For hospice & palliative care agencies
A Hospice Answering Service With the Composure Your Callers Deserve
When a family calls a hospice at 2 a.m., the voice that answers matters. Our agents answer live in your agency's name — calm, unhurried, and trained on your protocols. We provide non-clinical support only: urgent clinical calls are escalated to your agency's on-call clinician per your protocol, immediately and with full documentation. We carry the phones, the messages, and the paperwork — your team carries the care.
Quick Answer
SS Support Network runs a compassionate, non-clinical answering service and back office for hospice and palliative care agencies — live agents who answer in your agency's name around the clock, relay on-call messages accurately, capture referrals and intake, make gentle family follow-up calls, and support billing. It's built for agencies whose after-hours line reaches grieving families, discharge planners, and on-call nurses who all deserve a calm, capable voice instead of a switchboard. Support is strictly non-clinical: agents never give clinical advice, and urgent clinical calls are escalated to your on-call nurse or clinician by your protocol, immediately and with documentation. Everything runs inside your existing systems under a signed BAA, following your escalation tree and tone standards. A trained team typically costs 35–70% less than staffing the same hours in-house (SS Support Network operations data).
The after-hours weight
How does SS Support Network support hospice agencies?
Most hospice after hours call services treat the night shift like a switchboard: take a number, page someone, move on. But your callers are families in the hardest week of their lives, discharge planners with a referral that can't wait, and on-call nurses who need accurate messages — not fragments. Every one of those calls deserves a person who has time for it.
That's what we staff for: a palliative care and hospice answering service built on patience, precise hospice on-call message relay, and escalation that follows your rules exactly. Your on-call clinician is woken when your protocol says so — never left guessing what the caller actually said.
- After-hours, weekend & holiday answering in your agency's name
- Calm, unhurried handling of family and caregiver calls
- Urgent clinical calls escalated to your on-call nurse or clinician immediately, per your protocol
- On-call message relay — complete, documented, time-stamped
- Referral and intake calls captured live and routed to admissions fast
- Gentle follow-up calls to families, using your scripts and your timing
- Hospice billing support — claims, denials, and aging worked daily
- Intake packets, records requests, and admin prepared between calls
What we run for hospice agencies
What does an outsourced hospice back office include?
The agent relaying a 2 a.m. message works from the same account notes as the person following up with a family or working a claim. One team, one standard of care for every interaction that isn't clinical.
Hospice After-Hours Call Service
Live, HIPAA-trained agents on every call, day and night — families, facilities, referral sources, and your own field staff — with escalation and message relay that follow your protocol to the letter.
- Answering in your agency's name
- On-call message relay, documented
- Clinician escalation per your protocol
- Referral & intake capture
Family Follow-Up Calls
Scheduled, gentle check-in and follow-up calls made from your scripts — so families are heard without stretching your team thinner.
Follow-up callsHospice Billing Services
Claims submitted on time, denials worked, and aging kept short — billing support run by the same accountable vendor answering your phones.
BillingHospice Virtual Assistant
Hospice intake support behind the scenes: intake packets prepared, records requests handled, compliance documents kept current.
Virtual assistantThe proof
Built on 2+ years running a complete healthcare back office
Since 2020 we've run round-the-clock phones, scheduling, and billing for US healthcare operations — including a flagship client that handed us their entire back office and grew from one state to multi-state over 2+ years. The same coverage discipline, applied to your after-hours line and your on-call roster — with the tone hospice calls require.
- Every inbound call answered live, 24/7
- Escalations run by the client's protocol
- Billing run end-to-end
- 1 state → multi-state · 2+ years retained
We work inside your hospice platform
SS Support Network is an independent company and is not affiliated with or endorsed by any software vendor named above. We train on your platform during onboarding — you don't change anything.
Common questions
What hospice administrators ask us first
No — and we are explicit about it. SS Support Network provides non-clinical support only. When a caller reports symptoms, pain, or anything clinical, our agents follow your protocol and escalate immediately to your on-call nurse or clinician, documenting the hand-off. Clinical judgment stays with your team, always.
Every call is answered live, documented, and relayed through your escalation tree — urgent clinical calls to your on-call clinician immediately, routine matters batched by your rules. Your on-call staff receive complete, accurate messages with call-back numbers, not fragments, and nothing that shouldn't wait until morning ever does.
Yes. Hospice referrals are time-sensitive and emotionally heavy. We answer live, gather what your intake packet requires, and escalate to your admissions team fast — because a family or discharge planner who reaches a warm, capable voice on the first call is one your agency is far less likely to lose.
With time and patience. Agents assigned to hospice accounts are selected and coached for composure: no rushing, no scripts read at speed, no bouncing between holds. They listen, document carefully, and follow your guidance on tone — so families feel your agency's compassion on every call, including at 3 a.m.
Yes. Every agent completes HIPAA training before touching your account, we sign a Business Associate Agreement, and access to patient information is role-based and logged. We work inside your systems rather than exporting data, so records stay where they belong — under your agency's control.
Yes. The same operation that answers your phones can submit claims, track them to payment, work denials, and keep aging under control. Hospice billing services run during business hours while answering runs around the clock — one vendor and one point of accountability for both sides of the house.
Typically 35–70% less than the fully-loaded cost of staffing the same hours in-house, based on SS Support Network operations data. An on-call coordinator covers one phone and burns out; a trained team covers whatever hours you need, with documented relay and backup included in the price.
You'll receive a written operations audit within 1 business day of contacting us, and most agencies go live within 5–10 business days of kickoff. Onboarding covers your escalation tree, your on-call roster, your intake requirements, and your tone standards before we answer a single family's call.
Agency-specific question? Call +1 (657) 777-0006 — 24/7.
Keep exploring
Related services for hospice agencies
Home Care & Home Health
Answering, scheduling, and billing for home-based care — the sister page many hospice operators also run.
Explore
Follow-Up Calls
Scheduled outbound calls made with care, from your scripts, on your timing.
Explore
Billing Services
Claims, denials, and aging worked daily by the same vendor on your phones.
ExploreFree operations audit
Find out what compassionate coverage should cost your agency
Tell us your census, your on-call structure, and where the phone weighs heaviest — you'll get a written plan with real pricing within 1 business day.
Or call +1 (657) 777-0006 / WhatsApp — 24/7.
