Clinical Governance
Evidence-based triage, defined escalation paths, and documentation workflows built for consistency.
See our clinical governance
Enterprise Healthcare Operations
Clinical call center services, built for healthcare operations
Octiva supports FQHCs, community health centers, primary care groups, and multi-site healthcare organizations with clinically sound coverage, auditable documentation, and operationally disciplined workflows.
HRSA-aligned 30-minute clinical response
US-based clinical operations
Schmitt-Thompson protocols
EMR-connected documentation
Core Services
The After-Hours Program: complete provider and clinician coverage
Our flagship offering provides comprehensive coverage during evenings, weekends, and holidays. We operate as a virtual extension of your care team - white-labeled under your branding and workflows.
When your office closes, your patients still need care. Support specialists answer every call first, our 100% US-based registered nurses deliver evidence-based telephone triage, and every encounter is documented directly in your EMR.
- Evenings, weekends, and holidaysCoverage begins when your office closes and continues until it reopens
- Schmitt-Thompson triage protocolsEvidence-based telephone triage delivered by registered nurses
- Individual audited EMR loginsEvery encounter documented in your EMR under auditable, individual access
- Daily call logs and portal reportingLeadership visibility into every after-hours encounter, every morning
Operational Standards
Designed for clinical, operational, and compliance leadership
Octiva is structured for organizations that need dependable service continuity, auditable workflows, and cleaner handoffs across intake, triage, escalation, and follow-up.
Configurable Workflows
Routing, provider escalation, follow-up ownership, and patient communication can be aligned to your operating model.
Leadership Visibility
Reporting, daily logs, and performance metrics help leaders monitor continuity, response times, and service quality.
Program Structures
Flexible operating models for independent clinics, group practices, and enterprise healthcare organizations with different escalation and staffing needs.
After-Hours Packages
Three ways to structure your after-hours coverage
Keep your own providers on call, hand it all to Octiva, or add a dedicated team with quarterly business reviews - the clinical standards stay the same at every tier.
Nurse Triage
Ideal for organizations that want to keep their own providers on call while outsourcing nurse triage.
- Non-clinical support specialists
- Registered nurse triage
- EMR documentation
- Daily call logs
- Not included: Provider support (use your own)
- Not included: Appointment scheduling
Complete Coverage
Truly hands-off after-hours coverage with full provider escalation support.
- Non-clinical support specialists
- Registered nurse triage
- Octiva provider support
- EMR documentation
- Daily call logs and reporting
- Not included: Appointment scheduling
White-Glove Service
Full-service solution with a dedicated team, scheduling, and quarterly business reviews.
- Non-clinical support specialists
- Registered nurse triage
- Octiva provider support
- Appointment scheduling
- Dedicated clinical team
- Quarterly business reviews
How Escalation Works
The right level of clinical expertise, on every call
Every call is answered first by a trained support specialist and escalates only as clinically necessary - so your providers hear from us only when it matters.
Level 1
Support Specialists
Handle initial call intake, appointment scheduling, general inquiries, hours of operation, and warm transfers to clinical staff.
Level 2
Registered Nurses
100% US-based registered nurses - never LVNs or medical assistants - with acute and primary care backgrounds, providing Schmitt-Thompson protocol-driven triage.
Level 3
Medical Providers
Octiva physicians and nurse practitioners for escalated cases requiring diagnosis, treatment, or prescriptions, paired with the same team's nurse triage.
Three levels of care. One team. The full ladder, intake through provider, under one umbrella.
Option 1
Your providers on call
Keep your own providers on call for escalations. Octiva support specialists handle intake, our registered nurses triage, and clinical escalations go straight to your on-call provider.
RN triage → your on-call provider
Option 2
Octiva providers take the call
Fully hands-off coverage. Octiva physicians and nurse practitioners handle every provider-level escalation, and your team reads complete documentation in the EMR.
RN triage → Octiva MD / NP
Option 3
Hybrid routing by specialty Popular choice
Octiva providers take all escalations except OB. Given the nature of obstetric patients, many partners keep their own OB providers on call - our nurses route each call accordingly. How OB/GYN routing works.
OB → your provider • all else → Octiva
Routing is configured per partner during implementation and can change as your coverage needs change.
Daytime Services
Extend your front office during business hours
A separate program for organizations seeking support during regular business hours - ideal for overflow, backup triage, or primary daytime call handling.
Our daytime program complements your in-office staff by handling clinical calls in real time. The same US-based RNs triage symptomatic or urgent concerns, educate patients, coordinate care, and escalate to your providers only when needed.
- Helps shorten patient wait timesCalls are answered while your front desk stays focused
- Frees your in-office staffTeams concentrate on in-person visits, not the phone queue
- Helps improve same-day access metricsUrgent concerns are triaged and routed in real time
- Helps reduce care leakageFewer avoidable visits to urgent care or the ED
Daytime Packages
Four coverage models for business hours
From simple call routing to a complete daytime call center with provider escalation - choose the level of support your operation needs.
