Front Office Staffing for Medical and Dental Practices
We provide qualified, HIPAA compliant customer service agents dedicated to your practice. Your agent works in your scheduling system during your office hours, answering calls, booking appointments, verifying benefits and calling back the patients who slipped off your schedule. Most hold clinical or allied-health credentials, including licensed nurses, and every one is background checked before we place them.
HIPAA certified · BAA signed · QA monitored · No contract · (908) 552-5046
How the model works
We carry the recruiting, screening, compliance training and payroll. Your practice keeps control of how the work actually gets done.
1. We recruit and credential
We source candidates from clinical and allied-health backgrounds, verify their credentials, run background checks and put them through HIPAA certification and our front office program before you see a résumé. They go on our payroll, not yours.
2. They work under your direction
Your agent logs into your EHR or practice management system and works your office hours. Your office manager trains them on your protocols, sets their priorities and supervises the work, the same as with any front desk hire.
3. You pay one hourly rate
One flat hourly rate per agent, invoiced bi-weekly in line with our pay schedule. No recruiting fee, no setup cost, and none of the payroll taxes or benefits load that come with a local hire. Adjust hours or end the engagement with 30 days’ notice.
A missed call is a missed appointment
Front office work is everything that surrounds the appointment: the inbound call, the schedule, the benefit check, the confirmation, the follow-up. Your front desk is doing all of that while checking in a lobby and working an insurance portal, so something gives, and it is usually the phone. The calls that roll to voicemail are new patients, reschedules and overdue recalls, which is production your schedule never sees.
Calls answered live
New patients reach a person on the first ring instead of a voicemail box they never call back.
Openings refilled
Same-day cancellations get worked down your waitlist while your team stays with the patient in the chair.
Overdue patients called
Recall and unscheduled treatment lists get worked every week, not whenever the front desk finds a spare hour.
The four roles we staff
Staff one role, or build a small crew that covers all four. None of it is clinical work. Anything a patient asks that needs a nurse or a doctor goes straight back to your team.
Phones and scheduling
Answers calls, books appointments and confirms tomorrow’s schedule. Where most practices start.
Insurance and paperwork
Checks insurance coverage before visits, handles new patient forms, records requests and referrals.
Calling patients back in
Works through your list of patients who are overdue or never scheduled the treatment you recommended, and books them.
Dental front desk
Built around dental scheduling: hygiene recall, treatment follow-up and benefit breakdowns.
The part your compliance officer will ask about
Handing patient information to an outside team is the piece practices worry about, and they should. Here is how we handle it, and who we put on your phones.
HIPAA training, documented
Every agent completes formal HIPAA Privacy and Security training and holds a current certificate before placement, refreshed annually. We keep the training records, exam scores and signed confidentiality acknowledgments for everyone on our roster and hand them over whenever your practice asks.
A signed Business Associate Agreement
We execute a BAA before your agent touches a chart. It covers permitted use of protected health information, breach notification and our safeguards. You set the access level inside your own system and can revoke it at any moment.
Vetted before you meet them
Credential verification, criminal background check, English and Spanish fluency assessment and a live phone evaluation, all finished before a candidate reaches your interview. Most of our agents hold clinical or allied-health credentials, including licensed nurses and certified medical assistants, and they work from secured, supervised workstations.
Monitored while they work
We review call recordings and work activity to check compliance, measure performance and confirm your agent is working the hours you are billed for. If the standard slips we coach them, and if that does not fix it we replace them at no extra cost.
Where the line sits
Clinical credentials make our agents better at administrative work. They do not widen the scope of that work. Open Line agents do not triage, advise on symptoms or medications, or practice in any capacity, and anything needing clinical judgment goes straight to your licensed staff. That is written into every placement agreement.
Getting started
We do the hiring, training and paying. You do the managing, the same as with anyone else on your team. Most practices are up and running within 3 to 5 business days of signing.
Tell us what you need
A 15-minute call about your call volume, the hours you need covered and which part is hurting most.
Meet your candidates
We send people who are already screened, background checked and HIPAA certified. You interview them and pick who you want.
They start working
You train them on your system and your rules. They work your hours. We handle their pay, and if the work is not up to your standard we replace them inside 3 to 5 business days.
One flat hourly rate per agent
You choose the coverage and we invoice bi-weekly for the hours worked. That rate covers sourcing and vetting the agent, HIPAA training, quality monitoring and free replacement, with none of the payroll taxes, benefits or workers’ comp that sit behind a local hire.
