CareXM operates non-clinical answering centers at our headquarters in Lehi, Utah as well as in Johnson City, Tennessee and Wise, Virginia, along with additional operators and clinical triage nurses working from home. These three interconnected centers, along with our remote workforce, provide deep redundancy that ensures quality backup telecommunications solutions for doctors and providers across the country—even during disasters and other unplanned events.
How big is your call center?
With our three call centers and work-from-home operators, CareXM generally has 200+ non-clinical operators and licensed triage nurses answering the phones at all times, meaning that we will be able to answer your calls promptly and professionally. All of our operators are well-trained to use our system to guide them through your protocols and patient instructions to make sure calls are answered and escalated properly. You can rest assured knowing your patient needs are addressed quickly and without slipping through the cracks.
Can you answer our calls during the day as well as after-hours?
Absolutely. Whether it’s during your lunch hour, for overflow calls, during a meeting, or all day long, CareXM’s non-clinical operators and triage nurses are available to help anytime you’re short-handed. Just like with our after-hours answering service and after-hours nurse triage service, our care team will make sure your patients’ calls are answered and escalated according to your protocols and instructions.
Can you set appointments if we want?
Yes, CareXM can set appointments for you right in your own EMR system. During your initial setup, our technology team can create an interface with your EMR system so that we can schedule the appointments in your system in the exact same format that you are used to. Your appointments will just be set— you won’t even know that it is actually our operators scheduling the appointments.
Does CareXM pick up on the first ring?
With over 200 operators available, your call will be answered on the first ring the majority of the time. Occasionally, call volume can spike, and operators will not be able to answer every call on the first ring. However, our robust call monitoring allows us to see exactly what type of call is coming in and for how long the call has been holding. Whenever a call reaches a certain number of rings, our operators are alerted to calls that need to be answered immediately.
Are CareXM’s operators bilingual?
CareXM has several English-Spanish bilingual operators and a limited number of bilingual triage nurses who are dedicated to answering calls that come in on our Spanish lines first. Spanish speaking patients simply indicate their language preference at the beginning of the call using the phone menu.
How long does it take to set up?
Once we have received the signed contract, completed setup information and payment authorizations, it will typically take up to 10 days for non-clinical services and up to 30 days for appointment setting. Clinical triage service setup times can vary depending on your clinical protocols. Upon setup you will go “live” and we will begin to handle your medical communications management for you.
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