Basic Call Routing
Non-clinical support for message taking, call routing, and general inquiries.
- Message taking
- Call routing
- Not included: Clinical triage
Triage Only
RN telephone triage during business hours with Schmitt-Thompson protocols.
- RN triage
- EMR documentation
- Not included: Scheduling
Intake & Triage
Support specialists plus RN triage with complete patient intake.
- Patient intake by support specialists
- RN triage
- EMR documentation
Full Package
Complete daytime call center with scheduling and provider escalation.
- Everything in Intake & Triage
- Appointment scheduling
- Provider escalation
Specialty Services
Tailored support for specialized care
Some patient populations need more than general triage. Each program is scoped to its setting - clinical triage for home health and OB/GYN, refill processing, and non-clinical call intake for hospice.
Home Health Coverage
After-hours support for home health patient populations, with clinical staff experienced in managing calls from patients receiving in-home care.
Home health after-hours triageHospice Call Intake
Non-clinical intake only. Support specialists answer hospice after-hours calls under your brand, document them, and route them to your own clinical team per your protocols.
OB/GYN Support
Clinical triage support for obstetric and gynecological concerns, available as part of your after-hours coverage package.
OB/GYN after-hours triageMedication Refill Processing
Processing of routine medication refill requests as appropriate, with complete EMR documentation for provider review.
Reporting & Oversight
Visibility your leadership team can act on
Operational leaders need visibility as much as integration. Octiva supports ongoing monitoring with practical reporting and service metrics.
- Dedicated customer portalReal-time data on call activity and dispositions
- Daily call logsPatient engagement metrics and disposition tracking, delivered daily
- Monthly reportingVolume trends, wait times, and abandonment rates for leadership review
Every clinical interaction is also documented directly in your EMR - direct AthenaOne and eClinicalWorks integrations are live now.
Explore EMR integrations85%Calls answered within 45 seconds
30 minNurse callback commitment
1.23M+Total calls handled
24/7Coverage, 365 days a year
Implementation
Structured implementation with operational rigor
Our typical launch takes 45-60 days, with clear discovery, integration, validation, and go-live governance built into the process.
Discovery & Workflow Design
We align call flows, escalation paths, patient populations, and reporting requirements.
Integration & Access
Phone system integration, EMR access, routing rules, and provider configuration.
Validation & Training
Protocol customization, portal setup, testing, and operational readiness review.
Go-Live & Optimization
Launch oversight, early monitoring, and workflow refinement after activation.
Tele-ICU Program
Critical care capabilities, around the clock
For hospitals and health systems, our Tele-ICU program extends your critical care reach with board-certified intensivists and experienced critical care nurses.
- 24/7 intensivist coverageBoard-certified intensivists and clinical decision support
- Proactive monitoringEarly intervention from experienced critical care nurses
- Quality metrics and outcomes reportingMeasurable results your quality team can review
- Monitoring model scoped in discoveryData feeds, staffing model, and intervention workflow are defined with your team during implementation
FAQ
Questions practice administrators ask us
Straight answers on response times, documentation, staffing, and implementation.
How quickly are after-hours calls answered?
Our service level standard is 85% of calls answered within 45 seconds, with a 30-minute nurse callback commitment. For health centers with HRSA requirements, our workflows support an HRSA-aligned 30-minute clinical response.
How does documentation get into our EMR?
Every encounter is documented directly in your EMR using individual audited logins. We document into 50+ EMR systems, including Epic, OCHIN Epic, AthenaOne, eClinicalWorks, NextGen, and MyUnity (Netsmart). Direct AthenaOne and eClinicalWorks integrations - both built on FHIR APIs - are live now.
Who answers our patients' calls?
A team working in three tiers: support specialists handle intake and scheduling, 100% US-based registered nurses provide Schmitt-Thompson protocol-driven triage, and US-based physicians and nurse practitioners handle escalated cases. Bilingual English and Spanish support is available, with translation support for other languages.
Can we keep our own providers on call?
Yes. The Basic package covers nurse triage while your own providers remain on call for escalations. The Standard and Premium packages add Octiva provider support, and routing can be hybrid by specialty - many partners keep their own OB providers on call while Octiva providers take everything else.
How long does implementation take?
A typical launch takes 45-60 days across four phases: discovery and workflow design, integration and access, validation and training, and go-live and optimization.
How will we know the service is performing?
You get daily call logs, a dedicated customer portal with real-time data, and monthly reporting on volume trends, wait times, and abandonment rates. Quality assurance includes live call audits, recorded call reviews, anonymous call audits, and performance metrics tracking.
Get Started
Let's talk about your coverage needs
Every practice is different. Schedule a discovery call to learn how Octiva can customize after-hours, daytime, and specialty coverage to support your patients and staff.
BAA signed with every customer • No long-term contracts • 30-day pilot available