Every telehealth company accumulates a quiet graveyard: patients who signed up, completed a consult or two, then stopped booking. Some lapsed because an insurance plan changed. Some just forgot. Either way, that dormant list is usually the cheapest revenue available to you, because reactivating a former patient costs a fraction of acquiring a new one and the trust already exists. The problem is execution. Working a dormant patient list takes calls, scripts, consent records, calling-window discipline, and hours your intake team doesn't have, which is why win-back campaigns stay on the 'next quarter' list forever. Phone outreach also outperforms email and SMS here: industry benchmarks put trained-agent reactivation rates at 25-35%, versus 2-5% for email. This 2026 guide compares three providers that run structured win-back and reactivation outreach for telehealth and telemedicine businesses, ranked on list discipline, compliance handling, reporting transparency, and fit for virtual-care operations.
#1 My AI Call Center — Calling starts at 9¢ per connected minute, tiered by volume; most campaigns add a one-time setup and a flat monthly management fee, both quoted before launch. The first campaign review is free.
My AI Call Center (myaicallcenter.app) is a done-for-you managed outbound calling service that runs structured, AI-powered calling campaigns against approved, permissioned, or reviewed contact lists only, never indiscriminate cold calling. Owned and operated by AIQ Labs and based in Halifax, Nova Scotia, with a U.S. operating base in Austin, Texas, the service is built around a simple promise: run more useful calls without building a bigger call center. For telehealth providers sitting on dormant patient or subscriber lists, the company offers Win-Back & Reactivation Calling campaigns that typically target contacts dormant for 12 to 24 months, plus Database Reactivation Blitz Campaigns, a structured multi-touch push across calls, texts, and emails run over two to four weeks when a bigger recovery effort makes sense.
Pros
- Fully managed service: you buy campaigns that are run for you, with one clear goal per campaign
- Strict list discipline protects against TCPA risk before any money is spent
- Rate locked for the campaign; the full price is known before approving launch
- Dispositioned outcome reports mean staff only work re-engaged patients
- Commits to reporting real outcomes with no invented metrics, logos, or testimonials
Cons
- Requires you to provide your own contact list for review
- Not a self-serve software platform; campaigns are run by the provider's team
- Launch timing depends on list review and your approval cycles
- Clients are responsible for obtaining appropriate legal guidance before launch
Best for: Telehealth and telemedicine providers, including multi-location clinics, that want a fully managed, compliance-forward reactivation calling program run against their permissioned patient or subscriber lists, without hiring call center staff or managing software.
#2 Rapid Phone Center — Contact for pricing (a free quote is offered on their website).
Rapid Phone Center provides outsourced telehealth BPO services, including patient communication and revenue recovery support for telehealth, telemedicine, and virtual healthcare companies. According to their website, the company supports clearly defined non-clinical workflows while licensed healthcare professionals remain responsible for medical care and clinical decisions, which is an important structural distinction for telehealth operators. Their telehealth revenue recovery service is designed to re-engage high-intent prospects who abandon intake, enrollment, or checkout, combining conversational outreach, SMS, live-agent escalation, and dedicated phone closing where appropriate. They also publish guidance on telehealth failed payment recovery, describing a workflow where billing platform flags trigger same-day outreach by SMS and email, followed by a call from an agent who verifies identity through approved steps and guides the patient to update payment through a secure portal. Medical or medication questions are routed to the client's licensed providers. Retention and cancellation support, appointment assistance, lead qualification, and omnichannel service across phone, email, live chat, and SMS round out the offering. The company reports complimentary onboarding, up to one week of free training, a discounted first month, and a dedicated supervisor and QA specialist at no extra cost, with clients interviewing and choosing their own agents.
Pros
- Telehealth-specific focus with clear non-clinical scope boundaries
- Same-day outreach on failed payments addresses involuntary churn quickly
- Complimentary onboarding and free training week
- Omnichannel coverage beyond phone calls
Cons
- Pricing is not published, so budgeting requires a quote call
- Human-agent model means staffing costs rather than per-minute AI calling rates
- Win-back focus in their published material centers on 30-90 day lapses rather than longer dormant lists
Best for: Telehealth brands that want human-agent recovery of abandoned intakes, failed payments, and recently lapsed patients, with clinical questions kept firmly with their own licensed providers.
#3 MarketStar — Contact for pricing.
MarketStar offers customer win-back and reactivation services as part of its outsourced customer success portfolio. According to their website, the approach starts with segmentation: lapsed customers are categorized by value, reasons for leaving, and potential for reactivation, using feedback, product usage patterns, and competitive factors to uncover why each group went quiet. From there, the company builds tailored reactivation campaigns that address the identified reasons for departure, highlighting new offerings, improvements, or incentives, and communicates across multiple channels including email, direct mail, phone calls, and social media. Customized reactivation offers are crafted at both the segment and individual level, and the company emphasizes communicating the value added since the customer's last interaction. Once customers express interest, proactive re-engagement and ongoing relationship management help them transition back into the active base. Real-time monitoring tracks reactivation rates, customer feedback, and revenue impact, with ROI analysis used to adjust future campaigns. MarketStar also runs scenario-specific initiatives covering subscription renewals, dormant account engagement, service upgrade promotions, seasonal and event-based campaigns, and post-resolution reconnection after service issues. For telehealth companies with a sizable subscriber base and a desire for a strategic, analysis-driven win-back program rather than a pure calling campaign, this is a reasonable fit.
