How Answering Services Improve Care
After hours call coverage can improve patient satisfaction, reduce missed calls and support better outcomes for medical practices.
Physician Answering Service
Contact UsTrusted Answering Service for Medical Offices
OSF OnCall provides HIPAA-compliant answering services for medical offices, ensuring patients feel heard while helping your care team stay focused on delivering care. With live agents trained in health care communication, the service provides after-hours patient support – including evenings, overnights, weekends and holidays.
24/7/365
Experienced supervisors 24/7
4.5
Average patient satisfaction rating on 5-point scale
6%
Reduction in call abandonment rate
Why Choose OSF OnCall
OSF OnCall is more than a call center. As the digital health division of OSF HealthCare, we bring clinical insight, innovation and proven Mission-driven excellence to every call we answer.
- Health care‑focused agents: Trained for medical environments – not general customer service.
- Backed by a trusted health system: OSF HealthCare brings over a century of service rooted compassion, respect and dignity.
- Scalable solutions: From single specialty clinics to large medical groups, our physician office answering service adapts to your needs.
- Consistent, compliant processes: Consistent processes and secure systems ensure reliable service and protect patient privacy.
Benefits of Physician Office Answering Service
OSF OnCall provides HIPAA-compliant answering services for medical offices, keeping your practice connected without adding internal strain. With live agents trained in health care communication, the service offers after-hours patient support – including evenings, overnights, weekends and holidays.
Documenting call and outcome directly in Epic
Using office-specific questions when speaking with patients
Collaborating with physician’s office to address concerns
Pricing based on monthly call volume
Quality Physician Answering Service Protocols
What We Offer
When a patient calls your practice after hours, their call is routed to the OSF OnCall physician answering service.
Our trained agent will:
- Verify the caller and reason for the call
- Attempt to connect with the on-call physician or provider. For non-emergent calls, the agent will make up to three attempts spaced 20 minutes apart. For emergent calls, three attempts will be made five minutes apart.
- Make up to three repeat attempts, following your established call‑handling preferences
Based on your protocols, the call is then routed appropriately:
- Page or connect directly to the on‑call physician or provider
- Securely send a message to your provider’s office for follow‑up
Every interaction follows standardized procedures to support accuracy, professionalism and patient privacy.
Exclusions
The following calls are not included in this service:
- Hospitalized patients of the contracted physician: These patients are instructed to contact their nurse in charge. Calls from inpatient units are directed to the physician’s on‑call provider.
Patients calling from an emergency department: These callers are instructed to contact the nurse in charge. Calls from the emergency department itself are directed to the physician’s on‑call provider.