Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




Integrate Medical Answering Service with Telephone Triage for Successful Outcomes - MedConnectUSA - Blog

Integrate Medical Answering Service with Telephone Triage for Successful Outcomes

Most every healthcare provider struggles with how to effectively meet the needs of their patients outside of regular office hours. It's a difficult balance to maintain. Providers who make themselves too available risk burn out. Yet providers who aren't available at all, risk losing patients to other providers who are.

The ideal solution hinges on providing 24/7 communication options. You begin with a medical answering service to handle the regular afterhours inquiries of your patients. The answering service can address most caller needs by either responding to requests immediately or deferring them to when the office opens.

The second part of providing 24/7 communication support for your patients addresses urgent medical situations. In this case a telephone triage provider can function as an effective first responder, often supplying the patient with the care they seek and protecting you and your healthcare staff from afterhours interruptions.

Though it's tempting to seek both solutions from one provider, the smart move is to pick two specialists: one for medical answering service and a second one for telephone triage. Don't ask one provider to do both jobs. This seldom works.

Use a Medical Answering Service for Regular Calls

Start by hiring a medical answering service to handle your phone calls when your office is closed. They'll answer your phone, take messages, and handle appointment requests and changes.

In addition, a premier medical answering service can also follow your guidelines to identify calls that relate to urgent medical situations or potential emergencies. They then escalate the call and reach the on-call person or refer the patient to the appropriate after-hours care facility. But for these types of calls, there's also another option: telephone triage. 

Use a Telephone Triage Provider for Medical Issues

A telephone triage operation is essentially a call center staffed by nurses. They're trained in the art of helping people appropriately deal with their healthcare concerns. The one distinguishing characteristic for these nurses is that they provide care over the telephone and not in person.

To address this, these nurses receive advanced training in how to effectively interact with patients who they can't see or touch. This means their symptom-gathering process is (generally) limited to what they can hear: the words people say and the way they say them. These specialty nurses follow established medical triage protocols to provide callers with a recommended course of action. This could range from over-the-counter remedies to going to the emergency room, and everything in between. 

Integrate Medical Answering Service with Telephone Triage

To provide the best service to your patients outside of regular office hours, you need to offer both medical answering service and telephone triage. But how do you do this in a seamless way that keeps them from being confused or needing to call different numbers?

When set up correctly, your patients will call your office phone number regardless of what time or day it is. If your office is open, your staff will answer their call. If your office is closed, their call will forward to your medical answering service. Your medical answering service is your patient-facing service provider for after-hours communication. They will handle most of your calls, taking messages, setting appointments, and escalating urgent situations.

Your medical answering service maintains a staff of professional communicators with experience in the healthcare industry, but they don't have clinical training, so they can't provide medical recommendations. When a call comes in that requires healthcare expertise, your medical answering service can make a seamless handoff to your telephone triage provider. 

The Winning Solution

Your patients need not know that your medical answering service and telephone triage provider are separate operations, located in different facilities, perhaps even in different states.

What they know is that they called your office number and received the medical attention they needed, even though your office was closed. That's what counts.

Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority. 


Publish Date: March 23, 2018 5:00 AM

2020 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

View more from MedConnectUSA

Recent Blog Posts:
Now Is a Good Time for a Checkup—With Your Answering ServiceAugust 23, 2018 5:00 AM
What If You Forget to Forward Your Phone?August 16, 2018 5:00 AM
Discover How a Professional Medical Answering Service Deals with the Hold ProblemJuly 27, 2018 5:00 AM
Is Your Medical Answering Service an Asset or a Liability?July 20, 2018 5:00 AM
Discover Why an Award-Winning Medical Answering Service Is ImportantJuly 13, 2018 5:00 AM
Select a Medical Answering Service That’s Available When You Need ItJune 29, 2018 5:00 AM
Don’t Let Call Forwarding Be the Weak Link with Your Medical Answering ServiceJune 22, 2018 5:00 AM
Medical Answering Services Don’t Go on Vacation, So That You Can!June 15, 2018 5:00 AM
How Long Do Your Callers Really Wait on Hold?May 25, 2018 5:00 AM
Does Your Medical Answering Service Offer Award-Winning Service?May 11, 2018 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =