Onshore and offshore patient services specialists photo

Onshore vs Offshore Patient Services Specialists: Which is Right for You?

Are you seeking a patient services specialist to help you with your healthcare needs? Are you torn between hiring onshore or offshore patient services specialists

If you answered yes to all these questions, you have come to the right place. We will explore the differences between these specialists and provide you with the information you need to determine which option is right for you. 

Let us first define what a patient services specialist is and their importance.

What are Patient Services Specialists and Why are They Important?

Patient services specialists
are healthcare professionals who help patients navigate the complex healthcare system. These specialists are vital to the healthcare process. Not only do they manage the administrative tasks, but they also give clear and concise medical care information to patients seeking healthcare. 

Another important role of these specialists is determining the timing and appropriateness of patient care. They reduce the healthcare costs associated with preventable complications. Also, they are important for keeping the lines of communication open among patients, doctors, and insurance companies.

It’s easy to see that patient services specialists, whether onshore or offshore, are essential healthcare team members. They help ensure that patients receive the best possible care. 

Although both onshore and offshore patient services specialists perform similar tasks, there are several key differences between the two that a healthcare organization should consider.

Cost Considerations

Healthcare provider thinking about their operational costs and maximize their resources

The difference in cost between onshore and offshore patient services specialists depends on a variety of factors. Let’s look at each factor carefully to see if outsourcing overseas is the right choice for your business.

Labor Cost

Regarding the cost differences between onshore and offshore patient services specialists, one of the primary differences is the cost of labor in different locations. Some countries have lower hourly rates and salaries due to lower labor costs, making offshore specialists better than their counterparts.

Cost of Benefits

Another cost difference to consider are the required benefits. Onshore specialists require benefits such as health insurance, retirement plans, and paid time off. This contrasts with offshore specialists, who are not required, which results in cost savings for healthcare organizations.

Infrastructure and Technology Requirements

The cost of extra investments for infrastructure and technology requirements should also be factored in. Offshore specialist work is done from far away, so organizations must invest in these resources to do better. 

On the other hand, specialists who work onshore can get access to these resources through their local healthcare facility. This means that an extra investment is not needed.

Quality Considerations

Offshore and onshore patient services specialists different regulations and standards

When it comes to comparing the level of training, education, and experience between onshore and offshore patient services specialists, there can be a range of differences. Let’s look at how these factors can vary between the two specialists.


Onshore specialists often undergo comprehensive training programs before providing care and support to patients. These training programs may cover medical terminology, patient communication, and problem-solving skills.

Also, the level of training for offshore specialists can vary depending on the outsourcing partner and the country of origin. 

But a reputable outsourcing partner like Phoenix Virtual Solutions provides their staff with extensive training and other necessary training, like HIPAA. They ensure that each Patient Services Specialist has the necessary skills.


Both onshore and offshore specialists get formal education and training in healthcare fields like nursing, health sciences, and/or medical billing and coding. This formal education can build a strong foundation of knowledge and expertise to draw upon when providing
patient care services.


Onshore specialists work onsite in healthcare settings, such as hospitals, clinics, or physician offices. This may result in them having work experience that is different from the offshore specialists, which could help them learn much about the industry and patients’ needs. 

When it comes to offshore specialists, a broad experience in the healthcare industry is also required of them. Reputable outsourcing partners like Phoenix Virtual Solutions demand comprehensive work experience from their staff. They also ensure that their employees undergo extensive on-the-job training to ensure that high-quality patient experience services will be provided.

Cultural Considerations

Patient services specialists happy moments with their patient

It is important to look at the cultural differences between onshore and offshore patient services specialists when comparing them. This affects how well these specialists can communicate with their patients and how well they can care for their patients. Let’s take a closer look at the following:


Most of the time, onshore specialists speak the same language as the patients they help or assist. In contrast, offshore specialists might need to familiarize themselves with the language(s) that their patients speak. This can create communication barriers and may impact the quality of care provided.

Customs and Traditions

Another thing that needs to be taken into account is how well they know the patients’ customs and traditions. Onshore specialists are more likely to be familiar with the local customs and traditions. This can help them provide care sensitive to patients’ cultural needs.

Meanwhile, offshore specialists may need to learn more about the patients’ customs and traditions. 

Beliefs and Values

Patients may have beliefs or values that affect their choices about healthcare or how they want to be treated. Onshore specialists are more likely to know about these and can take them into account when giving care. On the other hand, this may pose some challenges to offshore specialists who are yet to learn about these beliefs and values.

Language Considerations

virtual communication of patient and healthcare provider

Language differences may present challenges to effective communication between patient services specialists and patients. However, with the right training and support, patient services specialists can provide high-quality care no matter their location or the language they speak. 

Let’s discuss the possible language differences between onshore and offshore specialists:

English as a Language

Onshore specialists in the US usually have English as their native language. On the other hand, offshore specialists usually have English as their second language. This can affect how well they can communicate with patients.

Language Comprehension

Compared to offshore specialists, onshore specialists may have a better understanding of how patients use idioms and regional language differences. They may also be more familiar with the cultural norms and customs of the local patient population. These may help them build stronger relationships with patients and provide better care.

The difference in language can certainly give rise to difficulties in how offshore specialists can form a good rapport with the patients. However, it is important to remember that language is not the only thing that should be considered. Communication skills, cultural competence, and empathy are also crucial for effective patient care.

Offshore specialists receive thorough training in cultural competence and communication skills. This helps them better communicate with and have a better understanding of patients from different cultural backgrounds.

Final Thoughts

We looked at the trade-offs between cost, quality, and cultural/language issues by comparing onshore and offshore options. 

Regardless of the decision made, it is important to weigh these factors carefully. Always consider your organization’s unique needs, resources, and goals before making a decision. 

As you consider outsourcing your patient service specialist needs, we at Phoenix Virtual Solutions can help you weigh the trade-offs between onshore and offshore options.

We pride ourselves in providing top-notch services that meet the needs of healthcare organizations while also taking cultural and language differences into account to ensure the best possible patient care. Contact Phoenix today to learn more about how we can help your organization thrive.

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