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Caring is Our Calling

4.9
5 reviews

Physicians Answering Service was founded in 1990 to provide telephone answering and messaging services exclusively for the medical profession. PAS offers all the services you would expect from an industry leader at affordable, up-front pricing.

Get live operator service during business hours for call overflow or after-hours, 24/7 call monitoring. Customize your call solutions to include automated call screening, dispatch service or secure messaging. Our staff is specialized in answering for the medical industry, and are trained to take care of any issue that comes about via phone call or text message. Our dedicated account managers are on call at all hours of the evening for immediate support requests.

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Portland, OR
headquarters
  • 5100 SW Macadam Ave, Suite 210
    Portland, OR 97239
    United States
    866-729-9935

Reviews

4.9
5 reviews
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After Hours Call Support for Pediatric Medical Clinic

“It is always clear that they treat our business and needs seriously and take action as soon as they can.”

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5.0

Quality: 
4.5
Schedule: 
5.0
Cost: 
n/a
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Jan. 2000 - Ongoing
Project summary: 

Physicians Answering Service provides after-hours phone answering and message forwarding to a pediatric clinic. Their team coordinates with an RN triage service and looks to the client for consistent feedback.

The Reviewer
 
11-50 Employees
 
Hillsboro, Oregon
Administrative Coordinator, Pediatric Clinic
 
Verified
The Review
Feedback summary: 

The project has been a success for the client company, helping to take a significant task off their shoulders and deliver peace of mind to both them and their customers. The Physicians Answering Service team is communicative and receptive to all feedback in their working relationship.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the administrative coordinator for a pediatric clinic. We have about 14 medical providers within our organization.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Physicians Answering Service?

Their team provides an after-hours phone answering services for all of our different providers.

SOLUTION

What was the scope of their involvement?

They work on a tiered level of calls, so they keep track of who is on call for what types of calls and when. Non-urgent calls are turned into messages that they deliver to us the next day and calls that need immediate response are forwarded to an RN triage service that we retain as well. That company may contact our doctor on call from there if necessary.

What is the team composition?

I have one point of contact for scheduling and I typically speak with several different managers or supervisors as needed. I’m not sure, however, how many people in total are staffed for taking our calls.

How much have you invested with them?

The total cost has been around $20,000.

What is the status of this engagement?

We started working with them in January 2000 and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The after-hours coverage that they provide has been very helpful for us. I only hear about the problems when they bring those to us, and I rarely have to deal with any of those, so everything has been going pretty smoothly. We are definitely satisfied with the service their providing.

How did Physicians Answering Service perform from a project management standpoint?

When they do have any questions or issues that they need addressed from our end, we have established a very good line of communication for them to use as support. They come to us with any concerns that arise, and they’ve been very responsive to us when we do the same.

What did you find most impressive about them?

We really appreciate their response to our concerns. It is always clear that they treat our business and needs seriously and take action as soon as they can. I never feel like I have to be chasing or nagging them about anything which makes our lives a lot easier.

Are there any areas they could improve?

No, there’s nothing they need to improve that I can think of.

Do you have any advice for potential customers?

They make it very easy to work with them, so I don’t think there’s anything in particular that you need to do in order to be successful with them.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • N/A Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

After Hours Call Services for Healthcare & Hospice Provider

"They’re able to ask the appropriate questions and information."

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4.5

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Mar. 2015 - Ongoing
Project summary: 

Physicians Answering Service was hired to manage incoming calls to a hospice and home health agency during off-hours. They relay messages and complete follow-ups. 

The Reviewer
 
11-50 Employees
 
Portland, Oregon
Director of Clinical Services, Healthcare & Hospice Provider
 
Verified
The Review
Feedback summary: 

The team works effectively to route the calls to the appropriate channels. Their friendly approach to customer service is crucial. Customers can expect a responsive team that's easy to work with. 

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the clinical director at a hospice agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Physicians Answering Service?

We hired them to help with incoming calls we were receiving after business hours.

SOLUTION

What was the scope of their involvement?

The team answers any home health and hospice calls that come into our direct line from the end of our business day until the beginning of the next. They send messages to our on-call triage nurse and other appropriate channels. They also do follow-ups when they’re unable to reach specific individuals.

