NEWS & INSIGHTS
The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
Ideal Option Scales Healthcare Revenue Cycle Management with CCSI’s Nearshore Patient Financial Services in Mexico
May 2026 – Ideal Option, a leading healthcare services provider in the United States, has experienced significant growth since establishing its nearshore operations in Mexico. Building on this momentum, the company has expanded its partnership with Call Center Services International (CCSI), scaling its bilingual revenue cycle management (RCM) and patient financial support capabilities. This evolution represents an important step in strengthening the patient experience while improving financial recovery and operational efficiency in healthcare.
Nearshore Patient Financial Services in Mexico
Initially focused on Patient Care, Ideal Option has evolved its operating model by incorporating Patient Financial Advocates (PFAs), a role that plays a critical part in payment management, financial guidance, and collections.
By leveraging a Nearshore RCM model, Ideal Option ensures that complex patient financial conversations are handled with technical accuracy, empathy, and cultural competence.
“Thanks to the success we’ve had with CCSI, we made the decision to evolve our model toward PFAs, leveraging the knowledge our bilingual team already has of our patients and systems. This enabled a seamless and effective transition into key debt collection functions.”
— Christy Zbiegien, VP, Contact Center, Ideal Option
Enhancing Healthcare Efficiency Through Bilingual Patient Support
The integration of highly skilled bilingual agents, culturally aligned with the United States, has strengthened the patient experience through empathetic, high-quality interactions—particularly during sensitive financial conversations involving payments and account obligations.
“Looking ahead, we see a clear opportunity to expand in back-office and debt collection functions, which we will increasingly support through CCSI as part of our operational strategy.”
— Christy Zbiegien, VP, Contact Center, Ideal Option
Aligned with this vision, Ideal Option anticipates continued growth across back-office operations and debt collection services, further consolidating Mexico as a strategic hub for high-value patient financial services and collections.
The expanded operation also complements CCSI's broader Healthcare Contact Center Services supporting U.S. healthcare organizations from Mexico.
About Ideal Option
Ideal Option is a national leader in outpatient addiction treatment, specializing in evidence-based, medication-assisted care for substance use disorders. Founded in 2012, the company operates more than 80 clinics across the United States and is supported by over 250 healthcare professionals. Ideal Option has helped more than 100,000 patients pursue long-term recovery and rebuild their lives.
About Call Center Services International
Call Center Services International (CCSI) is a leading provider of Nearshore staffing and Contact Center Solutions in Mexico. CCSI helps U.S. organizations improve performance while reducing labor and operational costs through scalable, customized Contact Center and BPO services.
CCSI's bilingual workforce is performance-driven, culturally aligned with the United States, and supported by modern infrastructure, experienced management, and comprehensive administrative services designed to integrate seamlessly with each client’s operations.
For healthcare organizations, CCSI provides Healthcare Customer Support Services that can support patient communications, Revenue Cycle Management, billing and collections, back-office functions, and other client-defined healthcare processes.
Originally published: July 10, 2026
Last reviewed and updated: July 25, 2026
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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
