The strategic rise of Bali as Australia’s next essential healthcare support hub
As Australian healthcare providers grapple with unprecedented operational bottlenecks, a new nearshore model is quietly transforming patient care delivery. Forward-thinking organisations, including leading pain and spine specialists, are now leveraging expert outsourcing services to drive positive business outcomes and exceptional customer experiences (CX).
TP, global leader in digital business services, is utilizing it’s new Global Capability Centre (GCC) in Bali, Indonesia, as the emerging nearshore hub for Australian healthcare support services to solve critical capacity challenges. This strategic hub is effectively offering sustainable solutions to improve patient access, streamline specialist referrals, and reduce operational pressures for Australian healthcare industry.
Maurice Zicman, Vice President of CX Strategy at TP in Australia, highlighted that the hub’s strategic location bridges a crucial gap in the medical ecosystem. This model is seamlessly assisting with medical triaging, inpatient and outpatient coordination and specialist appointment scheduling.
Patient care revolutionized
By slashing traditional turnaround times for referrals from days to minutes, the initiative ensures that patients such as those experiencing acute pain or neurological issues are connected with the right specialist much faster and in a more simplified manner using advanced technology to enable enhanced customer experience.
“Patients still receive care from Australian-based specialists, but the administrative and triaging support happening behind the scenes allows providers to scale faster and operate more efficiently,” Zicman said.
“Australian healthcare providers are under enormous pressure from rising demand, workforce shortages and increasing operational costs,” he added.
“What TP is delivering in Bali is the next evolution of healthcare support and improved operation efficiency. Our Bali hub supports health services through the early stages of patient engagement, accelerating their access to care and freeing clinicians to focus entirely on treatment,” he explained.
A key driver behind the hub's rapid adoption is its unique combination of cultural proximity and elite language capabilities. The Bali hub also provides Australian healthcare organisations with access to highly skilled multilingual talent in a nearshore environment that aligns perfectly with Australian time zones and communication expectations.
“Patients dealing with chronic pain don’t want to wait days for a response. Using our skilled healthcare support teams and AI-powered contact centres means they can be immediately triaged with a specialist, drastically reducing referral response times and elevating the customer/patient experience,” Zicman said.
AI-powered CX for Healthcare providers
To complement this specialised talent pool, TP’s proprietary AI and digital transformation capabilities are also playing a growing role in healthcare operations, helping providers manage workflows, referrals and patient communications more effectively while maintaining strong human oversight.
According to Zicman, this powerful synergy of human empathy and advanced technology allows healthcare and other industry organisations to reduce their operational expenditure by approximately 40% or more without compromising on service quality.
Consequently, Bali has solidified its position as a top-tier hub due to its strong accessibility and cultural alignment with Australian patient expectations.
No compromise on Data Security
“Healthcare organisations are managing highly sensitive patient information and are increasingly being targeted by cyber criminals,” he said.
The operational scale offered at strategic hubs does not come at the expense of data integrity. As cybersecurity threats continue to rise across the healthcare sector, Zicman emphasised that the hub’s secure infrastructure and trusted operational partnerships are increasingly important.
This reality makes robust, scalable, and professionally managed data support environments an absolute necessity as the medical sector continues its digital modernisation.
Ultimately, the rise of global healthcare capability centres reflects a broader transformation in how Australian industries are accessing talent and delivering services.
“This isn’t simply about outsourcing but building integrated global capability that helps organisations deliver faster, smarter and more accessible services for Australians,” Zicman concluded.
About TP in Australia
Teleperformance in Australia is part of the TP Group, a global leader in digital business services which consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front office customer care to back-office functions, including operations consulting and high-value digital transformation services. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the Group’s local presence allows it to be a force of good in supporting communities, clients, and the environment.
For more information: www.tp.com.
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