Our Patient Care Coordinators
Your patients deserve to speak to a medical receptionist who’s warm and reliable. Our coordinators mirror your office’s culture and work in your current systems just as if they were down the hall in the next office.
HIPAA Certified Professionally Trained In Phone Etiquette
At National Recalls you’ll have dedicated patient care coordinators. They will be the same people answering your calls every day – that way they get to know all of your scheduling rules, procedures, and scripts.
Training And Onboarding
We believe that training and onboarding are of the utmost importance, and what sets us up to have a successful partnership.
Unlike other companies, we invest time with you and/or your staff to learn your office’s processes and procedures so our coordinators can mirror your office’s culture.
Before we start services, we’ll have a virtual onboarding with you (or a member of your team) to learn the ins and outs of your office. We’ll go over how to schedule in your system, scheduling rules, call handling procedures, insurances accepted – everything down to what the front of each office looks like so that when we’re talking to your patients, it’s as if we’re in the office.
Quality Control
We have an entire department dedicated to quality control. Our team listens in on calls in real-time to ensure our patient care coordinators sound warm and professional when speaking to your callers, answer questions correctly, follow scheduling guidelines, and monitor the overall quality of the call.
Over $250M In total revenue generated for our customers!
Praise For Our Patient Care Coordinators From Patients
The Personal Touch
National Recalls sets itself apart by having a live representative contact your patients, bringing back the personal touch to help preserve your relationships. It has been shown that speaking to a live person at the other end of the phone creates a sense of caring that cannot be replicated through an automated service.
Personally reaching out to patients is a form of interactive care and will create greater loyalty to your practice. We offer that personal touch at a fraction of the cost it would take you to hire someone; by using us you needn’t worry about the overheads, time, and space required for a full-time employee.
Our promise is to take your practice to the next level of success. We can devote our full attention to the things that keep your office running smoothly without the stresses that employees bring. Give us a call to discuss your practice today!
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.
