Medical Phone Support

Calls are not classified based on interpretation in the moment.

Urgency is determined in advance, using the criteria you established as part of your call handling instructions.

Each call type follows a structured path. If a call meets your criteria for escalation, it is handled as urgent and routed according to your instructions. If it does not, it is handled as routine.

Yes. Call handling follows your instructions exactly.

You determine how each type of call is handled, what information is collected, and how calls are routed or escalated. This includes routine calls, urgent situations, and after-hours or on-call scenarios.

There are many ways to structure call handling, and your setup can be tailored to reflect exactly how your practice operates. Once your instructions are in place, they are followed consistently on every call.

Operators apply your instructions exactly as written, ensuring calls are handled consistently and without variation.

Information is collected using structured message scripts, designed to capture exactly what your practice needs.

You define what information is required for each type of call, and operators follow those scripts to ensure details are collected accurately and consistently.

Different call types follow different structured formats, depending on the situation. 

This may include:

• Patient messages — including name, date of birth, phone number, and reason for the call
• Pharmacy and prescription requests — including drug name, pharmacy details, and callback information
• Appointment requests or cancellations — including patient details, scheduling information, and follow-up preferences
• Hospital, laboratory, or specialty calls — including facility details, patient identification, and clinical context

If information is missing or unclear, the call is guided to obtain the necessary details before it is processed.

Every message is documented in a clear, consistent format, ensuring the right information is captured and delivered without confusion.

Messages are delivered based on your dispatch instructions.

You determine how messages are sent, who receives them, and when they are delivered, based on the type of call and your workflow.

Dispatch methods may include:

• Direct contact — calling your backline or contacting the on-call provider
• Digital delivery — email, secure messaging, or text message
• Paging — including alpha paging or pager-based systems
• Fax delivery — for documentation or structured communication
• Group dispatch — delivering messages to multiple contacts simultaneously when needed
• Daily message reports — sent as a compiled summary by fax or email

Delivery can also be time-based, meaning instructions may change depending on the time of day, after-hours coverage, or on-call schedules.

Urgent messages are delivered immediately, following your escalation and contact instructions. Routine messages can be delivered in real time or held and grouped, depending on your preferences.

Each message follows a delivery path, including escalation procedures if there is no response. If the initial contact attempt is unsuccessful, additional attempts are made based on your instructions, ensuring the message is received and acknowledged.

Yes. You decide when live answering is used and how automation is applied. 

Calls can be answered live at all times, only during specific hours, or only for certain types of calls. Other calls can be directed to voicemail, routed elsewhere, or handled through automated call flows, depending on your preferences.

Automation can be used before an operator is involved, allowing callers to hear custom instructions, prompts, or routing options. These can be fully customized and updated at any time.

Automation can also be used as part of the call handling process, including directing routine messages to voicemail, capturing information, or automatically dispatching messages based on your rules.

Call handling can be time-based, meaning your setup can change between office hours, after-hours, and on-call periods.

Each call follows a handling path, whether it involves automation, live answering, or a combination of both—ensuring it is handled according to your instructions without variation or interpretation.

After-hours and on-call coverage is managed based on your schedule and instructions.

You determine who is on call, when coverage begins and ends, and how calls are handled during those times. Call handling can change based on the time of day, allowing for different workflows during office hours, after-hours, and on-call periods.

On-call schedules can be updated in several ways:

• Portal access — update your schedule directly at any time
• Fax or email — send updates to Support for entry
• Phone — call in changes as needed

Any authorized account manager can make updates at any time, ensuring your schedule and instructions stay aligned with your current needs.

If anything changes—such as an unexpected office closure or any situation that deviates from your normal operations—you can notify us using any of these methods. Updates are applied promptly and accurately, ensuring your instructions remain current.

Calls are then handled according to your active on-call schedule, with messages routed and escalated to the appropriate contact based on your criteria.

Calls are guided to obtain the necessary information before they are processed.

Operators follow structured message scripts and ask the appropriate follow-up questions to ensure required details are collected accurately and completely.

If information is unclear, it is clarified during the call. If details are missing, the caller is guided to provide the information needed to properly document and route the message.

Messages are not finalized until they meet your information requirements, ensuring they can be reviewed and acted on without confusion.

If obtaining certain details is not possible, the message will include a clear notation explaining what information could not be provided and why, along with all available details that were collected.

For example, if a caller is requesting a prescription but does not have the pharmacy phone number available—such as when they are driving—they can be given the option to call back with the information, or the message can be sent as is with a note indicating that the patient will follow up, that the pharmacy on file should be used, or that they are out of town and using a different pharmacy.

The message is then handled according to your instructions, including any escalation criteria.

Yes. Your call handling instructions can be updated at any time.

You can make changes to how calls are handled, what information is collected, and how messages are routed or escalated—ensuring your setup continues to reflect how your practice operates.

Updates can be submitted through the portal, by fax or email to Support, or by calling in your changes.

Any authorized account manager can request updates, and may reach out in the way that is most convenient—whether by contacting their dedicated representative, calling our main business line, or even calling through their forwarded line.