Home Care & Home Health Answering Service

Your coordinators are managing field staff, your nurses are on visits, and the phone is ringing — with a patient's daughter, a caregiver who can't make a shift, and a referral that needs answering today. Magellan Solutions answers those calls: healthcare-trained agents working from your protocols, reaching your on-call clinician when it matters and documenting everything when it doesn't.

At a Glance

Best For Home health agencies, hospice and palliative care providers, private duty and non-medical home care, and home infusion and specialty providers
Core Support Patient and family calls, on-call clinical escalation, caregiver call-outs and visit changes, documented call records, and call pattern reporting
Channels Voice — inbound patient, family, and caregiver calls
Delivery Philippines-based agents trained on home care workflows, working in your scheduling and EMR systems
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1-800-371-6224

Your Office Is Empty Because Everyone's on a Visit

Home care doesn't have a front desk in the way a clinic does. Your clinicians are in patients' homes, your coordinators are rescheduling around a caregiver who called out, and the person who would have answered the phone is doing three other things — or driving.

 

The calls don't wait for that. A daughter three states away wants to know why the aide hasn't arrived. A patient's condition has changed and the family isn't sure whether it's urgent. A discharge planner is calling with a referral that will go to another agency if nobody picks up. Miss those and you don't just lose a call — you lose a census placement, or a family's confidence, or both.

 

Hire us to answer them, so the calls get handled whether or not anyone is at a desk.

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Our Home Care Answering Capabilities

Our home care answering service keeps your line covered while your clinicians are on visits and your coordinators are working the schedule. Agents handle calls from patients, families, and caregivers alike — escalating what needs a nurse, routing what needs a scheduler, and documenting all of it.

Patient & Family Call Handling

Agents take calls from patients, family members, and caregivers alike — capturing who is calling, about which patient, and what they need, in the form your coordinators can act on.

On-Call Clinical Escalation

Calls that need a clinician reach the nurse on duty through your escalation chain, screened against the urgency criteria your clinical team defines rather than the agent's judgement.

Caregiver Call-Outs & Visit Changes

A caregiver calling in at 6am is a scheduling emergency, not a message. Call-outs, running-late notices, and visit changes are captured and routed straight to your scheduler.

Documented Call Records

Every call logged with time, caller, reason, action taken, and who was contacted — a traceable record that supports your quality assurance and survey readiness.

Why Home Care Agencies Outsource

Home care runs on coverage you can't schedule. Calls arrive when staff are in the field, overnight, and at weekends — and the ones that matter most are the least predictable. Outsourcing the phones puts a trained person on every call without adding headcount to an office that is empty half the time.

Coverage Without a Desk

Calls answered whether your office is staffed or not — evenings, weekends, and overnight, so a family calling at 10pm reaches a person.

Cost Reduction

No coordinator hired purely to cover the phone, and no paying for a full shift to handle calls that arrive in bursts.

Clinician Protection

Your on-call nurse gets woken for the calls that need them and left alone for the ones that don't. That filter is the service.

Referrals Answered

A discharge planner calling with a placement gets a live answer instead of voicemail — the call least able to wait, and the one most often missed.

Compliance

Patient information handled under HIPAA-conscious, documented process — signed BAAs, privacy training, and controlled system access.

Compliance and Data Security, Built In

We know that outsourcing healthcare work means trusting someone else with patient data — and that trust is only worth extending to a partner who can show its safeguards. Magellan Solutions operates under certified security standards, documented confidentiality policies, and business-continuity planning that keep protected health information protected.

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Certified Standards

Magellan holds ISO 27001 and PCI-DSS certification — the recognized benchmarks for information security and payment data — and operates HIPAA-aligned processes under a signed Business Associate Agreement on every healthcare account. See our certifications.

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Controlled Data Access

Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, and physical data-entry points are disabled to prevent unauthorized transfer.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Access to your data is limited to the team working your account.

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Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so patient support doesn't stop when circumstances change.

Want to know more?

Explore our services further by filling out the form below, and we'll reach out to you soon!

    Who We Support

    Home Health Agencies

    Hospice & Palliative Care

    Private Duty & Non-Medical Home Care

    Home Infusion & Specialty Providers

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    Can you handle calls from family members, not just patients?
    Yes, and it's most of the volume. Agents capture who is calling, which patient they're calling about, and what they need — then apply your rules on what can be discussed with whom, which matters more in home care than anywhere else because the caller often isn't the patient.
    What happens when a caregiver calls out?
    It's treated as urgent rather than logged as a message. Call-outs, late notices, and visit changes go straight to whoever handles your scheduling, on the routing rules you set — because a caregiver calling at 6am is a missed visit unless someone acts within the hour.
    Can call records support our compliance audits?
    Every call is logged with time, caller, reason, action taken, and who was contacted. That record is available to your team as a traceable account of what was reported and how it was handled.
    Do you work inside our scheduling system?
    Agents work in your systems rather than passing notes for someone to re-key, so visit changes and call notes land where your coordinators already look.
    How does after-hours and on-call coverage work?
    Coverage runs to evenings, weekends, holidays, and full 24/7, with urgent calls escalated to the clinician on duty.

    We'd be happy to walk you through your options.

      Send us a message and one of our
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      You can also reach us here:

       

      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724