Healthcare support does not stop when your office closes. Patients, healthcare professionals, laboratories, pharmaceutical companies, or pharmacies may still need assistance after work hours.
31West provides after-hours call center support for healthcare organizations, helping handle calls, messages, and support requests outside regular working hours. Our trained teams can follow your defined processes, handle routine requests, document information, perform specified triage tasks and escalate critical matters to the appropriate team.
Our healthcare support can be customized based on your organization’s requirements, including the type of calls handled, escalation procedures, information that needs to be collected and the systems your team uses.
After-Hours Healthcare Support For GP Practices And Small Clinics
For general practitioners and small to medium-sized clinics, calls and patient requests can continue long after the practice closes.
31West can provide after-hours support to help your team manage incoming calls and requests, book, cancel or reschedule appointment, collect relevant information and ensure that important matters are directed according to your established procedures.
Our trained teams can work with your existing CRM or patient information systems where required, reducing the need for your staff to manually transfer information between systems.
Where applicable, specific triage tasks can also be performed according to your instructions and defined protocols. The scope of triage is defined by your healthcare organization and may include information gathering, categorization and routing according to your workflows. Matters that fall outside the team’s agreed scope can be escalated to the appropriate healthcare professional or on-call team.
After-Hours Support For Medical Specialties, Pharmacies And Laboratories
Medical laboratories, pharmacies and specialist practices deal with time-sensitive calls and requests from patients, doctors, nurses, and other healthcare professionals.
An after-hours support team can help ensure that these requests are not simply left waiting for the next business day.
31West can receive or make calls, resolve issues, gather the required information, document requests, and direct them to the appropriate person or team.
For organizations handling time-sensitive requests, clearly defined escalation procedures can help ensure that matters requiring attention are routed appropriately after regular business hours.
After-Hours Call Center Support For Hospitals
Hospitals operate around the clock, but not every department, administrative function, or support team is staffed at the same level throughout the day and night.
31West can support hospitals and healthcare facilities by handling defined after-hours calls and routine requests, allowing internal clinical and operational teams to focus on matters that require their direct attention.
Depending on your requirements, our team can:
- Answer incoming after-hours calls
- Collect and document information
- Handle defined routine requests
- Provide information according to approved procedures
- Perform specified triage tasks
- Route requests to the appropriate team
- Escalate critical matters according to your escalation process
- Support patient outreach activities where required
The scope of support can be defined around your business priorities, ensuring that the team knows what it can handle directly and when a matter needs to be escalated.
After-Hours Support For Pharmaceutical Companies And Pharmacies
Pharmacies and pharmaceutical companies may receive calls from patients, healthcare professionals, and other stakeholders outside regular business hours.
Maintaining an internal team solely for overnight and weekend coverage can be difficult when call volumes are low or vary based on day of week or holidays.
31West can provide after-hours support to help pharmacies and pharmaceutical companies handle defined incoming requests, collect information, document interactions, and route matters according to your custom SOPs.
The service can be configured around your requirements so that routine requests are handled by our trained support team, while matters requiring additional attention are directed to the appropriate internal or on-call team.
How After-Hours Healthcare Call Center Support Works
The process can be structured around your existing workflows and escalation processes.
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A patient, healthcare professional or other caller contacts your organization
Calls and other agreed support requests are received by 31West’s after-hours team. -
31West’s trained team follows your defined process
Our agents use your approved information, procedures and workflows to understand and handle the request. -
Routine requests are handled within the agreed scope
The team can answer defined questions, collect information, document requests, and perform other agreed support tasks. -
Specified triage tasks are performed where required
Where 31West is instructed to do so, the team can perform defined triage tasks according to your procedures and specifications. -
Critical or out-of-scope matters are escalated
Issues requiring a healthcare professional, on-call team, or other designated resource are escalated according to the agreed escalation process. -
Information is documented for follow-up
Relevant information can be recorded in the agreed system or workflow so that the appropriate team has the necessary context.