The Children’s Health Network Contact Center has an award-winning nurse triage and answering service established in 1996 to guide patient families to the appropriate level of care. Telephone triage has proven to be a critical component of demand–management healthcare systems, and has reduced both out-of-pocket expenses and ED visits.

Subscribers benefit from the Contact Center, whose mission is to optimize access to healthcare for children, adults, & families by providing the most innovative and exceptional healthcare contact center experience.

Nurse taking a call

Nurse Triage

  • Available 24/7/365.
  • Nurses licensed in Minnesota, California, Wisconsin, and West Virginia.
  • Nurses have an average of 18 years of experience.
  • Serves a wide variety of clinics, patients, and specialty groups.
  • Over 1.5 million nurse triage calls completed, with no negative outcomes attributed to care advice & disposition.
  • Leadership are AAACN members, with AAACN tools implemented.
  • Clinical oversight by our medical director, a community pediatrician.
  • In addition to following guidelines, nurses use interview strategies and critical thinking to ensure a comprehensive assessment.

Medical Call Center Answering Service

Patient representatives provide answering services for after hours and during business hours so clinic staff can be covered for meetings, in-services, and other outages. They also facilitate communication between clinic staff, as well as between patient families and providers based on clinic protocols.

  • Answers calls live 24/7 for over 80 clinician groups.
  • Determines the caller’s needs and follows clinic specific directives and protocols.
  • Provides emergency backup for unscheduled closures and high volume overflow.
  • On-call schedule management.
  • Customized scripting and paging formats.

Physician access

Children’s Physician Access is the 24/7, live connection to the expertise and assistance within Children’s system for health care professionals.

Learn more about Children’s Physician Access