Everything you need to know about partnering with DialOps for your medical practice or professional business.
DialOps is a HIPAA-compliant medical call center built specifically for healthcare practices and other professional companies and services. Unlike generic answering services, our agents are trained in medical and professional call handling — including clinical terminology, urgency triage, HIPAA confidentiality, and how to communicate with patients and callers in sensitive situations. We don’t just take messages; we represent your practice or company the way your own front desk would.
We work with a wide range of healthcare practices law firms, real estate professionals, insurance agents, home healthcare agencies, and other professional service businesses.
Yes — fully. Every call, every message, and every platform we use is built to meet HIPAA standards. We sign a Business Associate Agreement (BAA) before handling any patient information. Our agents are certified in HIPAA confidentiality requirements, and all messages are delivered through our secure, encrypted platform. No PHI is ever transmitted through unencrypted channels.
Yes. DialOps provides live answering 24/7/365, including nights, weekends, and holidays. Medical needs don’t follow business hours, and neither do we.
Most clients are up and running within 24-48 hours, depending on the complexity of workflows needed. We’ll work with your team to build custom call scripts, triage protocols, and routing rules before we answer a single live call.
Our Service Plans are month-to-month with no cancellation penalties. For practices that require direct EMR integration, a 6-month minimum commitment applies: this covers the onboarding, training, and technical setup required to connect seamlessly with your system. All accounts require 30 days written notice to cancel.
Practices that commit to an annual or longer term earn discounted rates — the longer the commitment, the greater the savings. We also offer referral discounts for clients who refer other practices to DialOps. Contact our team for current discount details..
Yes. Contact our team to learn about current trial options and how we can get your practice set up to evaluate the service before committing.
No setup fees! We don’t charge to build your scripts, configure your call flows, or onboard your account.
Yes, always. Every call is answered in your name, not DialOps’ name. Your patients and callers hear your name from the moment someone picks up.
Absolutely. We build call flows that account for the different types of calls you receive: appointment requests, new client inquiries, prescription refill inquiries, urgent symptom calls, new patient inquiries, post-surgical concerns, and more. Each type can be handled, routed, and escalated according to your specific protocols.
We follow the escalation thresholds your practice defines. Before going live, we work with your team to establish exactly what warrants an immediate oncall notification versus a documented message for morning follow-up.
Yes. After-hours triage is one of our core services for healthcare practices. We answer, gather relevant information from the caller, assess urgency according to your protocol, and either document for follow-up or escalate to your oncall provider immediately.
Our agents are trained to recognize distress cues and respond with calm, non-judgmental communication. For behavioral health practices, we work with your team to establish specific crisis protocols, including when to escalate immediately, what language to use, and how to document the call.
Yes. We are experienced and work within eClinicalWorks, NextGen, MedicsCloud, and NextTech. If you don’t see your system listed, ask us — we likely work with it or can find a solution.
After every call, your team receives a concise call summary through our HIPAA-compliant secure messaging platform, including caller information, reason for the call, and relevant distribution details.
All patient information is handled in accordance with HIPAA requirements. Messages are delivered through encrypted, secure channels only. We do not transmit any PHI via standard unencrypted text messages or email.
Every DialOps agent goes through a structured onboarding program covering medical call handling fundamentals, HIPAA confidentiality, professional communication standards, and practice-specific scripting and protocols before they handle live calls.
We conduct ongoing call monitoring and quality reviews. If we identify an issue with accuracy, tone, or protocol adherence, we address it through targeted coaching and script updates immediately.
We address mistakes directly and quickly by reviewing the call, identifying the root cause, retraining the involved agent, and updating protocols as needed to prevent recurrence.
Yes. Many practices use DialOps for overflow support during peak daytime hours, with our team stepping in after a set number of rings when your front desk is at capacity.
That works perfectly. Many of our healthcare clients use DialOps exclusively for after-hours, weekend, and holiday coverage.
Yes. We support multi-site practices and health systems, with call routing and handling configured independently for each location if needed.
DialOps pricing is based on your call volume and coverage needs. Contact our team for a custom quote based on your specific requirements.
DialOps typically costs approximately 70% less than hiring a full-time front desk employee when you factor in salary, benefits, payroll taxes, and coverage gaps.
Contact us — we’re happy to walk through any of this with you.