What is the team composition?

We have one primary contact.

How did you come to work with Physicians Answering Service?

Our previous executive director selected them.

How much have you invested with them?

So far, we’ve invested between $5,000–$10,000.

What is the status of this engagement?

We’ve been engaging with them since March 2015.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their team is extremely efficient in taking the calls and routing them to the appropriate service line we offer. They’re able to ask the appropriate questions to get information.

How did Physicians Answering Service perform from a project management standpoint?

Two years ago, their facility burned down. I'm not sure if they were able to contact people in that instance, but I wish they would've notified us. We found out ourselves after the fact.

What did you find most impressive about them?

They’re pretty friendly, which is key to customer service. It works well when there is a phone call at 2 am with an upset patient.

Are there any areas they could improve?

Like I said, I would've liked them to have communicated to us about their facilities burning down directly. Other than that, they’re very on point. Everything else runs pretty well.

Do you have any advice for potential customers?

They’re easy to work with. If you have any updates or changes, it just requires one email to the primary contact. They’re quick to respond to your needs.

4.5
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
    It could always be cheaper.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

After-Hours Call Services for Pediatric Primary Care Group

"They always reach out to see if there’s anything they can do to help, responding quickly when I ask anything of them."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
June 2013 - Ongoing
Project summary: 

Physicians Answering Service offers after-hours phone answering services for a pediatric facility. Their work includes taking messages from the families and forwarding calls through a secure phone service.

The Reviewer
 
11-50 Employees
 
Clackamas, Oregon
Kari Brown
Operations Manager, Clackamas & Oregon Pediatrics
 
Verified
The Review
Feedback summary: 

A longtime partner, Physicians Answering Service is responsive and diligent in their work. The team gets back to families within minutes, creating a personable and reliable atmosphere. They are an attentive partner who listens to feedback and does whatever it takes to achieve client satisfaction.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager at Clackamas & Oregon Pediatrics, a primary care medical home facility.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Physicians Answering Service?

We needed services for answering our patients after hours. We worked with another company previously, but we were looking for a change. So, we hired Physicians Answering Service.

SOLUTION

What was the scope of their involvement?

Currently, we are only open up until a certain time at night. So, Physicians Answering Service takes over any parents that are calling in to receive any after-hour care services, for example, if their child is sick or if the pharmacy is calling in about a prescription.

Our calls get forwarded from our phone system to theirs. Physicians Answering Service also has access to our direct line, to which clients are able to call. The team customizes their greetings based on our account, which gives the clients peace of mind. 

The families give all of the information needed including what the problem is and who their primary care physician is. That information then gets forwarded to our provider who is designated to cover those phone calls during that timeframe. The service will then send it out through a secure, HIPAA-approved means of communication. 

What is the team composition?

They have a supervisor who is always on-site, and they also have staff who answer the phone. 

How did you come to work with Physicians Answering Service?

We reached out to Physicians Answering Service to see what they had to offer and if it would work better with our company. After meeting with the management team and the supervisors that they have, we found that their goals fit with what we were looking for, especially because they were so personable.

When they came to meet with us, they brought their management team, their supervisors, and the individuals who worked on the call schedule. It felt like they were going above and beyond to answer any questions we had, which made us feel important. We haven’t regretted our decision to switch over to them.

How much have you invested with them?

We’ve spent about $5,000–$10,000.

What is the status of this engagement?

We began working with them in the summer of 2013 and we’re still working for them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They’re very attentive and willing to bend over backward to help fix whatever might be broken. Periodically, the application might delay sending out the calls, but it’s instructed to our families that if they don’t hear from our physicians within 20–30 minutes, they should reach out to the service again.

Physicians Answering Service is able to get back to our patients with 5–10 minutes of them initially placing the call. That’s something that we put into place with the team.

How did Physicians Answering Service perform from a project management standpoint?

They’re great in terms of communication. Physicians Answering Service offers services if I’m delayed in getting something signed so that they can do their part. They always reach out to see if there’s anything they can do to help, responding quickly when I ask anything of them. This open communication has helped to build our relationship.