Part-time coverage
For practices that need help through the busiest hours, or someone dedicated to the recall list.
Full-time coverage
Your whole week covered by the same agent, on your office hours.
More than one agent
Add agents as your call volume grows. Raise or lower hours anytime with no penalty.
Questions we get first
How do you handle HIPAA compliance?
Every agent is HIPAA certified before placement and we sign a BAA with your practice. We keep the training records and confidentiality acknowledgments on file for you, and you control system access the whole time.
Who manages them day to day?
Your practice does. We handle sourcing, credentialing, payroll and replacement. Your office manager trains them on your protocols and sets their priorities, the same as with any team member.
Will they work in our EHR or practice management system?
Yes, whatever system you already run. You create their login and set the permission level, so they see only what the job requires.
What does it cost?
One flat hourly rate per agent, no setup fee and no contract. The rate is on our pricing page, and we will scope the hours you actually need on the call.
Find out what your phones are costing you
Fifteen minutes on your call volume and hours. If an agent would not pay for itself in your practice, we will say so.
Front Office Roles We Staff
Four roles, each with a defined scope. Staff one, or combine them into a small crew as your volume grows. The scope stays administrative in every case: anything needing clinical judgment goes straight to your licensed staff.
Phones and scheduling
Best for: practices whose phones ring more than the front desk can keep up with.
- Answers the phone and books the appointment
- Books new patients with the right provider in the right slot
- Calls and texts to confirm upcoming appointments
- Handles reschedules and fills cancellations from your waiting list
- Clears voicemail, texts and portal messages daily
- Routes anything clinical straight to your staff
Insurance and paperwork
Best for: practices where checking coverage and chasing forms eats half the morning.
- Confirms eligibility and coverage with the carrier before the visit
- Collects new patient forms and enters their information
- Requests records from other offices and updates charts
- Sets up referrals and books specialist visits
- Takes refill requests and passes them to the provider
- Books follow-ups once lab or imaging results come back
Calling patients back in
Best for: practices sitting on a list of overdue patients nobody has time to call. Usually the role that pays for itself fastest.
- Calls patients who are past due for a visit and books them
- Follows up with patients who never scheduled treatment you recommended
- Reactivates patients you have not seen in a year or more
- Calls patients after their visit to check in and rebook
- Gets no-shows back on the schedule
- Sends you a weekly count of calls made and appointments booked
Dental front desk
Best for: dental offices. The same work, shaped around how hygiene schedules and dental benefits run.
- Books cleanings and keeps the hygiene schedule full
- Follows up on treatment plans patients haven’t scheduled yet
- Checks dental insurance and writes up what’s covered
- Fills holes in tomorrow’s schedule
- Coordinates referrals to oral surgery, ortho and other specialists
- Works inside the software you already use
Not sure which role you need?
Tell us which queue is hurting most and we will scope it on the call.
Practices We Staff
Agents are trained by specialty, so they arrive knowing your visit types, terminology and scheduling logic. The tags under each practice type are the work an agent would take off your desk. If yours is not listed and it runs on appointments and a phone, we can still staff it.
Dental practices
Primary care
ENT
Dermatology
Orthopedics
Podiatry
Optometry & ophthalmology
Mental health
Medical spas
Aesthetics & injectables
Multi-location groups
Not seeing your specialty?
Tell us how your schedule works and we will tell you honestly whether we are a fit.
How It Works
We act as the employer: sourcing, credentialing, HIPAA training, payroll and replacement. Your practice directs the work. Here is the process and exactly who owns what.
Scoping call
Fifteen minutes on your call volume, the hours you need covered, your software, and which queue is costing you the most.
Candidates, your pick
We present candidates matched to your specialty, hours and software, already credential verified, background checked and HIPAA certified. You interview and choose, often within 24 hours.
Onboarding and go-live
Your office manager trains them on your system, protocols and scheduling rules, then sets their priorities. They work your hours inside your software from a secured workstation.
Who does what
Open Line Health handles
- Sourcing, credential verification and background checks
- HIPAA certification, refreshed annually
- Front office training: terminology, scheduling logic and phone skills
- Payroll, equipment, secured workstation and time tracking
- Quality assurance: monitoring recordings and work activity
- Replacing them free, with a transition inside 3 to 5 business days
- The Business Associate Agreement and compliance documentation
Your practice handles
- All training on your systems, software and daily operations
- Creating their login and deciding what they can see
- Telling them what to work on each day
- Your phone scripts, appointment types and scheduling rules
- Answering any medical question they pass to you
- Feedback so we can coach them or swap them out
Want to see who we would match you with?
