Home Health Answering Service

Our telephone answering services help at-home healthcare companies deliver professional customer service 24 hours a day.

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Learn more about our answering services for home health companies:

24/7 Call Center Services for Home Health Agencies

Medical virtual receptionist

Home health agencies are busy, 24/7 enterprises responsible for tending to the healthcare needs of patients from the comfort of their home. Professionalism, compassion, and communication are paramount.

As a live answering service serving the needs of home healthcare agencies nationwide, CMS specializes in delivering call center solutions that help agencies maintain constant availability. Our call center agents field calls around the clock and coordinate communication between caregivers, schedulers, medical professionals, patients, and family members.

Our home healthcare answering service is staffed by highly trained call center agents who are experienced at handling the wide array of calls that you receive. Whether it’s an after hours staffing emergency, daytime overflow call, facility admission, lab results, or a routine office message — we can tailor our response and scripting to the exact situation and ensure all necessary information is collected.

Working with hundreds of home healthcare professionals nationwide, CMS has over 40 years experience providing medical answering services. Our services are designed to meet your needs and are customized for home health agencies of all shapes and sizes.

Custom Answering Services for Home Health Companies

We deliver more than your typical medical answering service by combining top tier customer service with leading technology personalized to the needs of your organization.

Frequently Asked Questions

Our home health answering services are priced based on usage. That means you only pay for the time you need, nothing more. Whether you’re a small office receiving a few phone calls per month or a multi-location agency fielding thousands of phone calls across hundreds of patients and caregivers, our pricing is flexible to meet your needs. To learn more and see our base pricing plans, click here.

Yes. All of our home healthcare answering services are 100% HIPAA compliant. We take privacy and security seriously.

We are prepared to field every call that your home health agency receives, day or night, routine or urgent. Some of the common call types we field include:

  • Calls from Doctor or Doctor’s office
  • Employee – Office Message
  • Employee – Out Sick/Late
  • Employee – Urgent Question
  • Facility Admission
  • Facility Discharge
  • Lab Results – Critical
  • Lab Results – All
  • Patient Expired
  • Referral – Facility
  • Referral – Family member
  • Routine Office Message
  • Supplies – Meds – ETC
  • Medical Devices – O2 – IV – Pumps – ETC
  • Urgent Patient Calls
  • Visit – Cancel/Reschedule – Same Day
  • Visit – Cancel/Reschedule – Next Day
  • Visit – Patient Not At Home
  • Visit – Provider No Show
  • Visit – Time/Question – Same Day
  • Visit – Time/Question – Next Day
  • And more! Each type of call you receive can be accounted for in advance so that our agents are equipped with the information and protocols they need to handle every call successfully.

We utilize an on-call scheduling system that enables you to manage your on-call schedule. That way, it’s always up to date and integrated with our call center. We follow the instructions that each on-call contact has on file. We can reach practitioners via secure text message, page, phone call — whichever contact method works best for them. We can also follow detailed escalation procedures to ensure we reach someone in the event our primary on-call or primary contact method was not successful. In short, we always have what we need to reach the right on-call staff member and do so quickly to ensure your patients, staff, and other callers hear back quickly.

Yes! This is the most common way that home healthcare agencies use to send their calls to us. This is accomplished using call forwarding features from your phone company. 

Yes. We have two call center facilities in the United States, one in Columbus, Ohio and a second facility in Las Vegas, Nevada. All of our calls are handled in the USA.

Customer Service Solutions for Home Health Providers

Our years of experience working with home health care and hospice practices back up each of the services we offer:

Provider On-Call Scheduling: Our web-based, on-call scheduling system ensures uninterrupted on-call coverage for your patients by your nursing staff. This fully customizable system allows real-time updates and changes by you to ensure that we always reach the correct staff member. This efficient system reduces managerial time, over staffing and frustration while keeping the connection between your nursing staff and patients seamless and professional.

Home Health Care Appointment Scheduling and Reminders: A good scheduling and reminder system ensures that your professionals are where they need to be and that patients are ready and available, saving you valuable time and expense. Whether you prefer a fully automated system or a personal touch, CMS will design a system that is right for you and your patients.

After-Hours Answering Service and Emergency Call Dispatching: CMS ensures that your agency is available to patients 24 hours a day, 365 days a year. Our professionals are sensitive to the needs of patients and their families and respond with the utmost patience, respect and attention to protocols designed by you.

The customized CMS hospice emergency answering call plan includes details such as:

  • How to gather the types of information that will best inform medical decisions
  • When and how to direct next steps for the caller
  • When to dispatch a member of your nursing staff
  • Decision trees to cover any contingency

The CMS Difference

When your patients reach the fully HIPAA-compliant CMS center with a home health  call, they talk to a native English-speaking, caring, compassionate and well-trained professional whose training reflects the type of patient customer service that matters most to you.

Testimonials

Hear what our customers have to say about our telephone answering services and home health call center solutions.

We’ve been a customer since 2012. They do a great job of answering our phones after hours & scheduling appointments. We’ve tried many other answering services in our 17 years of business but they are by far the best.

Penny Luker