What You Get
Our Medical Reception Services
Real Human Answering
Every call is answered by a live, trained professional—not a machine. Patients feel valued from the very first hello, building trust and keeping your practice accessible.
Appointment Scheduling (On Your Software)
We integrate directly into your existing scheduling system. No extra platforms, no extra steps—just seamless booking that keeps your calendar accurate and up to date.
Patient Info Verification & New Patient Chart Set Up
From confirming details to creating complete new patient charts, we handle the admin so your team can focus on care. Accurate records mean smoother visits and fewer delays.
Insurance Verification
We verify insurance coverage before appointments, reducing surprises and helping patients understand their benefits. That means fewer headaches for your staff and your patients.
Appointment Reminders
Missed appointments cost time and money. We send customized reminders by phone, text, or email—helping patients stay on track and keeping your schedule full.
Available 24/7 with a Bilingual Team
Day or night, English or Spanish, we’re here to answer. Around-the-clock availability ensures every patient call is answered, no matter when they reach out.
Benefits of Our Service
Our Appointment Desk® team has developed a collaborative, high-touch approach to appointment scheduling.
Increase Appointments
We provide your business with extended business hours and coverage during breaks or absences to make sure you don’t miss the opportunity to schedule more appointments.
Personalized Service
Our professional receptionists provide personalized service representing your business.
Improve Customer Experience
We free up your staff to better serve your on-site customers.
Pay for Productive Time
Because we charge based on phone minutes used, you won't pay for unproductive time.
Reduce Human Resource Requirements
We incur the cost to hire, train and support employees, reducing your overhead costs.
Lower Overhead Costs
Our service minimizes the need for you to dedicate staff and space to support the appointment scheduling function.
Reliable and Secure
We can assure you uninterrupted service using our highly secure and flexible cloud-based technology.
Simple Start Up Process
Interview
We facilitate an extensive interview with your team to determine the best design for your medical answering services.
Forward Calls
Using the call forwarding feature, calls are automatically sent to our professional receptionists, including our bilingual medical receptionists if needed.
Schedule Appointments
Our virtual receptionists schedule your appointments using a secure, online calendar tool- OR – by accessing your existing calendar.
HIPAA Compliant Call Answering for Every Specialty
No matter your specialty, your patients deserve responsive, professional communication every time they call. Our medical answering services are tailored to support a wide range of practices.
Explore how we serve your specialty:
- Primary Care – Ensure continuity of care with 24/7 patient support.
- Behavioral Health – Compassionate call handling for sensitive patient needs.
- Podiatry – Streamlined scheduling and reminders to keep patients on track.
- Optometry & Ophthalmology – Appointment coordination and patient chart setup for eye care practices.
- Dermatology – Efficient message handling and insurance verification for busy dermatology offices.
- Dental
– 24/7 call coverage and scheduling support to reduce no-shows and keep chairs full.
Real Results From Practices Like Yours
See how medical and behavioral health practices across the country are improving efficiency, reducing missed calls, and providing better patient care with our answering and scheduling solutions. From single-location offices to multi-location networks, these case studies highlight the measurable impact we deliver.
Explore our case studies:
- Dallas Podiatry Practice – Increased income by $7,040 per month.
- Austin Behavioral Health Practice – Saved $2,275 per month.
- Pennsylvania Multi-Location Ophthalmology Practice – Gained 240 new patients per month.
- Nevada Behavioral Health Network – Improved patient satisfaction and increased appointment volume.
Demo Our Services!
See how Appointment Desk® streamlines medical appointment scheduling while improving patient care. Book your FREE demo today and experience the difference firsthand!
Frequently Asked Questions
How does an outsourced receptionist service work?
Our team acts as an extension of your practice. We can answer incoming calls, schedule appointments, verify insurance, handle patient inquiries, take messages, manage cancellations and rescheduling, and perform other front-office functions based on your procedures.
The goal is for patients to experience your outsourced team as your receptionist team, not a separate call center.
Will patients know they are speaking with an outsourced company, and what happens when your team cannot answer a clinical question?
Not necessarily. Our United States-based team answers using your practice name, follows your guidelines, and operates according to your workflows. When questions require clinical judgment, we document and route the call to your designated staff—we don't replace clinical staff, we protect their time.
Can you schedule appointments directly into our practice management system?
Yes. We work directly in your Electronic Health Record (EHR) scheduling or practice management system to schedule appointments, update patient information, verify insurance, create tasks and document calls.
What medical practice management systems do you support?
We can work directly on any Electronic Health Record (EHR) scheduling or practice management system that allows browser-based access or direct integration, if necessary, and have professional receptionists using many of the popular systems including:
- AdvancedMD
- Acuity Scheduling
- Cerner
- eClinicalWorks
- Epic
- inSync
- Jane
- ModMed
- Nextech
- Nextgen
- Salesforce
- Simple Practice
Can you handle new patient scheduling?
