Contact Center Services

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.

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
a woman with curly brown hair and scrubs answers the phone at a desk.

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

Learn more about Children’s Minnesota Physician Access