AI Is Coming for Call Center Jobs in Healthcare, but Can It Replace the Human Touch?

AI and the Future of Call Centers in Healthcare Support

Call centers in countries like the Philippines play a vital role in supporting American patients with chronic conditions such as diabetes and neurological issues. Workers there often go beyond their formal duties, assisting with urgent medical emergencies despite the job not requiring it. Yet, the nature of this work brings health challenges, including headaches and back pain from long hours sitting.

Night shifts are common, as some call center employees, like transcriptionists, work overnight to accommodate U.S. time zones. Beyond these physical strains, a new concern is emerging: artificial intelligence (AI). Startups are deploying AI with lifelike voices to handle tasks like scheduling appointments, refilling prescriptions, and triaging patients. For example, Zocdoc’s automated assistant can book visits without human help 70% of the time.

Scale and Impact on Employment

The healthcare call center workforce in the Philippines is estimated to reach 200,000 by the end of 2024, surpassing the number of paramedics in the U.S. Some companies are expanding operations to countries like India and integrating AI to reshape or reduce their workforce.

However, AI faces challenges in replicating human empathy and trust. Studies show AI struggles with the subtle interaction needed to gather information from patients, a skill that human workers excel at. As one nurse supervisor put it, “The rapport, or the trust that we give, or the emotions that we have as humans cannot be replaced.”

The Human Touch Versus AI Efficiency

Healthcare leaders emphasize that humans bring context AI currently cannot match. For instance, a receptionist familiar with patients might recognize when someone needs urgent attention, something AI cannot fully replicate. While centralized call centers increase distance between patients and providers, they still preserve a degree of human connection.

At the same time, call center employees face intense pressure. Some report highly monitored environments with strict time limits on calls, even when handling complex medical issues. The job can be draining, acting as a 24/7 backup to healthcare systems, dealing with urgent concerns like bleeding incisions or unclear medication instructions.

Concerns and Resistance to AI Tools

Some call center nurses and unions are wary of AI tools, especially those intended to monitor performance or measure "active listening." At Kaiser Permanente, such tools faced pushback for potentially undermining care quality. Kaiser maintains that AI does not make medical decisions—humans remain central to patient care.

High turnover rates—some as high as 30-50%—make AI appealing to businesses seeking stability and cost savings. According to industry leaders, the job is physically and emotionally demanding, often with employees facing frequent verbal abuse.

Customer Experience and Business Pressures

Patients frequently express frustration with call centers. Investor Marissa Moore experienced calls routed to uninformed third parties at multiple doctors' offices. These service issues impact business outcomes; for example, Scan Health Plan found that providers using centralized call centers saw drops in patient satisfaction, which in turn affected Medicare Advantage reimbursements.

To improve customer experience and reduce costs, companies are increasingly turning to AI assistants. These AI voices can mimic human speech convincingly and handle routine tasks efficiently. Advances have made AI more affordable, with prices dropping dramatically in recent years.

Balancing AI and Human Roles

Most executives stress that AI will augment, not replace, human workers—at least for now. AI can improve efficiency by summarizing complex information and guiding conversations, but it cannot fully replicate human empathy or judgment. Still, some companies hint at reducing staff reliance through AI-driven cost savings.

Examples like the University of Arkansas for Medical Sciences show how AI can handle specific tasks such as after-hours appointment cancellations, freeing staff for more complex duties. The health system plans to expand automation for functions like checking prior authorizations and managing follow-ups.

AI’s Influence on Call Center Workers

AI is not just changing workflows; it’s affecting employee behavior and job conditions. Rumors of AI tools that modify accents or measure listening skills create anxiety among workers. Trade group leaders warn that just because a task can be automated doesn’t mean it should be.

For customer support professionals in healthcare, staying informed about AI trends and tools is critical. Understanding how AI may alter roles and workflows can help you adapt and maintain the human connection patients rely on.

Explore practical AI training courses tailored for customer support roles at Complete AI Training to prepare for the changes ahead.