Your ultimate guide to call forwarding

Getting started with WellReceived is simple, and we’re here to make sure your experience is smooth and fully customized.

When you sign up, you’ll receive your assigned forwarding number. This means you can start forwarding your calls to us right away. As soon as your account is active, a basic answering script is in place, allowing our medical receptionists to begin taking your calls. 

While immediate call forwarding is quick and simple to set up, we recommend that you complete your onboarding appointment to maximize the value of the service and personalize it to your practice’s needs. 

Why is the onboarding appointment important? 

The onboarding appointment ensures that your service is fully tailored to the needs of your practice. During this session, we will:

• Develop custom answering scripts that reflect your specific protocols and preferences
• Configure call flows to direct calls appropriately based on your practice’s structure
• Set up additional preferences and ensure full understanding of your unique patient needs
• Answer any questions you may have and review best practices

This personalized setup allows us to deliver the best experience for both you and your callers, ensuring every patient interaction reflects the high standard of care your practice provides.

When can I start forwarding calls?

To summarize, you have two options: 

• Option 1: Start forwarding calls immediately after signing up, using the default script assigned at account creation.
• Option 2: Complete your onboarding first, then begin forwarding calls with your fully customized setup.

How do I forward my calls to WellReceived? 

The standard method of call forwarding is dialing *72 followed by your WellReceived phone number/account number. Your phone provider may have their own preferred method, so it’s worth checking with them.

Here are some popular phone providers and their processes to set up call forwarding: 

• AT&T
• Verizon
• T Mobile 

If you’re forwarding a Google Voice number, then we will need to set up a bridge number on our end in order to forward calls appropriately. 

What are the types of call forwarding?

There are several types of call forwarding that fit different situations. You may want us to answer all your calls for a set time, after hours, or only on weekends, for example. Or you may only want us to answer calls when they’re missed by your in-house staff. 

We can answer calls with the name of your practice or the name of your provider, whichever you prefer. Here are the most common scenarios (depending on the options your phone provider offers):

• Standard call forwarding – You forward all calls to our virtual medical receptionists at all times.
• Busy call forwarding – This allows you to forward calls to our virtual receptionists when your staff is on another call.
• No-answer call forwarding – Calls are only forwarded to our team if your staff is unable to answer.
• Scheduled call forwarding – This allows you to forward calls based on a predetermined schedule.

How is HIPAA compliance maintained throughout the process?

Your calls are forwarded to virtual medical agents trained in HIPAA protocols. Your messages are encrypted, password-protected, and only accessed via a secure login.

Have any questions? Our Client Services team is happy to assist. Call us at 1-877-381-4105 or email care@wellreceived.com.