Where Carenet’s Highest-Acuity Programs Are Delivered
Carenet Health’s onshore delivery model is the foundation of everything we do. Our U.S. onshore delivery model has been tested and refined since 2004, when we launched our first nurse advice line program for Christus Health. With two contact centers in San Antonio, Texas and another in Biloxi, Mississippi, plus a mature work-at-home model, our U.S. operations anchor the highest-acuity programs in our portfolio and set the standard for every delivery center in our global network.
Not every healthcare program is eligible for offshore or nearshore healthcare call center services — some require the highest level of clinical acuity, domestic regulatory alignment, or licensed U.S. credentials. For those programs, and for the clients who need the assurance of boots on American soil, Carenet’s onshore delivery model is purpose-built and battle-tested.
But “onshore” at Carenet doesn’t mean limited. It means the full force of our clinical expertise, technology platform, and decades of operational discipline — available from three physical facilities and an elastic, coast-to-coast work-at-home workforce that can scale to meet demand on any timeline. For organizations evaluating a healthcare-exclusive BPO, Carenet’s onshore team is the operational anchor of that model.
For many clients, the right answer is a blend: onshore for clinical, credentialed, or domestic-only programs; nearshore and farshore for cost-optimized, scalable engagement; all orchestrated with smart use of AI and automation to maximize efficiency and outcomes. Our onshore team is the anchor of that model and the proof that speed, quality, and cost efficiency don’t come at one another’s expense.
San Antonio is where Carenet was founded, and it remains the heart of our operations. Our two San Antonio facilities, in Woodstone and Brooks City, serve as Carenet’s global corporate headquarters and the command layer for our entire delivery network. Every program standard, every governance framework, every compliance protocol originates here.
San Antonio is no accident as a healthcare BPO hub. The city sits at the intersection of a large bilingual workforce, a major military and veterans’ health community, and a deep talent pipeline from the University of Texas San Antonio, UT Health, and dozens of surrounding institutions — making it one of the most naturally healthcare-aligned labor markets in the country.
Carenet’s Biloxi, Mississippi facility was added in 2025 through the strategic acquisition of Launch. Biloxi expands Carenet’s onshore footprint with a dedicated center built to support bilingual programs, scalable capacity for growing client accounts, and a workforce with strong cultural familiarity with the Gulf Coast’s diverse patient and member populations.
Biloxi has become an important node for clients who require domestic delivery with bilingual capability — a combination that can be difficult to source at scale. The center is also an increasingly important proving ground for new programs before they expand into Carenet’s nearshore delivery centers in Trinidad and El Salvador.
Elastic Scalability
Need 50 more advisors for open enrollment season? A surge for a new plan launch? A rapid-ramp for a new client? U.S. WAH provides unlimited scalability. There are no seat constraints, no facility buildout timelines, no geographic hiring limitations. We can move faster than a brick-and-mortar model ever could.
Clinical Talent, Anywhere
Carenet’s WAH workforce includes registered nurses, licensed clinicians, certified healthcare advisors, and bilingual engagement specialists — all operating through the same VDI, VPN, and multi-factor authentication infrastructure as our in-center teams. This model creates access to a national talent pool of healthcare professionals who prefer to work from home and perform exceptionally when they do.
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Service
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San Antonio
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Biloxi
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WAH
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Member & Patient Services
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✓
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✓
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✓
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Provider Services
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✓
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✓
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✓
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Outbound Quality Campaigns
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✓
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✓
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✓
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Care Coordination & Referrals
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✓
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✓
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✓
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Scheduling & Appointment Management
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✓
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✓
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✓
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Claims Processing & Back Office Support
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✓
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✓
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✓
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Pharmacy & Medication Adherence
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✓
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✓
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✓
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Advocacy & Care Navigation
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✓
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—
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✓
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Bilingual (Spanish/English)
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✓
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✓
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✓
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Virtual Clinic / Telehealth
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✓
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—
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✓
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Nurse Advice Line (NAL)
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✓
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—
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—
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Clinical Care Management
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✓
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—
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—
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Clinical Trial Engagement
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✓
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When a health plan or provider needs medical call center services staffed by licensed clinicians — not trained agents — Carenet’s U.S. onshore team is the answer. Healthcare engagement and care management is not just a call center function at Carenet. It is a clinically grounded, outcomes-focused operation — completely dedicated to U.S. healthcare — and nowhere is that more evident than in our U.S. onshore delivery.
