AI Threatens to Replace Call Center Workers in Healthcare, Raising Concerns About the Human Touch

AI Is Poised to Transform Medical Call Centers—But What About the Human Touch?

Medical call centers have long been the frontline for patients needing assistance with appointments, prescriptions, and health device troubleshooting. In the Philippines, for example, thousands of workers help Americans manage conditions like diabetes and neurological disorders. Sometimes, these call center agents find themselves responding to urgent medical emergencies, even though it’s outside their formal role.

One occupational nurse supervising such a center explained that workers often handle these emergencies because it feels necessary, even if not part of their job description. Yet the job can take a toll on their health, with common complaints like headaches and back pain from long hours of sitting.

The Growing Role of AI in Medical Call Centers

New technology is reshaping this landscape. AI-powered assistants with human-like voices are now able to schedule or cancel appointments, refill prescriptions, and triage patients without human involvement up to 70% of the time. Companies like Zocdoc are leading this shift, aiming to automate routine tasks and reduce wait times.

With an estimated 200,000 medical call center workers in the Philippines alone at the end of 2024, the scale is massive—surpassing the number of paramedics in the U.S. Some companies are also expanding operations into countries like India while integrating AI tools to optimize or replace parts of their workforce.

Can AI Replace Human Empathy and Judgment?

Despite these advances, AI still struggles with the human elements of healthcare communication. A recent study showed AI models can diagnose based on scripted stories but fail to effectively gather nuanced information from patients. Building trust and showing empathy—key to healthcare—remain uniquely human skills.

For instance, a small practice’s receptionist often knows patients personally enough to recognize when an urgent call needs immediate attention. This subtle understanding and context are difficult for AI to replicate at present.

Challenges Faced by Call Center Workers

Call center employees often work under intense pressure. Nurses at some centers describe highly micromanaged environments where they must adhere to strict call time limits, even when handling complex or emergency cases. Being constantly available, they serve as the backup to the broader healthcare system, fielding calls about bleeding incisions or unclear medication instructions.

Some workers and unions are wary of AI tools that could monitor or manage their performance, fearing it might undermine the quality of care. For example, at Kaiser Permanente, employees protested an AI system designed to measure “active listening,” delaying its implementation.

Why Some Employers See AI as a Solution

High turnover rates—sometimes 30% to 50%—make retaining call center staff difficult. This challenging environment, combined with frustrated patients facing long wait times and unhelpful service, makes AI an attractive option for many businesses.

Investors and companies report frequent patient complaints about disconnected call centers staffed by agents lacking detailed knowledge of providers’ schedules or availability. Poor customer service can even impact health insurers’ reimbursements under programs like Medicare Advantage, creating financial incentives to improve responsiveness.

AI as a Complement, Not Just a Replacement

Some health systems are cautiously adopting AI to handle narrow tasks. For example, the University of Arkansas for Medical Sciences uses AI to manage after-hours appointment cancellations, reducing backlogs and freeing staff for other duties. They plan to expand automation for tasks like prior authorization checks and post-discharge follow-up.

Other companies deploy AI tools that analyze vocal patterns to detect health issues or summarize complex insurance documents to help human agents focus on patient interaction. AI can guide conversations without fully replacing humans, enhancing efficiency and accuracy.

The Changing Role of Call Center Staff

Even without full replacement, AI alters how employees work. Some call centers consider tools that modify accents or monitor performance metrics, raising concerns about surveillance and pressure on staff. The debate continues about how much automation is appropriate in a setting that depends heavily on empathy and trust.

What Customer Support Professionals Should Know

If you work in customer support within healthcare or related sectors, staying informed about AI's evolving capabilities is essential. AI can help reduce routine workload but won’t replace the human judgment and emotional connection patients value.

Developing skills in managing AI tools and understanding their limits can make you more effective and resilient. For tailored training on AI applications in customer support, explore Complete AI Training’s customer support courses.

Balancing AI efficiency with human empathy will be key to delivering quality care and service in the years ahead.