This post was written by Outsource Consultants’ CX Advisor, Rick Monro
If you lead patient access, contact center, or RCM operations in a healthcare setting, HCCT 2025 isn’t just another conference—it’s the go-to place to exchange real-world ideas with people who know what it’s like to live in the intersection of patient care, operational pressure, and evolving technology.
Here’s what I’m thinking about heading into the event—and what you should be, too.
📍 Why HCCT 2025 Matters
The HCCT (Healthcare Call & Contact Center) Conference is a legacy event, but it stays relevant by staying operational. It’s not about tech demos or vendor sizzle. It’s where healthcare contact center leaders talk practically about digital transformation, staffing realities, and the pressure to improve patient experience with limited resources.
This year’s themes—AI in access centers, workforce burnout, digital scheduling, and RCM innovation—are exactly where our clients are seeking guidance.
“It’s one of the few places where healthcare CX and RCM leaders come to solve, not just learn.”
We started 2025 with a lot of healthcare clients asking urgent CX questions. The quickest way we’ve been able to help is a CX Strategy Call, which is built on a lot of the strategies HCCT presenters will be covering in Atlanta.
🔍 Key Strategic Questions on My Radar
The hallway conversations at HCCT are often more valuable than the slide decks. Here are the big questions I’ll be exploring with peers, partners, and providers:
- How are health systems using AI for real-time scheduling and diagnostic decision support?
- Can automation truly reduce cost-per-contact without compromising empathy?
- What’s the ROI of modernizing voice channels in patient access centers?
- How do CCaaS and CRM tools transform patient satisfaction and staff productivity?
- Are we underutilizing AI bots in RCM and intake?
These aren’t easy questions. But at HCCT, they’re the right ones to be asking.
💡 4 Big CX Healthcare Trends We All Need to Tackle
1. Workforce Burnout vs. Performance Pressure
Burnout is real—but so is the mandate to improve KPIs. Leading orgs are:
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Redesigning QA for agent coaching, not just compliance tracking
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Investing in nearshore and remote models that reduce on-site stress
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Using hybrid labor as a pressure-release valve, not just a cost lever
2. AI That Respects Compliance and Clarity
From AI-powered scheduling to virtual agents improving diagnostic accuracy, AI in healthcare contact centers is moving from “experimental” to “essential.” Sessions like “The AI Fork in the Road” and “The Other AI” underscore the need for automation that elevates—not replaces—clinical support.
Winning orgs are:
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Automating symptom triage and scheduling with clear escalation paths
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Leveraging self-service to cut wait times and reduce burnout
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Integrating AI tools that are Epic/MyChart compatible and audit-safe
3. Rethinking BPOs for Healthcare Scale
Outsourcing isn’t new—but it’s being reimagined for healthcare needs. We’re seeing:
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Growing demand for HIPAA-ready contact centers in LatAm and APAC
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Health systems layering BPO with in-house teams for scale and quality
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Strategic use of partners to reduce headcount without hurting CX
4. Efficiency = Viability: Financial ROI in Healthcare CX
HCCT sessions like “Real Money in the Modern Contact Center” and “Enhancing RCM with Automation” put hard numbers behind the CX conversation.
Smart orgs are:
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Using omnichannel CX to reduce repeat calls
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Tracking automation ROI at the process level
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Reinventing intake workflows to cut manual effort by half
🧭 How We’re Helping Clients Solve These (Daily)
| Your Goal | OC Delivers |
|---|---|
| Reduce staffing pressure | Pre-vetted, HIPAA-ready partners with remote flexibility |
| Roll out AI safely | Expert-vetted AI solutions tailored to healthcare workflows |
| Improve quality without hiring | Agent-assist, multilingual support, and hybrid staffing strategies |
| Protect budget | Fund innovation with labor cost optimization |
| Execute fast | Launch-ready partners in <60 days with healthcare expertise |
✍️ The Big CX Takeaway at HCCT
Whether you’re going to HCCT to gather ideas or validate your path, this year’s event is a must-attend for healthcare leaders balancing performance, people, and progress.
Let’s turn insight into CX momentum.
I’ll be there throughout the event—if you’re attending, let’s connect for a:
☑️ CX Strategy Call
☑️ BPO Side-by-Side Comparison
☑️ AI Vendor Readiness Review
☑️ Or just trade ideas on scaling smarter in healthcare
Looking forward to connecting in Atlanta.
—Rick
