Surgeon Answering Service

A patient two days out from surgery calls at nine at night. The drainage has changed, or the pain isn't what they were told to expect, and they don't know whether to worry. Magellan Solutions answers that call — trained agents working from the triage rules your surgeons write, escalating to the operating surgeon when it matters and documenting every call either way.

At a Glance

Best For General, orthopedic, plastic and reconstructive, ophthalmic, and oral and maxillofacial surgery practices, plus ambulatory surgery centers
Core Support Live call answering, message taking and call routing, urgent escalation, appointment scheduling, and secure message delivery.
Channels Voice — inbound patient calls.
Delivery Philippines-based
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1-800-371-6224

A Generic Answering Service Can't Tell Which Post-Op Call Matters

"Is this normal?" A patient three days out is looking at their incision and doesn't know. Nine times out of ten the answer is yes. The tenth time it isn't — and at 11pm, all ten sound identical.

 

An answering service that doesn't know surgery handles that by picking one failure mode: escalate everything, and your surgeons stop trusting the pages; escalate nothing, and one night it's the call that needed them.

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Our Surgeon Answering Capabilities

Our surgeon answering service handles the calls that come after a patient goes home. Agents work from triage criteria your surgeons write — asking the questions you specify, reassuring against your own post-op instructions, and escalating to the operating surgeon when the answers say it matters.

Post-Operative Call Triage

Wound, drainage, pain, and fever calls screened against the recovery criteria your surgeons define — so a normal day-three symptom is reassured and a complication moves immediately.

Escalation to the Operating Surgeon

Urgent post-op calls follow your routing to the surgeon who performed the procedure, with fallback contacts if the first attempt goes unanswered.

Surgical Scheduling Suppor

Booking, rescheduling, and cancellation calls handled and written into your system, including the pre-admission and clearance steps a surgical calendar depends on.

Documented Call Records

Every call logged with time, patient, procedure date, what was reported, and who was contacted — a record that stands up when a complication is reviewed afterwards.

Why Surgical Practices Outsource

Post-operative calls don't fit a staffing model. They arrive outside clinic hours, they cluster after a heavy OR day, and the great majority need reassurance rather than a clinician. Outsourcing supplies the filter a surgical practice doesn't otherwise have — so surgeons stop taking every call in case one of them matters.

Surgeons Called Only When Needed

Your surgeons stop carrying the phone for calls that need a scripted answer. They're reached for the ones that genuinely require them, which is the whole point.

Fewer Avoidable Emergency Visits

A post-op patient who reaches a person usually gets an answer. One who reaches voicemail often gets an emergency department — and you get the call anyway, later and worse.

Cost Reduction

No overnight staffing for a call pattern that arrives in bursts, and no paying a full shift for the nights nothing happens.

Coverage the Center Can't Provide

A surgery center closes completely. Cover doesn't have to.

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, with HIPAA-aligned processes under signed Business Associate Agreements in the US and Australian Privacy Principles compliance in Australia. 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.

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

    Who We Support

    General Surgery

    Orthopedic Surgery

    Ophthalmology

    Plastic Surgery

    Oral & Maxillofacial Surgery

    Ambulatory Surgery Centers

    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

    Related Healthcare Services

    After-Hours / On-Call Answering

    Overnight, weekend, and holiday coverage with triage against your on-call protocol — urgent calls reach the clinician on duty, everything else waits for morning.

    Medical Scheduling Call Center Services

    Book, confirm, reschedule, and cancel patient appointments across phone, text, chat, and email — one scheduling workflow that keeps provider calendars full and cuts no-shows.

    Healthcare Contact Center Outsourcing

    Patient-facing communication at scale — dedicated teams for hospitals, health systems, and multi-location networks with the volume to fill them.

    Frequently Asked Questions

    FAQ
    Do post-op calls reach the surgeon who operated, or whoever is on call?
    Whichever you specify. Most practices route by operating surgeon during the first days after a procedure and to the on-call rota after that. The routing rule is yours; we follow it.
    Can your agents tell a normal recovery symptom from a complication?
    No, and they don't try. Agents are trained in medical terminology and call handling, not clinical assessment. They ask the questions your surgeons specify, record the answers accurately, and apply your escalation criteria. The clinical judgement stays with your clinicians — which is why the triage criteria are built with your team before launch.
    What happens with pre-operative calls the night before surgery?
    They're answered from your own pre-op instructions — fasting, medications to hold, arrival time, what to bring. Anything outside the written instructions is escalated rather than improvised.
    Can you cover only the days after a surgical list?
    Coverage can be scoped to the pattern rather than sold as a block, which suits practices whose post-op volume follows the theatre schedule.
    What record do we get of an overnight call?
    Time, patient, procedure and date, what was reported, what was asked, the action taken, and who was contacted — delivered how you prefer, and available if a case is reviewed later.

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

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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