Empower your patients to directly, quickly and securely connect with a staff member and lower your call center volume and wait-times.

Waiting on hold is frustrating...waiting on hold when you are returning a call makes it worse. By the time a patient is connected to the correct staff member, they may already be feeling frustrated or rushed which leads to poor patient satisfaction and overwhelmed staff.

The norm

Even in the most efficient call center environments, a patient returning a staff member's call will:
  1. for an agent to answer
  2. for the agent to verify their information
  3. for the agent to review their chart
  4. for the agent to look up the staff member's extension
  5. for the agent to check if staff member is available
  6. for the agent to connect the calls together
  7. Finally be connected

The Fix

Direct Line removes all of the unnecessary steps and seamlessly connects a patient to the correct staff member, skipping straight to step 7.

Patient satisfaction rate with their call center
Average wait time for a patient on the phone
Average handle time of a call center attendant.

Everything you need. Integrated into your EHR.

Key Features

Our solution takes patients out of your call center queue and securely routes them to the staff member that originally reached out to them.

Easy to use.
Minimal staff training needed. Clear instructions for patients. All within your EHR.
Secure by default.
We do not store any patient information. That information stays secure in your environment.
Timed access.
We do not expose your staff's contact information and your patient's access is only active for 24 hours.
Everything is configurable.
We do not believe in a one size fits all approach. We will configure your setup to fit all needs.
Give the gift of time.
See an immediate reduction in call center volumes and total wait times.
Powerful Insights.
Out of the box reporting options give you a lens into success rates, staff & patient utilization and call times.
Already covered.
Patient messaging already covered in most yearly registration forms. Start using without changing existing internal workflows.

Let us demo our functionality in a pressure-free environment on your schedule.