- Founded by a physician
- 1995
- Live agents, every call
- 24/7/365
- English & Spanish agents
- EN · ES
- Plans start at
- $33
Healthcare call center services
A healthcare call center built by a physician, sized for your organization
Hospitals, health systems, home health agencies and hospice providers take more calls than any front desk can handle: scheduling, referrals, on-call paging, family questions at 2 a.m., and surges that arrive without warning. Southern Voices provides healthcare call center services for organizations that need more than a basic answering service. We supply trained, live agents who work your protocols, inside your systems when you give us access, 24 hours a day, 365 days a year.
We were founded by a physician in 1995 and are still physician-owned. Our clients include large healthcare networks and insurance agencies across the country. We’re a US company headquartered in Winston-Salem, North Carolina. Our agents work from our office and remotely, every call runs through our US-hosted systems, and agents who need direct access to your systems are always US-only staff.
Who we work with
Medical call center outsourcing for larger organizations
For practices and smaller offices, see our medical answering service. This page is for organizations that need call center scale.
Hospitals & health systems
Central scheduling overflow, after-hours lines and physician on-call paging.
Large provider networks
Many locations, specialties and on-call rotations, handled as one account.
Home health agencies
Patient and family calls, visit changes and caregiver call-offs, day and night.
Hospice providers
Families reach your on-call hospice nurse at any hour, with every detail captured.
Insurance agencies
Member and policyholder calls answered in your agency’s name.
Specialty & multi-site groups
Consistent call handling across every clinic and service line, including eye-care and ophthalmology groups.
Urgent care & clinics
Hours, wait-time and location questions answered while staff treat patients.
Behavioral health programs
Intake requests and after-hours calls handled with patience and care.
What we handle
Healthcare calls, at call center scale
Scheduling & reminders
Appointments booked, moved and confirmed inside your scheduling system when you give us access.
Physician & nurse on-call paging
Urgent calls routed to the provider on call by your rotation, with a live phone patch when needed.
Referral & intake lines
New patient referrals and intake details captured completely and delivered to your team.
Overflow & disaster recovery
When call volume spikes or your center goes down, calls roll to our agents instead of hold queues.
Employee call-off lines
Nurses and caregivers report absences through one number, and supervisors are told right away.
Member & patient services
Billing, benefits and general questions answered from your information, or routed to the right department.
We don’t provide clinical advice. Where you need a nurse triage line, we work with nurse triage partners that cover nearly all 50 states, and our agents hand calls off by your protocol.
Home health & hospice
Home health and hospice answering service, day and night
Home health and hospice calls are personal. A daughter calls at midnight because her father’s breathing has changed. A patient wants to know when the nurse is coming tomorrow. A caregiver can’t make a morning visit. Each call needs a calm, trained person and a clear path to the right member of your team.
Our agents follow your hospice and home health protocols: urgent calls go to your on-call nurse by phone patch, cell call or secure text; visit changes and routine messages are logged for your office; and caregiver absences go straight to the scheduler. Your on-call schedule stays current, and you can update it whenever coverage changes.
Built for scale
Why health systems outsource calls to us
Healthcare call center outsourcing works when the agents act like part of your team. That is how we set up every large account.
- Dedicated agents who learn your organization, your providers and your systems. See dedicated agents.
- US-only staff for system access. Agents who work in your EMR or scheduling system are always US-only staff, and any client can request a US-only team.
- Integrations. We build API integrations with any platform that has an API. For EMRs, that depends on the EMR offering API access. Agents can also work directly inside your systems.
- We sign BAAs, and our agents are HIPAA-trained before they take patient calls.
- Secure delivery. Secure texting and the client portal are included, along with email.
- Bilingual coverage. Live English and Spanish agents, not a “press 2” menu.
- Your call center: 7 AM–7 PM
- Southern Voices: nights, weekends, holidays
- Overflow backup whenever your lines are busy
Example schedule. You choose exactly which hours we cover.
How calls are handled
What happens when a patient or family calls
A live agent answers in your organization’s name and routes every call by the rules you set.
- Urgent Your on-call provider or nurse, reached now Live phone patch, a call to their cell, or a secure text, by your on-call rotation
- Booking Appointment booked Booked directly in your scheduling system when you give us access
- Referral Referral or intake captured Patient, referring provider and reason for referral, sent to your intake team
- Question Question answered Locations, hours, visit times and common questions, answered from your information
Pricing
What healthcare call center services cost
Pricing follows your usage: call volume, call length and how much each call involves. Plans start at $33, and larger organizations get volume discounts. The bigger the network, the bigger the discount, so health systems and multi-site groups get a lower rate.
See answering service pricing for what goes into a quote, or talk to us about your call volume.
Plans start at
$33
Your plan is built around your call volume, and larger organizations get volume discounts.
Questions
Healthcare call center FAQs
Don’t see your question? Call and ask a live agent, any time.
What is the difference between a medical answering service and a healthcare call center?
Scale and depth. A medical answering service usually covers one practice’s after-hours calls. Healthcare call center services cover larger organizations: dedicated agents, scheduling inside your systems, referral lines, overflow and disaster recovery across many locations.
Can your agents work inside our EMR or scheduling system?
Yes, when you give us access. Agents with system access are always US-only staff. If your EMR offers API access, we can also build an integration so call details flow straight into it.
Do you provide a nurse triage line?
We don’t employ triage nurses. We work with nurse triage partners that cover nearly all 50 states, and our agents hand clinical calls to them by your protocol.
Do you sign a BAA?
Yes. We sign business associate agreements with healthcare clients, and our agents are HIPAA-trained before they take patient calls.
Do large networks get volume discounts?
Yes. Plans start at $33, and the larger the organization, the larger the volume discount. We’ll build a quote around your real call volume.
Can you work as an ophthalmology call center for our eye-care practices?
Yes. Ophthalmology and other eye-care groups get the same setup as any specialty organization: appointment scheduling and reminders, referral lines, overflow on busy clinic days, and after-hours calls routed to your on-call provider by the rules you set. Agents don’t give clinical advice; they follow the scripts you approve.
Keep reading
Guides for healthcare leaders
Overflow call handling
The hidden growth bottleneck in busy organizations.
HIPAA telephone answering rules
What the rules mean for calls that carry patient information.
Live answering and Medicare/Medicaid
How live answering supports compliance work.
Also serving: medical practices, dental groups and insurance agencies and professional firms.