Home Health & Hospice Call Center Services

For home health and hospice coverage, agree on how the receiving team identifies the caller’s relationship to the patient and routes the request to the responsible care team. Separate visit-coordination messages from concerns that require the organization’s clinical escalation process. Confirm the permitted callback information without asking the answering team to provide medical advice.

Specify whether the answering team may update a visit schedule or should send a change request to the agency. Identify who confirms the revised arrangement with the family and caregiver. A recorded request should not be described as an approved schedule change.

Ask what message history and delivery information the proposed service can provide. Agree on how the agency records acceptance by the receiving care team and tracks requests still awaiting follow-up. Review an approved sample before relying on a report for oversight.