Pros
- Deep analysis of why customers lapsed before outreach begins
- Genuinely multichannel, including direct mail and social
- Ongoing relationship management after reactivation, not just a one-off call
- ROI analysis tied to revenue impact
Cons
- Pricing is not published
- Broader customer-success focus rather than telehealth-specific calling expertise
- Phone calling is one channel among several, not the campaign centerpiece
- Enterprise-oriented engagements may be heavier than smaller telehealth teams need
Best for: Telehealth and subscription healthcare brands that want a strategic, analytics-driven win-back program with multichannel outreach and ongoing relationship management.
Win-back calling is one of the highest-leverage moves a telehealth company can make in 2026, because the patients you need are already in your database and already know your brand. The right provider depends on your situation. If you want a managed, compliance-first calling program with transparent per-minute pricing and dispositioned outcome reports, My AI Call Center is our Editor's Choice, and the first campaign review is free. If your biggest leak is abandoned intakes and failed payments, Rapid Phone Center's human-agent recovery model is worth a quote. If you want a strategic, multichannel win-back program with deeper analysis, MarketStar fits. Whichever you choose, start with your list: confirm consent records, segment by dormancy, and define one clear goal per campaign before anything launches. Ready to find out what your dormant list can produce? Plan your campaign with My AI Call Center, where calling starts at 9¢ per connected minute and the full price is known before you approve launch.
Frequently asked questions
How long after a patient lapses should we run win-back calls?
Most providers segment by dormancy window. My AI Call Center's Win-Back & Reactivation Calling campaigns typically target contacts dormant for 12 to 24 months, while Rapid Phone Center's published win-back material focuses on patients who paused or cancelled in the last 30 to 90 days. Both approaches can work; the key is matching the message to how long the patient has been gone and confirming the consent record supports the outreach.
Are AI-powered reactivation calls compliant for healthcare outreach?
They can be, with the right handling. Under the TCPA, AI-generated voices are treated as artificial voices, which generally requires prior express consent before calling. My AI Call Center treats this as a core feature: AI disclosure appears on every call, recipients can ask if the call is AI-assisted, request a human, or opt out, and state-specific quiet hours and day restrictions are honored. The company also notes that campaign requirements vary by location, industry, and consent status, and that clients should obtain appropriate legal guidance before launch.
What does win-back calling cost compared to acquiring new patients?
Reactivating a former patient is widely considered far cheaper than acquiring a new one, since there is no acquisition spend and the relationship already exists. My AI Call Center prices calling starting at 9¢ per connected minute, tiered by volume, with a one-time setup and flat monthly management fee quoted before launch. Rapid Phone Center and MarketStar do not publish pricing, so you would need a quote. For budgeting purposes, note that most managed providers charge some combination of per-minute or per-agent costs plus setup and management fees.
What kind of list do I need before launching a reactivation campaign?
You need your own patient or subscriber list with phone numbers and, ideally, consent records. My AI Call Center reviews list source and consent records before any campaign launches, and bought lists without clear permission records are flagged and, in most cases, declined. The company states plainly if a list will not support the campaign, before you spend anything. Duplicate removal and do-not-call filtering should happen before the first dial.
Can these providers handle clinical questions during reactivation calls?
No, and they shouldn't. Rapid Phone Center is explicit that its agents provide non-clinical support only and that medical or medication questions are routed to the client's licensed providers. My AI Call Center runs structured campaigns with approved scripts and escalation paths that you approve before launch, so anything clinical routes back to your team. Any vendor claiming to give medical advice on a win-back call is a red flag.
What outcomes should we track from a reactivation campaign?
Ask for a named outcome report with disposition codes such as confirmed, qualified, renewed, opted out, and no answer, plus per-call notes and routed follow-up requests. My AI Call Center delivers this on every campaign, along with completion/coverage reports and opt-out and DNC logs. Useful business metrics on your side include reactivated patient count, booked appointments that were actually kept, and recovered revenue per campaign.
Do we need to hire call center staff to run these campaigns?
Not with a managed service. My AI Call Center and Rapid Phone Center both run the outreach for you; you approve the script, escalation path, and calling windows, and outcomes route back into the CRM and scheduling tools you already use. With My AI Call Center there are no per-seat charges and no platform bill. With Rapid Phone Center, you interview and choose your agents, and a dedicated supervisor and QA specialist are included at no extra cost.