No pitch deck. Just a conversation about your phones and your schedule.
One Flat Hourly Rate Per Agent
No setup fee, no recruiting fee, no contract. You tell us the coverage you need and we invoice for the hours worked. Everything below comes at the same rate, whether your agent is on the phones, verifying benefits or working your recall list.
The work a Open Line Health agent can take on
Your practice sets the scope. Most start with the phones and expand as the agent learns your operation.
Phones and scheduling
Inbound patient calls answered live, appointments booked, reschedules and cancellations handled, voicemail and portal messages cleared.
Confirmations and follow-up
Confirmation calls and texts ahead of each day, no-show follow-up, and same-day cancellations backfilled from your waitlist.
Recall and reactivation
Standing outbound calls to patients who are overdue, never scheduled recommended treatment, or haven’t been seen in over a year.
Insurance verification
Eligibility and benefits confirmed ahead of the visit and documented wherever your team expects to find it.
Intake and records
New patient forms and demographics collected, records requested from other offices, referrals coordinated.
Outbound campaigns
Seasonal outreach, membership or package renewals, waitlist calls and any list your practice wants worked on a schedule.
What the rate covers
Sourcing, interviewing and vetting
We recruit, screen and interview the candidates, and validate their experience, fluency and phone ability before anyone reaches you. You meet the finalists and decide who joins your practice.
HIPAA compliance training
Every agent completes formal HIPAA Privacy and Security training and holds a current certificate before placement. We retain the training records and signed confidentiality acknowledgments and provide them to your practice on request.
Quality assurance monitoring
We review call recordings and work activity to check compliance, measure performance and confirm your agent is working the hours you are billed for. Problems get coached or escalated before they land on your desk.
Replacement guarantee
If the quality of work is not up to your standards, give us notice and we will source a replacement and transition them in within 3 to 5 business days, at no additional fee. No penalty and no gap in your coverage.
What we provide, and what stays with your team
Worth being clear on this up front, because it is the part that decides whether the engagement works.
Open Line Health provides
- Competent, vetted and qualified agents ready to work
- Sourcing, interviewing, hiring and credential validation
- HIPAA compliance training and certification
- Payroll, equipment and a secured workstation
- Quality assurance monitoring of recordings and activity
- Free replacement within 3 to 5 business days
Your practice provides
- Training on your systems, software and daily operations
- Your scheduling rules, visit types and phone scripts
- System logins and permission levels
- Day-to-day direction and priorities
- Answers to anything clinical the agent routes to you
- Feedback so we can coach or replace
One thing we do not do
We do not train agents on your operations or your systems. Every office runs differently, and nobody outside your walls knows your protocols, providers and scheduling logic the way your team does. What we hand you is a vetted, qualified agent with the fundamentals already covered, front office training, phone skills and HIPAA certification, ready for your team to bring up to speed like any new hire.
How invoicing works
Invoiced bi-weekly
We invoice your practice every two weeks, in line with our agent pay schedule. Hours worked, clearly itemized, with no surprise line items.
You see the hours
Time tracking and activity reporting come standard, so the hours on the invoice are hours you can verify independently.
No lock-in
No setup fee and no long-term contract. Adjust hours, add an agent or end the engagement with 30 days’ notice.
Let us scope what you actually need
Tell us your call volume and the hours you want covered, and we will put a real number on it.
Frequently Asked Questions
The questions that come up on nearly every call. Anything we have not covered, reach us at (908) 552-5046.
What exactly does Open Line Health do?
We recruit, credential, HIPAA-certify and employ remote front office agents, then place one with your practice. They work in your scheduling system during your office hours: answering calls, booking and confirming appointments, verifying benefits, handling intake and working your recall lists. Your office manager directs their day. We handle employment, compliance, monitoring and replacement, for one flat hourly rate with nothing layered on top.
Is this an answering service?
No. An answering service routes your calls to whoever is on shift that day and takes a message. You get one assigned agent who works only for your practice, knows your providers, visit types and scheduling rules, and books directly in your system.
Where are the agents located, and what are their qualifications?
Our agents work remotely from supervised facilities overseas, on your local time zone. Most hold clinical or allied-health credentials, including licensed nurses and certified medical assistants. All are fluent in English and Spanish, credential verified, background checked and HIPAA certified before placement.