Yes. For new patients, we collect required information, determine appointment types, schedule according to your rules, and provide instructions to maximize ROI. For existing patients, we handle scheduling, rescheduling, cancellations, messages, and administrative requests.
How do you handle cancellations, rescheduling, and filling open slots?
Yes. We follow your cancellation policies, manage reminder and rescheduling workflows, and use approved waitlists or direct patient outreach to fill openings created by cancellations.
Can you handle after-hours calls?
Yes. Outsourcing can provide practices with coverage beyond their normal office hours, including evenings, weekends, holidays, or 24/7 coverage depending on the service arrangement.
Can you triage medical calls?
This is a particularly important question for healthcare organizations.
An outsourced receptionist should not independently provide medical advice or make clinical decisions.
Instead, calls requiring clinical attention can be identified and escalated according to your approved procedures.
Are your services HIPAA compliant, and will you sign a BAA?
Yes. We are HIPAA compliant, follow strict privacy practices and access controls, and will execute our standard Business Associate Agreement (BAA) or sign your practice's version.
How do you protect patient information?
Patient information is securely documented directly into your Electronic Health Record (EHR) scheduling or practice management system. Our data security process includes:
- Employee access controls
- Password and authentication policies
- Employee training
- Data security
- Call documentation
- System access
- Confidentiality requirements
- Monitoring and quality assurance
- HIPAA policies and procedures
Where are your receptionists located?
All our professional receptionists are located in the U.S. and understand the how the American healthcare system works, which helps us maintain consistent quality and security.
How are your receptionists trained?
All our professional receptionists go through a rigorous training process that is much more than telephone etiquette.
Training covers:
- Your practice's services
- Scheduling procedures
- Patient communication
- Privacy requirements
- Escalation procedures
- Practice-specific scripts
- Technology
- Common patient questions
- Difficult conversations
Will we have dedicated receptionists?
We typically use a small team of shared receptionists to support practice call volume, so they become deeply familiar with the practice and coordination with internal staff. Some practices prefer dedicated personnel based on the higher call volume of the organization.
Both maintain consistency regardless of the model.
How do you ensure someone answers when our assigned receptionist is unavailable?
Using a small team of shared receptionists provides a backup and continuity model.
The team provides coverage during:
- Employee absences
- Breaks
- Lunches
- Vacations
- High call volumes
- Unexpected staffing issues
The team size is adjusted accordingly to meet service level targets and drive new patient revenue.
How quickly will our calls be answered?
Answering speed is a common concern because practices don't want patients sitting in a phone queue.
Appointment Desk strives to provide world class services levels with target average speed of answer is less than 30 seconds, abandonment rate of less than 5%, and service-level objectives to provide a strong return on investment (ROI) from increased appointments.
Medical practices can experience significant call-volume spikes after:
Physician advertisements
New provider launches
Insurance changes
Appointment releases
Weather events
System outages
Monday mornings
Holidays
Our shared team staffing model can scale with demand.
Can you support multiple locations and providers?
Yes. We support multi-location practices and organizations with dozens of providers by following provider- and location-specific scheduling rules, hours, scripts, and escalation procedures using integrated process tools.
Do you make outbound calls?
Yes, we can provide outbound calls and manage outreach campaigns.
Potential outbound services include:
- Appointment confirmations
- Appointment reminders
- Rescheduling
- Waitlist calls
- Referral follow-up
- Patient callbacks
- Administrative outreach
Can you handle referrals?
Yes. Referral workflows can be complicated, so we will want to know exactly what your team can handle and how we can help with the referral process.
For example, our representatives can receive referral information, schedule referred patients, follow up on incomplete information, or communicate referral status.
Will we receive reports and have access to call recordings?
Yes. We provide monthly reporting on KPIs and ROI, and 100% of calls are recorded for quality assurance and training, giving your practice full visibility into performance.
How much does outsourcing cost?
Outsourcing to Appointment Desk costs about one third less than the cost of hiring internally, but the real opportunity is to increase new patient revenue that more than offsets our service fees.
Outsourced costs are 1/3 less vs. Internal employee compensation + benefits + recruiting + training + management + turnover + technology + coverage gaps + lost new patient revenue
Our plans start at $500 and are scalable as the practice grows. We can handle all the appointment-related calls or support the practice as overflow when your internal staff are unavailable to answer calls.
How quickly can you get us started?
We can provide support as quickly as possible following a simple implementation process, including:
- Establish service agreement and HIPAA BAA
- System access
- Workflow and process reference tool development
- Training
- Testing
- Go-live
- Performance monitoring
- Optimization