Healthcare
The front desk, the nurse line and the after-hours page, all under one BAA
For clinics, practices and health systems. NGVoIP signs a Business Associate Agreement with every healthcare account, keeps PHI encrypted in US regions, and gives your staff the routing a clinic actually needs.
Compliance
A signed BAA, every time
We sign a Business Associate Agreement with every healthcare account before go-live. PHI in recordings, voicemail, transcripts, texts and faxes is encrypted in transit and at rest, in the US region you choose.
Nurse line
After-hours on-call that actually reaches someone
On-call rotations by provider and day. The patient hears a clinical greeting, the on-call provider's personal phone rings with the clinic's caller ID, and if nobody answers in 90 seconds it escalates and logs the attempt.
Texting
Appointment reminders with consent on record
Reminders and recall texts from your main number, with opt-in captured at check-in and STOP honored automatically. We handle carrier registration so the messages deliver. Templates avoid PHI unless the patient has agreed.
EHR
Screen pop in Epic, athenahealth and eClinicalWorks
The patient's chart opens as the phone rings, matched on caller ID or a quick MRN entry. Calls log to the encounter. Click to dial from the chart.
Fax
Fax that is still here, because referrals are
Inbound faxes arrive as encrypted PDFs in a shared inbox, routed by department. Send from the browser or from the EHR. No fax machine, no analog line.
Voicemail
PHI-safe transcription
Voicemail is transcribed inside our US region, never by a third-party service abroad. Transcripts and audio are encrypted and expire on the schedule you set.
- 1Inbound to +1 512 555 0120Caller ID matched to the EHR; chart pops for whoever answers
- 2Schedule check · clinic hours per locationLunch closure 12:00–13:00 → nurse voicemail with callback promise
- 3Menu · "Appointments, Prescriptions, Nurse, Billing"Press 0 at any time for the front desk; Spanish on 9
- 4Queue · Appointments (3 agents)Recorded with consent announcement; callback offered after 2 min
- 5Nurse → triage queue, then on-callAfter hours: rings the on-call provider's mobile; escalates after 90 s
- 6Prescriptions → secure voicemailTranscribed in-region; task created in the EHR inbox
Day to day
Built around how a clinic answers the phone
- Multi-location, one systemEach site keeps its number and hours. Front desks cover for each other and see the same patient on screen.
- Recording with consentAnnounce, record, and keep by rule. Supervisors review calls for training with every access logged.
- Call-back queuesPatients hold their place without holding the line, and the callback shows the clinic's number.
- Provider privacyProviders call patients from the app and the clinic's number shows, never their personal one.
- Reporting for the practice managerCalls by hour, abandoned calls, time to answer, by location, every Monday in your inbox.
- Audit trailEvery configuration change and every recording access, exportable for your compliance officer.
Why domestic matters here
PHI stays in the United States
Your recordings, voicemail, transcripts and texts are stored and processed in Virginia, Texas or Oregon, and nowhere else. Support engineers who may see PHI are US-based employees under the same BAA.
Show us your phone tree
Bring a diagram or a napkin sketch. An engineer will rebuild it in a sandbox tenant while you watch.