Every patient call answered, every follow-up actually made
Inbound calls, texts and portal messages answered and routed. Outbound recalls, confirmations, referral follow-ups and balance reminders made on schedule. All under your scripts.
The calls that fall through
Patient communication fails in two directions. Inbound, the phone rings while staff are with patients, callers hang up after a long hold, and voicemails are returned the next afternoon. Outbound, the calls everyone agrees should happen (recalls, referral follow-ups, confirmation calls, form reminders) keep getting pushed to tomorrow.
Both cost you. A new patient who can't get through books with the practice down the street. A patient overdue for follow-up stays overdue.
What we do
Inbound
- Live call answering during agreed hours, using your greeting and scripts.
- Scheduling and rescheduling directly in your system.
- Message triage. Texts, voicemails and portal messages sorted, answered or routed to the right person.
- Administrative questions. Hours, directions, forms, records requests, billing basics and portal help.
- Prescription refill requests taken and routed to your clinical team, never decided by us.
Outbound
- Appointment confirmations and day-before reminders.
- Recall campaigns for patients due for annual visits, screenings or follow-ups.
- Referral follow-up with patients and referring offices until the visit is booked.
- Missing information calls for insurance, forms and authorizations before a visit.
- Balance reminders with a payment link from your own payment system.
- Post-visit check-ins for administrative next steps and satisfaction.
How it works
Call review
We look at call volume by hour, common reasons for calls and your current follow-up lists.
BAA and access
Signed BAA, then named accounts in your phone, messaging and scheduling systems.
Scripts and protocols
Greetings, call flows, outbound scripts and an escalation protocol, approved by you.
Live operation
We answer and make calls during agreed hours and log every contact.
Monthly review
Volume, reasons for calls, outcomes, recall progress and patterns to fix.
What you get
Answered calls instead of voicemail during covered hours.
Follow-ups that actually happen, with lists worked to completion.
Every contact documented in the patient record or your messaging tool.
A monthly report showing why patients call, which questions repeat and what could be automated.
Fewer repeat calls, because common questions get fixed upstream on your website or in reminders.
Scripts we write with you
Good calls come from good scripts. Before we answer a single call, we write and agree on:
- Greeting and identity checks in your practice's voice.
- Call flows for the ten most common reasons patients call your office.
- Outbound scripts for recalls, confirmations, referral follow-up and balance reminders.
- Voicemail templates that disclose only what your privacy policy allows.
- Escalation rules for clinical questions, complaints and urgent situations.
Scripts are living documents. Each monthly report suggests updates based on the questions patients actually ask.
Compliance built in
Every call is handled under a signed BAA and HIPAA safeguards. Representatives verify identity before discussing protected information, leave voicemails that disclose only what your policy allows, and follow your consent and opt-out records for texts and calls in line with FCC rules under the Telephone Consumer Protection Act. Clinical decisions always stay with your clinicians.
Who it's for
- Practices where callers wait on hold or reach voicemail during busy hours
- Practices with recall and referral lists that never get worked
- Groups consolidating several office phone lines into one team
- Practices that want lunch-hour, early-morning or evening coverage
Systems we work in
We work with your existing phone system, patient messaging and scheduling tools, including EHR-based messaging and platforms like GoHighLevel for automated texts.
Pricing
We quote based on call and message volume, outbound lists, coverage hours and the tasks you hand off. You get a written quote before anything starts.
Inbound & outbound communication questions
Straight answers. If yours isn't here, email hello@claimcoders.com.
What is the difference between inbound and outbound patient communication?
Inbound means patients reach you: calls, texts, voicemails and portal messages that need an answer or routing. Outbound means your practice reaches patients: appointment confirmations, recalls, referral follow-ups, form reminders and balance reminders.
Is this an answering service?
It's more than message-taking. We work in your scheduling and messaging systems, so we can book, reschedule, answer administrative questions and document the call, not just pass along a note.
Do you follow rules for texting and calling patients?
Yes. Outbound texts and calls follow your consent records and opt-out lists. We work with you so automated messaging respects the Telephone Consumer Protection Act and patient preferences.
Do you collect payments on calls?
We can remind patients of balances and take payments through your own payment system if your workflow allows. We are not a collection agency and do not send accounts to collections.
How are urgent calls handled?
With a written escalation protocol approved by your clinicians. Anyone describing an emergency is told to call 911, and urgent clinical questions are routed to your on-call or nurse line immediately.
Stop losing patients to hold music.
Tell us your call volume, phone system and the follow-ups that never get made. We reply within one business day.