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Bi-Lingual Call Center

Near-Shore English/Spanish Healthcare Billing, Collections, and DME Client Services
Decipher Health Records > Services > Bi-Lingual Call Center

Bi-Lingual Call Center

Near-Shore English/Spanish Healthcare Billing, Collections, and DME Client Services
Decipher Health Records > Services > Bi-Lingual Call Center

Looking for a bilingual, nearshore call center who will show patience with your patients?

Decipher offers English/Spanish U.S.-quality service at a fraction of the cost of domestic resources. Our three Guyana call centers, which first opened in June of 2023, are headquartered in Georgetown, their capital city. We specialize in healthcare billing, collections, and DME customer service and operate from 8:00 AM to 8:30 PM Eastern, Monday through Friday.

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Tuschen Office Call Center
Downtown Georgetown Office
Multi-Lingual Team Members

Why Choose Decipher Nearshore Call Centers

Time Zone Alignment
  • Nearshore advantage: Operational agility. Absolutely no time zone difference allows for real-time communication between your team and Decipher.
  • Why it matters: Delays in implementing changes required by updated government regulations, contract requirements, or other business needs can affect patient care, claims processing, and emergency support.
  • Example: Our Georgetown, Guyana call centers work 8 AM to 8:30 AM Eastern time, which is their natural time zone. Offshore teams in India or the Philippines require night shifts to match U.S. time zones and simply cannot operate as nimbly as Decipher.
  • Nearshore advantage: Decipher team members all speak true American English, without an Indian, Filipino, or even Caribbean accent. And although English is the first language of those Guyana, our employment pool is also with bi-lingual Spanish speakers, allowing us to offer bi-lingual support for no additional cost.
  • Why it matters: Healthcare interactions often involve sensitive conversations where clarity, empathy, and trust are crucial. Callers believe they are speaking to someone in America – BECAUSE THEY ARE!
  • Example: Our bilingual team seamlessly switch between English and Spanish for patients as needed and will never be asked to Press 1 for English or 2 for Spanish. If a call is answered by someone requiring Spanish and the team member only speaks English, the call is simply and politely routed to a bilingual coworker.
  • Nearshore advantage: Closer cultural alignment means better understanding of U.S. patient expectations, healthcare terminology, and insurance processes.
  • Why it matters: Misunderstandings in tone or phrasing can erode patient trust or lead to costly errors in medical records.
  • Nearshore advantage: It’s easy for U.S. management to visit our offices in person for training, audits, and relationship-building.
  • Why it matters: Cost effective face-to-face oversight improves quality control and speeds problem resolution.
  • Example: Direct flights to Georgetown from Houston or Miami take four hours. From New York, less than six. Visiting Decipher doesn’t take days or require crossing multiple time zones.
  • Nearshore advantage: There is significantly less call center competition in Guyana compared to India or the Philippines. Consequently, we have much lower call center attrition than traditional offshore hubs.
  • Why it matters: Stable teams mean better-trained agents, fewer errors, and higher patient satisfaction.

Compliance & Security

Rigorous Security Measures

Rigorous Security Measures

Decipher implements strict security measures to ensure the confidentiality and accuracy of all customer and patient information. Our security measures are designed to prevent unauthorized access and ensure that data is protected at all times.

No Recordable Media Allowed

To prevent data breaches, we strictly prohibit the recording of any media in our facility. This policy prevents the risk of sensitive data being overwritten or sent to unauthorized devices.

Restricted Use of Electronic Devices

We do not allow any electronic devices in the manufacturing area. This approach ensures that no unauthorized records or data can be accessed and greatly protects client and patient information.

24x7 CCTV Surveillance

24x7 CCTV Surveillance

All Decipher operation centers are constantly monitored by CCTV. This ongoing monitoring also helps detect and prevent any unauthorized access or suspicious activity, creating a secure environment in which sensitive data can be processed.

Biometric Access Control

Access to our manufacturing facility is restricted and controlled through biometric processing. Only authorized personnel can access these areas; all entrances and exits are recorded and monitored with strict control over who has access to sensitive information.

Comprehensive Password Protection

All servers, switches and nodes in our production area are always password protected. This additional protection ensures that regardless of physical access, the data remains safe from unauthorized digital access.

Contact us today to learn how our three Guyana call centers are culturally aligned, time zone compatible, and HIPAA-compliant to cost-effectively support your healthcare Billing, Collections, and DME Client Services business demands. Whether it’s navigating insurance claims, supporting patients, or managing collections with empathy, our patience with patients improves your customer satisfaction and cash flow.
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