Here at CareXM, we provide a valuable service. We help patients receive the care they need and we assist facilities in offering more efficient care. Because of the highly specialized nature of our work, we receive many questions about CareXM. Here we answer some of the most common. 

What Is Telephone Triage?

Triage is the process of organizing patients according to the severity of their need of care. Telephone triage is conducted over the telephone, assessing patients’ symptoms and prescribing a course of action—whether to address the issue at home or if a visit to a physician is required.  

Is Telephone Triage as Effective as In-Person Care?

Telephone triage has been statistically shown to provide the same or better care than in-person triage. It can reach a wider audience, and that audience continues to grow every year. If you have questions about CareXM’s suitability for your practice’s needs, consider consulting our reviews and speaking with a member of our team. 

Are Telephone Triage Nurses Real Nurses?

Questions about CareXM’s nurses can put your mind at ease. While we employ a combination of non-clinical operators and telephone triage nurses, all the nurses have the same training as in-person nurses. This includes a Bachelor’s of Science in Nursing or a two year Associate’s Degree in Nursing. All of our nurses are properly licensed and certified to provide accurate and thorough care for our patients. 

When Is CareXM’s Telephone Triage Available?

One of the best features of CareXM’s service is that our operators are available at all times and every day of the week. You will never receive a busy signal or an answering machine. While your medical staff need to take lunch breaks or attend meetings, our staff is constantly ready to take patients’ calls and escalate them according to protocol.

Where Are the CareXM Call Centers?

Our CareXM operators work in two different capacities. We have three call centers—located in Lehi, Utah (our headquarters); Johnson City, Tennessee; and Wise, Virginia. These answering centers are non-clinical. We also have non-clinical operators and clinical triage nurses that work from home. All of these resources combined create a necessary redundancy which guarantees quality backup telecommunications solutions for doctors and providers across the United States, even in the event of local crises. 

How Big Are the CareXM Call Centers?

One of the most commonly-asked questions about CareXM involves the number of employees on our staff. Including our operators working from home, CareXM generally has 200+ non-clinical operators and licensed triage nurses answering the phones at all times. Such a staff ensures that we can answer patient and provider calls quickly and effectively. No caller will slip through the cracks. 

Will CareXM Answer On the First Ring?

Questions about CareXM like this are very understandable. Patients naturally want to make sure they receive the care they are looking for when they call into triage call centers. At CareXM, we have more than 200 operators, nearly guaranteeing that your call will be answered on the first ring. 

There are times when the volume of callers may prevent operators from answering the phone on the first ring. In such an event, we have a robust call monitoring system that allows us to track the type of incoming call and how long the caller has been waiting. The system alerts our operators when the call reaches a certain number of rings, prompting them to answer immediately.

Will CareXM Set Appointments Automatically?

Scheduling questions about CareXM have a favorable answer. We can schedule appointments for you within your own EMR system. We will create an interface with your system during your initial setup so that all formatting fits with your preferences. The appointments will simply show up without you having to bother to set them up. 

How Long Does a Contract with CareXM Take to Set Up?

To set up services in connection with your practice, we first enter into a signed contract. Completing the setup information and authorizing payments takes approximately up to 30 days for appointment applications and up to 10 days for non-clinical services. This is subject to slight flexibility in the timeline depending on the clinical protocols of your facility.

Are the Operators at CareXM Bilingual?

When patients can speak their native language, they can more effectively communicate their symptoms. In order to best serve patients across the country, we employ several English-Spanish bilingual operators and bilingual triage nurses. These personnel prioritize calls that come through our Spanish lines first. Patients can access our Spanish lines by using the phone menu when calling into a CareXM center. If you have more questions about CareXM’s Spanish language capacities, speak to one of our representatives.