National Recalls
Where The Patient Experience Takes Center Stage
National Recalls is a comprehensive solution for all things Patient Care. Our HIPAA certified, live representatives are trained and ready to answer your inbound calls, schedule appointments, place follow up calls, and seamlessly become an extension of your practice—all with unmatched customer service.
Live Incoming Phone Call Relief
- Forward all your inbound call to us during normal business hours or 24/7.
- We can answer just rollover calls - it rings to your office first if it goes unanswered the call rolls over to us.
- On Demand & Flexible Schedules
- We can schedule, reschedule, cancel patient appointments directly in your system.
- Input new patients into your system and collect all necessary demographic information.
- Fire off new patient or scheduling forms via email or text.
- Take payments, answer patient questions, and more.
- English and Spanish Speaking Agents
How We Work
HIPAA Certified & Quality Control
All of our patient care coordinators are HIPAA certified and undergo rigorous training in phone etiquette and medical terminology. National Recalls is proud to be HIPAA compliant through hard work and investment in research, company policy, and infrastructure.
We have entire quality control department dedicated to making sure our patient care coordinators are providing the best service possible to you and your patients.
Detailed On-Boarding & Support
Before we start services we have a virtual onboarding call with your team to learn all the nuances about your office such as call handling procedures, scheduling guidelines, scripts & more.
Our dedicated patient care coordinators work as a seamless extension of your practice – patients won’t even realize they are speaking with a remote receptionist.
Doctor’s schedule changes? Offering new services or promotions? Our dedicated management team is here for you 24/7 to assist you in anyway possible.
Securely Access Your Practice Management System
While we are on the phone with your patients, we are able to:
- Schedule Patients Directly in Your System
- Document the Outcome of All Calls
- Update Patient’s Insurance & Demographic Information
- Input New Patients Directly in Your EMR
- Email or Text New Patients Forms, Portal Instructions or Confirmations
- Pull Recall & Scheduling Reports
- Create Tasks for Staff Members
Process Payments - And MORE!
Accurate Reporting
Every call, inbound or outbound, is documented in our secure portal with a time and date stamp and the outcome of the call.
We automatically send you incoming call logs hourly and you have access to outbound and inbound call reports 24/7. In additional to hourly reports our patient care coordinators have the ability to transfer calls back to your office via warm or cold transfer and send messages to you in real time.
Month to Month Contracts
To get started we’ll send you our month to month contract and Business Association Agreement for HIPAA purposes. Absolutely no hidden fees.
Choose the services you need and pay for nothing else.
LIVE Patient Care Services
The Best in the Business
We’ve been around for over 14 years. Our quality is over the top, second to none.
Curious about how we sound? Click play and hear how Summer sounds! She one of our many talented patient care coordinators.
Contact US
Frequently Asked Questions
DO YOU KNOW HOW TO USE OUR SYSTEM/EMR?
Since National Recalls has been in business for over 14 years, we have worked with several different systems. Most likely we have experience using your system. However, during the onboarding call, we’ll access your system to ensure we have a clear understanding of all your system’s nuances.
We have experience scheduling appointments for specialty practices with multiple doctors and multiple locations, and we have seen everything under the sun in regards to practice management systems and scheduling.
HOW DO YOU ACCESS MY SYSTEM?
If you use web or cloud practice management software, we would request a login and password. If you do not, National Recalls securely accesses your practice management software through a designated computer in your office using remote access. We can walk you through this simple set-up or work with your IT department. This allows us to schedule patients and work within your system as if we were right there in the office next to you. Everything done within your computer system is accompanied by a time, date and the initials “NR” (for National Recalls) so you can see what we’ve done: you can even watch us on your computer while we work!
WILL MY PATIENTS BE GREETED BY A VOICEBOT OR AN AUTOMATED ANSWERING MACHINE?
National Recalls provides live HIPAA Certified Patient Care Coordinators. We strive to answer all incoming calls, however, we are not an “everybody grab everything” call center. Based on call volume we train and assign a certain number of patient care coordinators to answer your incoming calls. We like to keep the same patient care coordinators assigned to your account, that way they get to know the ins and outs of your office, scheduling procedures, scripts, etc.
We strive to keep our capture rates at 90% or above, however, if the patient care coordinator misses a call it goes to a custom voicemail for each location. When the agent is off the phone they will listen to the voicemail and call the patient back.
We can also offer call queue options – if the agent is not able to answer a call the patient can be put on hold for specific amount of time while the agent wraps up their existing call.
ARE YOU FULLY HIPAA-COMPLIANT? HOW ARE YOU SAFEGUARDING MY PATIENTS' PERSONAL HEALTH INFORMATION?
Absolutely, National Recalls abides by all Federal and State laws and is one of the few providers with representatives that are fully HIPAA certified and use only the most secure tools to access our partners’ database. We have an IT team to ensure all of our processes and systems are encrypted, secure and HIPAA compliant.