Carenet’s clinical team includes 380+ registered nurses with an average of 15 years of clinical experience — embedded across our San Antonio facilities and WAH workforce, supporting programs that require licensed clinical judgment.
Nurse Advice Line (NAL)
24/7 live triage, symptom assessment, and care routing; proven to reduce unnecessary ER visits and direct members to the right level of care
Virtual Triage and Clinical Support
Real-time clinical decision support integrated with Carenet’s AI-powered Intelligent Engagement™ platform
Medication Adherence
Pharmacist and nurse-supported outreach for chronic condition management, long-term medication maintenance, and prescription refills
Clinical Trial Engagement
Recruitment, enrollment, and participant support for healthcare organizations conducting clinical research
Care Management
High-touch, longitudinal care coordination for complex, high-risk patient populations
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Client Need
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Why Onshore
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Clinical programs
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Licensed, credentialed U.S.-based clinicians required
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Domestic-only contractual requirements
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Full U.S. workforce — in-center or WAH
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Bilingual programs with onshore preference
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San Antonio + Biloxi both offer native Spanish/English capability
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Surge capacity or rapid program ramp
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WAH model provides unlimited, agile talent acces
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Business continuity / DR requirements
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Geographically distributed WAH workforce + multisite in-center
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Highest-acuity member interactions
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U.S.-based clinical team working in collaboration with your providers
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For programs where cost optimization is also a priority, Carenet’s onshore delivery is often paired with nearshore delivery in El Salvador or farshore delivery in South Africa — creating a blended, tech-enabled model that delivers both quality and savings. Explore our rightshoring strategy.
Answers to the questions healthcare operations leaders ask when evaluating onshore delivery partners.
Healthcare call center services are specialized contact center operations that support clinical, administrative, and member engagement functions for health plans, hospitals, and healthcare organizations. These services include nurse triage, care management, member services, provider services, scheduling, medication adherence outreach, and claims support — all delivered by trained healthcare professionals operating under HIPAA-compliant protocols. Carenet Health provides healthcare call center services from U.S. onshore delivery centers in San Antonio and Biloxi, as well as a nationwide work-at-home workforce.
Onshore healthcare BPO delivers services from within the United States using a domestic workforce — in-center or work-at-home — providing native English fluency, full domestic regulatory alignment, and eligibility for programs that require U.S.-based clinical or contractual compliance. Offshore or farshore BPO operates from international locations, typically at lower cost for non-clinical or standardized programs. Carenet Health operates both: U.S. onshore delivery from San Antonio and Biloxi for clinical, credentialed, or domestic-only programs, paired with nearshore and farshore delivery for cost-optimized engagement — a model Carenet calls Rightshoring.
Yes. Carenet Health has operated a HIPAA-compliant work-at-home healthcare call center workforce since 2004 — one of the longest-running remote healthcare delivery models in the industry. All WAH employees operate through Virtual Desktop Infrastructure (VDI), VPN, and multi-factor authentication. All patient data is stored exclusively in U.S.-based data centers, encrypted in transit and at rest, with role-based data access and hardened endpoint protection on all devices. Approximately 50% of Carenet’s U.S. workforce currently operates remotely under this framework.
Clinical programs that require licensed, credentialed U.S.-based clinicians must be delivered onshore. These include nurse advice lines (24/7 live triage and symptom assessment), clinical care management for high-risk patient populations, medication adherence programs supported by pharmacists and nurses, virtual triage and clinical decision support, and clinical trial engagement for healthcare research organizations. Carenet Health delivers these programs from its San Antonio facilities and WAH workforce, staffed by 380+ registered nurses with an average of 15 years of clinical experience.
Healthcare call centers with a work-at-home model can scale surge capacity with no facility constraints, no buildout timelines, and no geographic hiring limitations. When a health plan needs additional advisors for open enrollment, a new plan launch, or a rapid-ramp program, Carenet Health’s nationwide WAH model can add capacity on any timeline — drawing from a national talent pool of registered nurses, licensed clinicians, and certified healthcare advisors who prefer to work remotely. This model also provides built-in business continuity: a geographically distributed workforce is not affected by regional weather events, local outages, or single-site disruptions.
Onshore
55–65% savings vs. onshore. Native English. HIPAA-aligned. 24/7.
