Every Patient Call Answered. Every Time.
TMS 24/7 bilingual healthcare call center ensures no appointment is missed, no urgent call goes unheard, and every patient interaction reflects the quality of care you provide.
How Many Patients Are You Losing to Voicemail?
Phone accessibility is the number-one driver of patient acquisition and retention — yet most practices are severely under-resourced.
Missed Calls = Lost Patients
Studies show 67% of patients who can't reach a practice by phone will switch providers. Every unanswered call is potential lifetime value walking out the door.
No After-Hours Coverage
Urgent patient calls after 5pm going to voicemail — creating anxiety for patients, liability exposure for providers, and morning call chaos for staff.
Language Barriers
Spanish-speaking patients receiving poor service because no bilingual staff are rostered, leading to miscommunication and disengagement.
Staff Call Overload
Front desk staff overwhelmed with inbound scheduling and follow-up calls — leaving little time for in-person patient experience.
What TMS Call Center Delivers for Your Organisation
A fully trained, protocol-compliant healthcare call center team — bilingual, HIPAA-certified, and available around the clock.
Appointment Scheduling & Rescheduling
Inbound and outbound scheduling for all appointment types, following your booking rules and provider preference profiles.
24/7 After-Hours Answering
Live agents — not voicemail — available evenings, weekends, and holidays following your after-hours triage protocols.
Bilingual English/Spanish Support
All agents fluent in English and Spanish. Language-matched routing available. Additional languages on request.
Nurse Triage Protocol Support
Calls triaged following your approved clinical protocols. Urgent concerns escalated to on-call providers per your defined workflows.
Outbound Patient Follow-Up
Post-visit follow-up calls, appointment reminders, chronic care check-ins, and recall campaigns managed end to end.
Call Analytics & Reporting
Daily call volume, answer rate, abandonment rate, hold time, and booking conversion reports delivered every morning.
Roles We Provide
Every role is pre-vetted, HIPAA-trained, and ready to integrate into your workflows within two weeks.
Discuss Your Staffing NeedsFrom Contract Signed to Fully Operational in 4 Steps
Protocol Review
We document your scheduling rules, triage protocols, emergency escalation paths, and brand voice guidelines.
Agent Training
Agents trained on your protocols, your EHR/scheduling system, HIPAA requirements, and patient communication standards.
Soft Launch
We begin with overflow and after-hours only, ramp to full coverage once quality benchmarks are confirmed.
Ongoing Optimisation
Weekly call QA reviews, monthly performance reports, and regular protocol updates as your workflows evolve.
Common Questions About Call Center Services
Yes. Our agents answer every call using your practice or health system name and follow a custom greeting script that you approve. Patients have no indication they're speaking with a third-party service unless you choose to disclose it.
All agents are trained in your specific after-hours triage protocol. For life-threatening situations, agents direct patients to 911 immediately. For urgent clinical concerns, we follow your provider on-call escalation path. For non-urgent after-hours needs, agents either schedule a next-day callback or a first-available appointment per your preference.
Our agents work directly in your scheduling system — Epic MyChart, athenahealth, Kareo, AdvancedMD, DrChrono, and most major PM platforms. We never require you to use a separate scheduling tool.
We record 100% of calls with patient-consented disclosure. A QA team reviews a random sample weekly, scoring against your custom rubric (accuracy, tone, protocol adherence, HIPAA compliance). Agents below threshold receive coaching, with performance tracked over rolling 30-day periods.
For call center services, our average go-live timeline is 10–14 business days from contract signing. This covers agent assignment, training, system access setup, protocol documentation, and a soft-launch testing period.
Ready to Transform Your Call Center Services?
Join 200+ healthcare organisations that have cut costs, reduced errors, and freed their clinical teams to focus on what matters most — patient care.