Why MCI
When You Answer for Healthcare, You're Representing More Than a Business.
You're representing a patient's connection to their care.
When your office is closed, your staff is overwhelmed or a patient needs to reach an on-call provider, the person answering that call becomes an extension of your organization.
That’s a responsibility Medical Connections has understood since 1989.
For more than 35 years, we’ve focused exclusively on healthcare communications—combining experienced people, customized procedures and dependable technology to help healthcare organizations stay connected with the patients they serve.
Every Connection Matters. Because Every Patient Counts.
The Technology May Be Similar. The People Aren't.
Today’s professional answering and contact centers have access to many of the same technologies. Advanced telecommunications, secure messaging, call routing and sophisticated software have become part of doing business.
We believe those tools are important. We invest in them, depend on them and continually adapt as communication technology evolves.
But technology alone doesn’t create exceptional service.
It doesn’t listen to a worried family member. It doesn’t recognize the importance in someone’s voice. It doesn’t understand the nuances of your procedures or take personal responsibility for getting a call to the right person.
That’s where people make the difference.
At Medical Connections, the quality of our service ultimately comes down to the people behind it—the representatives answering your patients, the supervisors supporting them and the leadership responsible for delivering the service we’ve promised.
Technology Supports the Service. People Define It.
Our technology gives our team the tools to communicate securely, efficiently and reliably.
Our people provide the judgment, experience, attention and accountability that technology alone cannot.
We believe you need both.
And when you’re communicating with patients, providers and healthcare professionals, knowing the difference matters.
Healthcare Is Our Entire Business.
Medical Connections isn’t a general-purpose answering service with healthcare included among a long list of industries.
Healthcare is what we do.
Since 1989, our company has worked with physician practices, specialty groups, hospitals and health systems, home health and hospice agencies, infusion and respiratory providers and other healthcare organizations.
That experience has taught us that healthcare calls aren’t all the same—and they shouldn’t be treated that way.
A routine appointment question isn’t handled like an urgent patient call. A hospice family member doesn’t have the same needs as someone calling a hospital department. A single-physician practice doesn’t operate like a multi-location specialty group.
Understanding those differences is part of the service.
Healthcare isn’t a division of our company.
It’s our entire business.
Your Organization Isn't Generic. Neither Are Your Procedures.
Every organization has its own providers, schedules, locations, terminology, priorities and expectations.
We take the time to understand them.
Rather than forcing your organization into a standard call-handling model, Medical Connections develops procedures around the way you operate.
Our representatives follow your instructions for how different types of calls should be handled, who should be contacted, when a situation should be escalated and what should happen next.
As your organization changes, we can adapt with you.
Your calls. Your protocols. Our people.
Experience You Can Depend On.
Serving Healthcare Since 1989.
Experience in this business isn’t measured simply by how long a company has existed. It’s what you learn along the way.
More than three decades of healthcare communication have given Medical Connections experience with changing technology, increasingly complex healthcare organizations, evolving patient expectations and countless variations in how providers want their calls handled.
We’ve grown and changed with the industry while remaining focused on the same fundamental responsibility:
Make sure the right information reaches the right person when it matters.
A Culture of Accountability
Medical Connections was founded in Dallas in 1989 by Sylvia Peppard, R.N., with the belief that healthcare organizations deserved an answering service that understood the responsibility involved in handling patient calls.
Today, under second-generation ownership, that sense of personal responsibility remains part of how we operate.
We’re independently owned, which allows us to remain close to our clients, responsive to their needs and personally invested in the quality of the service we provide.
When you trust Medical Connections with your calls, you’re also trusting us with your patients and your organization’s reputation.
We don’t take that responsibility lightly.
Reliability Isn't Optional.
Healthcare communication doesn’t have the luxury of simply trying again tomorrow.
Medical Connections operates 24 hours a day, 365 days a year with redundant telecommunications and infrastructure designed to keep our operation available when our clients need us.
Our systems support secure messaging, customized routing, on-call communication and the procedures our representatives rely on every day.
99.99% Uptime • HIPAA/HITECH Compliant • 24/7/365 Operations
Anyone Can Answer a Telephone.
The Difference Is What Happens Next.
Who answers.
How they respond.
Whether they understand the situation.
Whether they follow your procedures.
Whether the right person receives the information.
And whether someone takes responsibility for making sure the job is done right.
That’s Medical Connections.
Experience the Difference People Make.
Whether you’re considering a new answering service, looking for better after-hours communication or need additional support for your existing staff, we’d welcome the opportunity to learn about your organization.
Let’s start with a conversation.
