Health Plans

Comprehensive Call Center Solutions for Physician Practices

Telephone Nurse Triage

CONNECTING MEMBERS TO SELF-CARE INFORMATION, SUPPORT AND APPROPRIATE IN-NETWORK CARE

A nurse advice line is the first point of access to help health plan members find the most appropriate in-network care or get the information and support that they need for self- care. AccessNurse provides a warm, welcoming point of access for health plan members. Our Nurse Advice Line features for Health Plan members include:

  • 24/7 Nurse Advice Line for symptom assessment or health information
  • Health information written at low literacy levels – emailed to members
  • Members are referred to the most appropriate level of in-network care
  • Provide street-by-street directions to in-network providers
  • 63% of callers who would have gone to the ED are referred to a lower level of care
  • Identify and enroll members into plan-specific DM programs
  • Meaningful reports on member health provide actionable data and demonstrate ROI
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Answering Services

AccessNurse offers our Health Plan clients a premier physician and practice answering service, providing seamless, 24/7 access for clinical and non-clinical calls.

FEATURES OF OUR ANSWERING SERVICES INCLUDE:

  • 24/7/365 availability
  • 24/7/365 RN supervision
  • Trained and tested by RN Director of Education
  • Must be deemed competent on our customer service program, TeamCare and OB/GYN care program, TeamOB
  • Clinical QI program oversight with monthly scorecards
  • Emergency backup for unscheduled closures
  • High volume overflow
  • Translation services
  • Service branded to your practice
  • Customized scripting
  • Customized directives and protocols
  • Error-free paging system
  • EMR interface, if requested
  • Electronic messaging
  • All calls recorded
  • Robust reporting
  • URAC Accreditation

Virtual Front Desk

AccessNurse’s virtual front desk service is easy to implement and cost-effective for practices challenged with staff limitations and increased workloads. Our virtual medical receptionist operates as the practice’s first point of contact, handling all the tasks typical of an in-house receptionist, including:

  • Incoming calls & messages
  • Paging and transfers
  • Scheduling and confirming appointments
  • Verifying medical insurance
  • Prescription refills
  • Lab results
  • Patient referrals

Our world-class technology allows this service to integrate seamlessly with the practice, meaning calls are made and received from local numbers and patients are connected to the virtual front desk immediately, receiving the same level of care as they would at that practice location.

From 'Expert Hire' to 'Client Advisor'

From the largest healthcare systems to the smallest practices, we understand the unique needs for medical call center services at all levels.

In this rapidly changing market, we know that the two most important investments we can make to accomplish our mission are to:

  • Recruit and train exceptional call center staff
  • Utilize the state-of-the-art technology needed to gather, communicate and track relevant critical caller data in support of your goals

As we enter a new era of healthcare reform, it is vital to partner with a call center who offers a results-based program that actively supports your long- and short-term goals.

AccessNurse is the cost-effective leader in:

  • Reducing inappropriate or unnecessary utilization of healthcare resources
  • Exceptional quality
  • Increasing patient satisfaction
  • Promoting patient access & acquisition
  • Creating comprehensive medical call center solutions

Our goal is to create long-term, value based partnerships with each of our clients. As a true partner, we share ideas and information based on your organization’s needs and wants, utilize Clients for Life, Studer Group and Press Ganey to identify and provide solutions. The payoff? We evolve from being simply the ‘expert hire’ to becoming an invaluable client advisor.

TESTIMONIALS

“After partnering with AccessNurse, we noticed how much the nurse documentation improved. We’ve also noticed how professional AccessNurse's Patient Care Coordinators are when working with our patients.”

RN Manager

Privia Health

“I can rest easy at night knowing that the AccessNurse is taking great care of my patients. I have used telephone triage services since 1997, and AccessNurse is the best I have ever used.”

Pediatrician

Texas-Based Children's Practice

"Utilizing AccessNurse to cover our daytime overflow volume has been a game changer for our staff and patients. The staff are much happier being able to focus on direct patient care, and the patients really appreciate getting their undivided attention. It's a win-win for all of us."

Clinic Manager

Midwest Family Care Clinic

The Startling Impact of Appropriate Utilization

Emergency Medicine Departments can be one of the most expensive venues for the provision of care and must come up with immediate solutions to the dilemma of unnecessary visits.

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