support across channels
Patients reach out through phone, chat, email, and SMS, but inconsistent responses across channels create confusion and erode trust over time.
No-shows that drain revenue quietly
Around 23% of no-shows are caused by poor intake, missed confirmation, or confusing scheduling. Each gap in communication turns into lost appointments, and lost revenue.
Support teams that can't scale with growth
As call volumes increase, in-house teams struggle to keep up. Hiring, training, and managing support staff becomes expensive and time-consuming, pulling focus away from patient care.
Consistent patient support across every channel — without the overhead
- Healthcare-trained support specialists — teams trained in patient communication, healthcare workflows, and your specific vertical
- Omnichannel coverage across voice, chat, email, and SMS, with consistent patient experience across every channel
- HIPAA-compliant by design — BAAs, restricted-access environments, PHI-trained agents, and audit-ready processes
- Nearshore from Dominican Republic, Colombia, Honduras — same timezone, 50–60% lower cost
- Seamless integration with your systems — works within your EHR, telehealth platform, CRM, and communication tools in real time
- Dedicated teams — agents assigned exclusively to your account who understand your workflows, systems, and patients
What many Horatio HX clients typically see
Although results vary by organization, these represent typical outcomes across our healthcare call center clients.
2×
Faster average patient response times
Typical outcome across HX patient support clients
30–40%
Reduction in no-show rates via better scheduling support
Proactive confirmation and follow-up workflows
50–60%
Lower cost vs. in-house patient support team
Fully-loaded US internal team comparison
Not a generic call center. Built for healthcare.
Most options fall into one of two categories. Neither is designed for modern healthcare communication at scale. Horatio HX is deliberately different.
The two alternatives — and why they fall short
- Generic call centers: designed for volume, not healthcare. Agents lack training in patient communication, healthcare workflows, and compliance requirements.
- Virtual receptionist services: limited scalability, minimal system integration, and basic call handling that doesn't support complex patient journeys.
- Horatio HX: healthcare-trained patient support teams. Nearshore. HIPAA-built. Built to operate as part of your organization.
We're not for everyone — and that's intentional
We work with a limited number of healthcare organizations at any time. Here's an honest look at who gets the most value from Horatio HX.
Strong fit if you are…
- A telehealth, digital health, GLP-1, behavioral health, or diagnostics company
- Scaling patient volume faster than your internal support team can handle
- Experiencing missed calls, long wait times, or inconsistent support quality
- A growth-stage or mid-market healthcare company (Series A/B or PE-backed)
- Looking to launch a dedicated patient support team in weeks—not months
Probably not a fit if you…
- Are a solo practice or small clinic looking for per-minute answering services
- Are primarily looking for the lowest-cost option regardless of quality
- Need only 1–2 part-time support agents with minimal healthcare context
- Are not operating in healthcare or a regulated health-adjacent vertical
From assessment to live patient support in weeks
A structured, low-friction process that gets your patient support operations up and running without disrupting your existing workflows.
- 1
Free Patient Support Assessment
We review your current call volumes, response times, support workflows, and communication gaps to identify breakdowns.
- 2
Workflow & Compliance Setup
We design a HIPAA-compliant support model aligned with your systems, patient journeys, and communication channels.
- 3
Team Recruitment & Training
We recruit and train dedicated agents specific to your workflows, tools, and patient experience standards.
- 4
Integration & Go-Live
Your team is live and integrated into your operating systems in 3–5 weeks. Ongoing QA from day one.
Our clients value discretion and results
“Many of the healthcare companies we support consider their operational playbook a competitive advantage — they don't want to publicly associate with outsourcing partners. What we can share: response times improved significantly, missed-call volume dropped, and patient experience finally scaled with growth without sacrificing quality.”
How Horatio HX stacks up
If cost is the only priority, other options exist. If consistency, compliance, and patient experience matter, here's how Horatio HX compares.
| Capability | Horatio HX | Offshore BPO | In-House Team | Software |
|---|---|---|---|---|
| Healthcare-trained specialists | Vertical-specific | Generic training | Varies + Expensive | No humans |
| HIPAA compliance + BAA | Built-in + BAA | Claimed, rarely audited | Your responsibility | Partial |
| US timezone alignment | Nearshore — same hours | Significant overlap issues | Yes | N/A |
| Dedicated team (no sharing) | Exclusively yours | Shared pools | Yes | N/A |
| Cost vs. in-house | 50–60% lower | 40–50% lower | Full cost burden | Needs staff too |
| Speed to launch | 3–5 weeks | 6–12 weeks | 3–6 months | Weeks (no staff) |
| High-volume patient communication | Fully managed across channels | Inconsistent | Limited by hiring and capacity | No human support |
| Omnichannel support consistency | Unified across channels | Channel silos | Added cost | Fragmented or automated only |
Your patients deserve better support. Your business does too.
Get a free patient support consultation. We'll review your current communication setup, identify where missed calls and delays are impacting patient experience, and show you what a dedicated Horatio HX team would look like. No obligation. No sales pitch.
- Free support workflow review — no commitment
- Reply within 1 business day
- BAA & HIPAA-compliant by default
Get your free patient support consultation
Share where support is breaking down across channels. We'll outline a dedicated Horatio HX team plan.