Maximize Your Practice Resources with an Answering Service

Increase office productivity, enhance patient relations and improve health outcomes with OSF OnCall.

As a physician, time is your most valuable commodity — and it’s always in short supply. The demands seem never-ending. When you’re in the office, it’s essential that your time is not wasted.

You rely on your staff for support, but the continuous stream of patient communication can be overwhelming. Their time is better spent addressing patient needs in the office than making callbacks or answering the same routine questions over and over.

Patients are at the center of it at all, but they often must wait for their concerns to be heard. That can be frustrating. In some cases, it can make a difference in the outcome — or their satisfaction with the service your practice provides.

Let OSF OnCall shoulder some of the burden and take the pressure off you and your team.

OSF OnCall offers innovative digital health solutions to help increase office productivity, enhance patient relations and improve health outcomes. Our Physician Office Answering Service handles phone calls in the evenings, overnight and on weekends, including holidays. We collaborate with your office to care for your patients more promptly. After-hours phone coverage means they always have options to connect — even when you’re not in the office.

How it works

Transitioning to an answering service is quick and easy. Patient calls are routed to OSF OnCall during the time period that is agreed upon. Our agents will make up to three attempts to reach the provider on call. The OSF OnCall team will communicate directly with the patient to determine the next appropriate step, and we’ll document the outcome of the call in Epic. (Documentation is accessible whether using Epic or a different system.)

We know each practice is unique, so this service is not one-size-fits-all. Call format and routing are customized to your office-specific protocols. When we speak to your patients, we’ll be guided by the direction you provide. By aligning to your established procedures, our team effectively becomes an extension of your office. The overall experience is seamless for the patient.

Boosting office productivity
By streamlining the call messaging process, the OSF OnCall Physician Office Answering Service frees your team to address the most pressing issues during office hours. Our round-the-clock service decreases their burden — saving time and minimizing wasted effort.

Your team will be able to focus more effectively on patient needs, and they’ll enjoy a better work/life balance. Our support means they can rest easy after hours, enjoying time with family and friends. By improving their quality of life at home, you’ll build greater satisfaction in the workplace.

Improving the patient experience
All of us have experienced the frustration of waiting on hold while trying to reach a business or service provider. Or missing the window of availability and having to wait until the next day to get in touch. Automated phone trees and their endless menus can test your patience even in the best of times. We can help alleviate those issues.

By partnering with OSF OnCall, your patients can speak to a live agent on demand. We’ll answer their questions and help determine the next step — keeping them connected to their care team at all times. Our friendly staff will ensure their concerns are heard, and urgent issues will be addressed more quickly.

The OSF OnCall Physician Office Answering Service has already proven its value. The results have shown an average 4.5 patient satisfaction rating on a 5-point scale, while call abandonment rates in our partner offices have declined by six percent. That adds up to a sizeable impact on your bottom line.

Pricing based on demand
We can help streamline the continuum of care for your patients without the expense of a dedicated internal resource. Our pricing model is based on monthly call volume, not a flat fee, so you only pay for what you need. You won’t be locked into a contract from which you may not earn the full benefit. We’ll help control costs while you manage your business — and scale growth based on patient demand.

A partner to guide you
With the OSF OnCall Physician Office Answering Service, your patients will always have options to connect with your team, even when you’re not available. You can rest easy knowing they are cared for around the clock — and you’ll get the best return on your biggest investment: your workforce.

Contact us today for more details. Give us a call or contact us online to speak with a representative who can answer your questions and help you leverage the benefits of digital health for your practice.