Inbound · Medical answering
Patient calls answered under a signed BAA, urgent ones routed inside five minutes
Intake, appointment reminders and after-hours triage routing for practices and clinics. Every agent on the account works under your business associate agreement, sees only the fields their task needs and hands anything clinical to your on-call clinician inside five minutes. Nothing is diagnosed on our floor; it is routed.
2–5%
Healthy call abandonment rate for a practice line; above 8% signals understaffing
Brightmetrics, Balto, ICMI, 2025–26
What is in place before a patient call is answered
Six controls, agreed with your practice manager and your privacy officer before go-live. Each one is written down and can be audited.
HIPAA-trained agents, urgent calls escalated inside 5 minutes
01
Business associate agreement
Signed before any patient data is exchanged. Yours, or ours for your counsel to review. It names the agents, the systems and the data involved.
02
Minimum necessary
Agents see the scheduling and intake fields their task needs, not the chart. Access is scoped in your practice management system and every access is logged.
03
Triage routing
Your protocol for what counts as urgent, and who is on call for each hour with a fallback for each name. Urgent symptoms reach that clinician inside five minutes.
04
Systems
Bookings, reminders and messages written into your practice management system during the call, not re-keyed from a transcript.
05
Training
Annual HIPAA training for every agent on the account, plus your own protocols, completed before they take a patient call.
06
Recording and retention
Calls recorded with the disclosure your counsel approves, access logged, and retention set to your policy rather than ours.
How it runs, from first call to full volume
The same four weeks as every team we stand up. You hear live, scored calls in week four.
Step 1. Protocol review
Week 1
Your practice manager and privacy officer walk us through intake, scheduling and what counts as urgent. We agree the fields, the on-call list and the BAA.
Step 2. BAA, access and training
Weeks 2–3
BAA signed. Scoped access to your practice management system approved. Agents complete HIPAA training and your protocols. A long BAA review on your side adds about a week here.
Step 3. Pilot with live QA
Week 4
A small team answers live. Every call is scored on accuracy of intake and correct triage routing, and every escalation is reviewed the same day.
Step 4. Full cover and reporting
Week 5 onward
The roster scales to your call curve, after-hours included. Weekly report on answer speed, escalations and bookings, and a monthly review your privacy officer can join.
What you receive
Calls answered in under 20 seconds, 24/7, by agents trained on HIPAA and your protocols
Urgent symptoms routed to your on-call clinician inside five minutes, with the escalation logged
Appointments, reminders and intake written into your practice management system
Minimum-necessary access: agents see the fields their task needs and nothing else
Weekly report: answer speed, escalations by type, bookings and reminders completed
A signed BAA, access logs and call recordings available to your privacy officer
Asked about medical answering
The questions this service raises on the first call.
Do you sign a business associate agreement?
Yes, before any patient data is exchanged. We can sign yours or provide ours for your counsel to review. Nothing goes live until it is signed, and the agreement names the agents, the systems and the data involved.
What do agents see in our system?
Only the fields the task needs: the scheduling and contact fields for a booking, the intake fields for a new patient. Access is scoped inside your practice management system rather than by policy alone, and every access is logged.
Can agents give medical advice?
No. Agents work to your triage protocol: they identify what counts as urgent under it and route the call to your on-call clinician inside five minutes. Anything clinical is a handover, not a conversation.
How do after-hours emergencies reach the on-call clinician?
By warm transfer where the clinician answers, and by phone and SMS to the on-call list for that hour where they do not, with a fallback for each name. Each escalation is logged with the time it took to reach someone, and every one is reviewed the same day.
Why dedicated seats only?
Because a shared pool is trained on many clients' intents and a BAA names specific people. Agents on a medical account are named in the agreement, trained on your protocols and work only your line, so the access and the accountability stay traceable.
Usually run alongside
Live answering
A named team answering as your company, on your script.
Appointment setting
We book qualified meetings straight into your reps' calendars.
Callbacks
Missed calls, abandoned carts and stale form fills, worked the same day.
Chat support
Live chat on your site and in-app, inside your existing helpdesk.
Get a quote for medical answering.
Medical answering is already ticked. Add anything else you want on the same floor, tell us roughly how many enquiries a month, and within one working day you have a staffing plan and the security brief.