Additionally, they help us to onboard providers very quickly. The team is great to work with when we have any concerns about our statements or bills. They are always willing to work with us to address and issues, taking our feedback seriously.  

What did you find most impressive about them?

They are very personable and willing to do whatever needed. They’ve even customized our on-call to make it feel like we’re in charge of our services. Physicians Answering Service does whatever it takes to help us do our work well.

Are there any areas they could improve?

No, I have no suggestions.

Do you have any advice for potential customers?

Sit with them before you start working with them and outline your goals. Work closely with Physicians Answering Service to achieve those goals, because they’re open to your ideas. Take the time to build the relationship, and don’t be afraid to ask for exactly what you want.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    I would highly recommend them.

Call Center Services for Youth Nonprofit Organization

“They're very easy to work with and are very friendly to our staff.”

 

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5.0

Quality: 
4.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
4.5
The Project
 
$10,000 to $49,999
 
Jan. 2000 - Ongoing
Project summary: 

Physicians Answering Service provides after-hours crisis support and shift coverage phone answering services for a children’s nonprofit.

The Reviewer
 
51-200 Employees
 
Portland Area, Oregon
Administrator, Nonprofit Organization
 
Verified
The Review
Feedback summary: 

Physicians Answering Service’s efforts have been met with positive acclaim. The team is professional, prompt, and communicative. Customers can expect a capable task force that gets the job done.

A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.

BACKGROUND

Introduce your business and what you do there.

I'm an administrator at a nonprofit organization. We work with youth from birth to 18 years of age, sometimes up to 20 years old in a variety of programs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Physicians Answering Service?

We needed help with our after-hours, crisis support, and shift coverage.

SOLUTION

What was the scope of their involvement?

They serve as the mediator between a crisis that happens in one of our 24-hour programs and our staff. They'll route calls to our in-take staff that provide support in the needed areas. They're the bridge that lets us know when staff are needed at our after-hours program or after hours-intake as well.

What is the team composition?

I have contact with two members of their team.

How did you come to work with Physicians Answering Service?

They were hired before I started.

What is the status of this engagement?

We began working together 20 years ago, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I've been really pleased with their services. They've been extremely responsive.  They're in constant communication with us throughout the month when changes happen. As for the after-hours phone service where they're triaging the phone calls and connecting with our staff, we haven't received any complaints and feel very satisfied with the services they've provided as well.

How did Physicians Answering Service perform from a project management standpoint?

Whenever we've requested shift coverage, they respond immediately. I've never had to wait longer than a minute for them to update our accounts. They're very easy to work with and are very friendly to our staff. I haven't had any complaints and they've communicated very effectively.

What did you find most impressive about them?

They've been very approachable and easy to communicate with. It's not easy to triage in crisis situations and they've been really good about maintaining professionalism while also connecting individually with that person.

Are there any areas they could improve?

It would be nice to standardize information in crisis situations and the information they gather and convey to our staff.

Do you have any advice for potential customers?

My advice is to reach out directly to them.  If there are certain goals that you have in mind, communicate that with them.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 4.5 NPS
    Willing to refer

Call Center Services for Eye Ophthalmologist

"Their consistency is impressive."

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5.0

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
 
Jan. 2000 - Ongoing
Project summary: 

Physicians Answering Service provides ongoing answering services to facilitate communication with patients and employees.

The Reviewer
 
1-10 Employees
 
Portland, Oregon
Jennifer Lyons
MD, Lyons Eye
 
Verified
The Review
Feedback summary: 

A reliable team, Physicians Answering Services offers quality customer service. 

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

physician

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Physicians Answering Service?

answering service

What were your goals for this project?

reliability accuracy friendliness to patients and to my staff

SOLUTION

How did you select this vendor?

previous use with last practice

Describe the project in detail.

They are my answering service

What was the team composition?

manager and many operators

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The secure startel texting is good platform.

How effective was the workflow between your team and theirs?

Usually very reliable

What did you find most impressive about this company?

consistency

Are there any areas for improvement?

They don't always follow my "rules"--if I don't answer secure text back with "got it--thanks", they are to attempt again, call me, etc. This occasionally has not occurred. The startel sometimes doesn't work (poor wi-fi for instance), so f/u call important

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer