Hospice Answering Service

Your Questions Answered

• How reliable is your hospice answering service for handling patient and family calls?

  We know how important patient and family calls are, so we take pride in our reliable service. WellReceived is available 24/7/365 with every call answered by a trained medical receptionist. Our latest data shows that 90% of calls are answered in one ring. All accounts follow strict HIPPA compliance measures to protect sensitive patient data, and we follow your procedures for routing urgent or sensitive calls.

• Is your hospice answering service HIPAA-compliant?

  Yes. We have strict administrative, physical and technical safeguards in place to ensure Protected Health Information (PHI) remains secure during all patient communication. 

• Will families always speak to a real person?

  Every call is answered by a real person, regardless of whether the call comes in during the day or in the middle of the night. Human empathy and care is an important part of our service.

• Is WellReceived a nurse triage line?

  No, WellReceived is a 24/7 HIPAA-compliant live medical answering and virtual receptionist service, not a nurse triage line. Calls are answered by trained medical receptionists who handle administrative tasks like greeting patients, taking messages, scheduling appointments, and capturing new patient intake. Our receptionists are non-clinical administrative professionals and do not assess medical symptoms, provide medical advice, or make clinical triage decisions.

  Although we do not provide clinical triage, we follow customized call-routing protocols to immediately transfer or escalate urgent calls to the practice's designated on-call physicians, nurses, or clinicians.

• How does this help reduce burnout for our on-call nurses?

  We help reduce hospice nurse burnout on-call. Having the support of a hospice answering service lets your nurses focus on operational work and patient care. They aren’t interrupted by a ringing phone, or playing catch-up on voicemail messages when they finally have a minute to breathe. WellReceived can take on the administrative burden of answering calls, scheduling and rescheduling appointments, patient intake, handling live chat and online inquiries and more.

• How do you ensure quality and consistency in call handling?

  WellReceived maintains high standards in call handling with a multi-level Quality Management System. This system includes thorough onboarding, clear call-handling rules, and ongoing audits. Receptionists receive intensive training on custom scripts, HIPAA compliance, and accurate data entry. Each day, calls are reviewed by quality analysts and team leads New team members complete a nine-day training program. Regular calibration sessions, evaluations based on clear metrics, and focused coaching help keep patient interactions professional, accurate, and tailored to each hospice’s needs.

• Do you provide call recordings or reporting?

  Yes. WellReceived provides both HIPAA-compliant call recordings and detailed reporting. You can securely listen to encrypted call audio, review detailed call logs, track volume and duration, and monitor account activity directly through the secure portal and mobile app.