Nurse Advice Line & After-Hours Support

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.