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Medical Devices
Medical Device Customer Support Built for Regulated Environments
Support built to handle a billing question and a device complaint with the same level of precision. In medical devices, both carry consequences.
Medical Device Companies Trust iQor to Deliver Measurable Results
70%
error reduction from AI-assisted coaching, so every compliance-sensitive interaction is reviewed rather than sampled.
30 days
to deploy trained, HIPAA-certified specialists, ready before your next product launch or support surge.
96%
of outcomes achieved across all KPIs in programs where missing a number carries real operational consequences.
Medical device support operates under a different set of stakes than general healthcare support. When a patient calls about a malfunctioning insulin pump, or a caregiver contacts support about a home monitoring device, that interaction carries regulatory weight that a generic support team is not built to hold. A mishandled complaint can become a potential FDA-reportable event, with consequences that extend well beyond a bad customer experience score.
Your customers are patients and providers navigating complex technology, and your agents need to understand the device, the terminology, and the compliance requirements before the first call is answered. We deploy teams that are built for exactly that.
Trusted by Leading Healthcare Brands
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Services
How We Support the Full Device Lifecycle
From the moment a patient activates a device to the moment a warranty claim is resolved, every touchpoint matters. We cover the full range, with agents trained for the regulatory and emotional weight that medical device support requires.
Device Onboarding & Product Education
Getting patients and providers to use a device correctly is a support challenge as much as a training one. We deploy product-trained agents who walk end users through activation, setup, and first use, reducing call-backs, improving adherence, and protecting the patient experience from Day One.
Technical Help Desk & Warranty Support
Device malfunctions don't follow business hours. We run Tier 1 through Tier 3 technical support across inbound and outbound channels, diagnosing device issues, managing warranty claims, and escalating when clinical urgency requires it. Agents arrive trained on device-specific terminology and troubleshooting protocols, so the first call is handled with the same confidence as the hundredth.
Billing, Claims & Revenue Cycle
Medical device billing involves coverage verification, prior authorization, co-pay resolution, and appeals management, each of which requires compliance expertise and precision. Our RCM-trained agents handle the financial touchpoints that keep patients engaged with their care and your revenue cycle moving.
Customer Retention & Win-Back
Patients who stop using a device often do so quietly, with no cancellation, no complaint, and no obvious signal. We run proactive retention and win-back programs that identify at-risk users, re-engage lapsed patients, and recover relationships before they become churn statistics. Every re-engagement is handled with clinical empathy rather than a sales-driven script.
Adverse Event & Complaint Handling
Not every patient complaint is a routine support ticket. Some carry FDA reporting implications, and the agents handling them need to know the difference. We train teams to recognize those moments, follow documented escalation protocols, and manage sensitive interactions with the care and documentation standards that regulated environments require.
Every stage powered by AI — from first hire to higher performance.
Start with insights. Build toward outcomes. Scale what works.
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Awards & Recognitions
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Here's What Working With Us Looks Like in Practice
Compliant
HIPAA, HITRUST, ISO 27001:2022, SOC 2 Type II, and PCI-DSS v4.0 represent our baseline compliance requirements, and we treat them as the floor, not the ceiling. Every agent who handles medical device interactions is trained, certified, and tested on the regulatory environment before they take their first call. Compliance gets built into the training from Day One, so it doesn't have to be retrofitted later.
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Knowledgeable
Medical device support requires agents who understand diagnostic terminology, device-specific protocols, and when a routine inquiry needs to become an urgent escalation. Our ops leaders have averaged 10+ years in their roles, which means the person accountable for your program has seen every edge case before. Institutional knowledge like that doesn't stay in a playbook; it shows up on every call.
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AI-Powered
In regulated environments, quality reviews can't wait for the next QBR. Our Performance iQ platform analyzes interactions in real time, flagging compliance gaps, coaching moments, and escalation triggers before they become larger issues. A 70% error reduction rate is what happens when AI coaches every agent on every interaction, every day, and quality becomes a continuous process rather than a periodic review.
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Scalable
Product launches, recalls, and seasonal surges can arrive without much warning. We scale by 300 to 500% across multiple regions without retraining from scratch, because our Recruiting iQ and Learning iQ platforms compress time-to-ready down to days rather than months. When your volume spikes, your quality holds, because we staff for your toughest days with the same standards we apply to your average ones.
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Tell Us Your Biggest Medical Device Support Challenge
Whether it's compliance, scale, or something in between, describe what you're dealing with and we'll show you exactly how we've solved it before.
Case Studies & Trends
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