FAQs

Here Are Some Things People Commonly Ask Us

Some things that people commonly ask us.

Please contact us if your question isn’t answered below.

Can patients, in any way, tell the call is not being answered by the practice?

Not at all. It’s completely invisible to the patient. Our guided workflow scripts the operator to the exact greeting and phone specifications of the practice. The integration with the practice’s system enables real-time scheduling for single call resolution. All caller ID and hold music is matched to the client specifications.

How does the iVY phone system work?

Our solution, Ivy Connect, is a specialized cloud-based phone system. When utilizing our services in any capacity, all of your inbound calls come through the Ivy Connect phone system where your employees (and potentially our employees) answer the calls using this cloud-based phone system. By streamlining through one phone system, your patient calls are put into a single queue, allowing for a seamless patient experience, 24/7/365, as well as consistent data reporting, analytics, and quality control.

Do your services include taking after-hours calls?

Yes, we do have options that include after-hours coverage, but we’re different than a typical medical answering service because we offer after-hours patient scheduling directly into your EHR using our iVY product. Check out our iVY OnDemand and iVY Complete service offerings for more information.

Where is your staff located?

All of our staff is located in the United States, based primarily in southwest Ohio and northern Florida.

Do your patient care associates utilize our PM/EHR?

Our staff works directly in your practice management and electronic health record. We have an internal team of application specialists that keeps our team trained on all major systems. In some cases we have direct interfaces available for your PM/EHR, which allows Ivy to communicate directly with your systems to book appointments or send clinical messages.