How fast can I get started?
We can put a pre-vetted candidate in front of you in as little as 24 hours, and most practices go live within 3 to 5 business days of signing, once onboarding on your systems is done.
Is this HIPAA compliant?
Every agent completes formal HIPAA Privacy and Security training and holds a current certificate before placement, refreshed annually. We sign a Business Associate Agreement with your practice and keep training records and signed confidentiality acknowledgments on file, available to you on request. You control system access and permission levels and can revoke them instantly.
Who manages them day to day?
You do, the same as any team member. We handle recruiting, training, payroll, monitoring and replacement. Your office manager directs the work and sets priorities.
Will they work in our software?
Yes, whatever EHR, EMR or practice management system you already run. You create their login, set their permission level and train them on your workflows during onboarding.
Will they work my time zone?
Yes. We align their schedule to your office hours, including early mornings, evenings and Saturdays if that is when your phones ring.
Can I choose who I work with?
Yes. You interview the candidates and pick who fits your practice. You get the same person every day, not a rotating pool.
How does billing work?
One flat hourly rate per agent, invoiced bi-weekly in line with our agent pay schedule. Hours worked are itemized and you can verify them against the time tracking. No setup fee, no minimum contract length, and you can cancel anytime.
Can I scale up or down?
Anytime. Add hours, add agents or reduce coverage with no contract and no penalty.
What if it isn't a fit?
Cancel anytime. If an agent is not working out, give us notice and we will source a replacement and transition them in within 3 to 5 business days, at no extra cost.
Can an agent answer clinical questions?
No. Clinical credentials make our agents better at administrative work, but the scope stays administrative. They do not triage, advise on symptoms or medications, or practice in any capacity. Anything needing clinical judgment goes to your licensed staff, and that boundary is written into every placement agreement.
Still have questions?
Bring them to the call. No pitch deck, no pressure.
About Open Line Health
We named the company after the thing practices keep telling us they are missing: a line that is actually open. Calls go to voicemail, recall lists sit untouched, and the people at the desk are too busy with the patient in front of them to chase the one on the phone. Patients feel it first, and the schedule feels it next.
What we are trying to change
Front office outsourcing has a reputation problem, and it earned it. Practices have been sold shared call pools, per-minute billing and agents who read from a script without ever learning the office. We think a remote agent should be a real member of your team: one person, your hours, your software, accountable for whether the schedule fills.
Straight pricing
One hourly rate, published on the site, covering everything we do. No setup fees, no recruiting fees, no minimums buried in a contract and no annual commitment designed to make leaving painful. If you want to stop, you give notice and you stop.
Honest scope
We tell practices plainly what we do not do. We do not train agents on your operations or your systems, and our agents do not touch anything clinical. Overselling scope is how these engagements fail in month two, so we would rather lose the deal than win it on a promise we cannot keep.
Accountable staffing
Placing someone is the easy part. We monitor call recordings and work activity, check that your agent is working the hours you are billed for, and coach when the standard slips. If it still is not right, we replace them. You should never be stuck paying for work you are not getting.
Compliance taken seriously
Every agent is HIPAA certified and background checked before placement, we sign a Business Associate Agreement with every practice, and we keep the records to prove it. Patient information is not something to be casual about, and a practice should never have to take our word for it.
Respect on both sides
Our agents are employed, paid on schedule, and trained before they are placed. A business that treats its people as disposable produces agents who sound exactly that way on the phone, and your patients can hear it.
Where we come from
We built and ran outsourced contact center operations before starting Open Line Health: recruiting agents, training them, monitoring calls, and being measured on appointments set rather than minutes billed. That is the standard we brought to healthcare front offices, minus anything clinical. Based in New Jersey, serving practices nationwide.
Want to talk it through?
Fifteen minutes, no pitch deck, no pressure either way.
Talk to Us
Fill this out and we will call you back within one business day to set up a 15-minute conversation, and come to it with a real answer on hours and cost. Prefer to call? We are at (908) 552-5046.
What happens next
1. We call you back
Within one business day, at a time that works for you.
2. We scope it together
Fifteen minutes on your call volume and hours, and an honest answer on whether this pays for itself.
3. You meet candidates
If it is a fit, we send candidates to interview and you pick. Nothing is signed until you say so.
Thanks, we have it.
We will be in touch within one business day to set up a time. If it is urgent, call (908) 552-5046.