Nurse Advice Line & After-Hours Support

Nurse Advice Line

It's the middle of the night. The baby is screaming. And mom isn't sure whether she should bundle up the child and head to the ER or wait until morning to see a doctor. That's where the Nurse Advice Line from Envolve - a call-in nurse triage line and support system - comes into play.

The nurse advice line is a 24/7/365 resource providing clinical support immediately from the comfort of home.

By having an after-hours nurse advice line at her fingertips, mom will sleep better and as the one who provides care to the family, you could save the cost of a possibly unnecessary ER visit.

Live Nurse Triage Line Support 24/7/365

The afterhours nurse advice line live answers each and every call, focusing on the assessment and disposition of symptom-based calls.

Where a typical nurse triage line takes messages and return calls when it’s convenient for them, Envolve after-hours nurse advice line solutions realize the caller needs a resolution now. That's why the Nurse Advice Line uses a single-call resolution model.

That means taking care of callers the first time they call.

Envolve’s industry-leading systems and solutions allow nurse advice line calls to go to the next available professional regardless of the call location. All of the nurse triage line team members across the country are linked through our HIPAA-compliant software systems, with access to all files provided to the client.

In fact, the nurse advice line has provided clients with uninterrupted service since 1995.

A Real-Time Telephonic Nurse Triage Line with Proven Results

Nurse triage services offered through the nurse advice line provide real-time healthcare assessments to help a caller determine the right level of care needed at that moment.

Envolve's registered nurses accomplish this through critical thinking skills, nationally recognized medical guidelines and state-of-the-art interactive nurse triage software.

This process assists the nurse advice line team in quickly assessing the severity and nature of a call to result in the most appropriate disposition and care advice.

The Envolve programs are proud of the historic satisfaction levels our nurse advice line has received.

  • 94% of callers have been satisfied with medical triage services

The skilled team of registered nurses are committed to providing excellent customer service and sound medical advice through all customer interactions on the nurse advice line.

During member interactions, our team will:

  • Accurately identify callers' needs and ensure they are directed to the appropriate level of care for their situation - whether it be providing home care guidance, setting an appointment with a primary care provider, or recommending a visit to Urgent Care or the ER.
  • Based upon client instruction, set appointments with preferred providers.
  • Offer around-the-clock access to a highly skilled triage clinical team.
  • Use nationally recognized algorithms to provide the best course of action.
  • Support callers through a bilingual team with real-time access to live call translation services in 200+ languages.
  • Provide simple and useful advice - in the convenience of the caller’s home - about medications, procedures, screenings, health conditions or any other health related topics.
  • Listen and comfort callers in a culturally and linguistically sensitive manner.
  • Act as a seamless extension of our clients to eliminate confusion as to who is providing the service.
  • Offer further information through access to a full health information library, in both an audio and online format in multiple languages.
  • Empower callers to make confident and appropriate decisions about their care and treatment

There are several benefits to adding the Nurse Advice Line to health plans.

With our Nurse Advice Line services, you can always expect:

  • A nurse advice line partner who cares about outcomes as much as you do.
  • A reduction in inappropriate appointments and the risk of medical complications. According to many experts almost 70% of PCP, Urgent Care and ER visits are preventable. Many of the non-life threatening medical conditions can be cured by over the counter drugs and home remedies.
  • Single-call resolution model vs. a callback model nurse advice line, demonstrating our commitment to you and your commitment to those you serve.
  • Increased satisfaction levels with your service and organization. In a recent customer study, we found that 94% of the more than 19 million triage calls last year said that they would call the nurse advice line again if they needed advice.
  • A highly skilled clinical nurse advice line staff that delivers clinical expertise and reduces the complexity of healthcare in easy-to-understand language - improving caller satisfaction.
  • Unlike others, we're not a software, clinical staffing, or telemarketing services agency. Our core strength is delivering a true nurse advice line designed to deliver an optimal experience and educate members on appropriate care and service levels.
  • Based on your preference, we can schedule appointments with preferred providers and furnish referrals to wellness and behavioral health services.
  • An ever-growing team of AAACN-certified registered nurses who are licensed to practice in all states.
  • Proven methods that get those you serve to the right place the first time which saves you unnecessary ER and other medical costs.
  • Thoughtful attention to nurse advice line callers' concerns. Studies show that reassurance can be more important than the relief of symptoms. *
  • Care coordination that is required for patient-centered health home models.
  • Service from a URAC-accredited health call center that uses quality assurance measurements to increase access to healthcare while decreasing overall costs. Envolve providers also meets and exceeds the industry standards set upon by the accrediting agency. 
  • Identification of high-risk situations that could benefit from case management.
  • Consultative partnership strategies that focus on improving your ROI and health outcomes.
  • Enhanced caller experiences delivered through 100% live-answer by non-clinical frontline staff who have the opportunity to become certified as Professional Patient Advocates through the Professional Patient Advocate Institute. 

* Source: Wheeler S.Q. (2009). Telephone Triage Protocols for Adult Populations. McGraw Hill: New York.

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