Call us: (210) 258-5700 | Toll Free: (888) 363-6036

Frequently Asked Questions

How do I sign-up and how soon can we get started?

Signing up for service is simple. We will send you a service agreement, which needs to be filled out and returned. You will also be required to fill out a client information sheet, which provides us with all of the information necessary to build your account. Simply access the Customer Form. Once we have both of these back, we can have most new accounts completed and ready for service in 48-72 hours.

How much does your service cost?

TAS United Medical Exchange is a time-based service. This means that your bill is determined by the volume of calls we manage for you. We offer a variety of plans, each featuring a certain number of minutes per billing cycle. Overage charges apply if you exceed your minutes, but you have the ability to adjust to another plan that better fits your usage at any time. It’s very similar to a cell phone plan in this regard. View our plans.

Do I have to sign a long-term contract?

No. The majority of our clients operate on a month-to-month agreement. We do offer annual agreements if requested. A simple 30-day notice is required if you would like to cancel service.

Am I stuck with the plan I choose?

Not at all. We keep an eye on your usage, especially for our new clients. If we discover that you are going over your minutes, we can adjust your plan up or down to better suit your call demands.

How do I know how many minutes I will need?

An average call lasts between 1-2 minutes. If you have a general idea of how long your calls last and how many calls you normally receive, you can typically multiply that number by two (2) minutes to get a feel for which plan is right for you. Our sales executives have extensive experience with medical practices and can provide you with an approximate cost. Contact our sales team today.

Do you round up to the next minute?

No. And, please be aware that many companies in this industry do just that. So, a 3 second call will count as a full minute on your billing. We do NOT do this! We believe the fairest process is to bill in 6-second increments. A 27 second call would count as a 30 second call on your billing. You can monitor your billing information at any time, 24/7, via our online Client Portal.

How long is your billing cycle?

Our billing cycle is 28 days.

How is our patient data protected?

Nothing is more important than protecting private information. TAS United Medical Exchange provides HIPAA compliant, encrypted messaging for private data transfer and remote disabling if your device is ever lost or stolen. All PHI is stored in a highly secure, Tier-4 data center, eliminating security risks and ensuring that your patients’ data and your practice information is protected. 

Do your agents give medical advice to patients?

Under no circumstances do our agents provide medical advice to patients. If we are asked for such advice, our agents are trained to let the caller know that we can take down their information and have the call returned by a licensed professional.

Are you available 24 hours a day?

Yes, we are available round-the-clock – 24/7/365.

Do you have bilingual agents on staff 24/7?

Yes, our bilingual agents are available 24/7.

Are all of your agents located in the U.S. or will my calls be answered overseas?

We are a Lone Star company. All calls are answered right here in the U.S. by agents in our Texas offices or our newest location in Illinois. 

Do you only answer calls for Texas physicians?

Not at all. While we love working with other Texans, we provide call processing and answering service to medical providers across the United States. We can supply toll-free call forwarding numbers for customers outside of Texas.

Will the caller know that they are talking to an answering service?

Only if you want them to know. Most of our medical clients request that we represent ourselves as part of their practice. We have many clients who ask us to identify ourselves as their practice’s answering service, call center, help desk, or support center. All of your practice’s information will populate on our agent’s screen when a call comes in. They will answer the call with your physician/practice name and follow a script to dispatch the call to your specifications. We are your virtual receptionist, and the caller never has to know that we are a third party. As far as they will know, we are sitting in your office.

Are my messages protected?

TAS United Medical Exchange is proud to offer our medical clients miSecure Messaging, a secure, two-way messaging app. This service provides many benefits for physicians, including: separate work and personal messages; on-call message integration; group messaging; message history; and reporting. 

How do I get my messages?

Message delivery is customized to meet your needs. We can deliver messages via text, email, or phone call. We can even patch the call through to you at a minimal fee. This means that we are actually connecting the caller directly to you while they are still on the line. You also will receive a daily report via email each morning, which breaks down the calls we processed for you during the past 24 hours. And, you will always have access to your messages via our online Client Portal, which you can visit 24/7.

Can you send messages to pagers?

We understand that physicians use pagers because it is often the only device that can receive a signal inside of a hospital. Our messaging platform allows us to have your messages sent via text to your pager within seconds of the end of the call. It’s a great way to stay in touch with your patients, while eliminating the need to ‘check in’ for messages. 

How do I eliminate solicitor calls?

If a solicitor gets through to one of our agents, our agents are specifically trained to get off the phone as quickly as possible. Since solicitation calls can occur until 9 p.m., we encourage our clients to place a front-end greeting on their account to screen them out. There is no charge for this feature, and it reduces your cost of service. The brief, automated message announces your practice name and asks the caller to please hold for an operator. This process will certainly eliminate any wrong numbers or robocalls and will cut out many solicitor calls as well. 

Are there set-up fees or other fees involved with your service?

Yes. We pride ourselves on being very transparent with our fees. There are never any hidden costs associated with our service. Additional costs include the following: 

  • There is a one-time $75 set-up fee for our IT department to program your account information into our database. 
  • We also have a recurring $2.95 data storage fee per billing cycle. All of your data is housed in a highly secure, Tier-4 data center for up to seven (7) years. You will have access to this information via our online Client Portal and can even listen to recordings of calls if necessary.
  • There is a per-patch fee if you request that callers be connected to you live by one of our agents. We tie up two phone lines (one incoming and one outgoing) for an indeterminate amount of time each time we live connect, so the fee is there to protect from overuse. 
  • Finally, a $10 holiday fee will be billed on each of the six (6) major holidays – Thanksgiving, Christmas, New Year’s Day, Memorial Day, Labor Day, and the Fourth of July. We pay our employees double to work these days, so the fee is there for that reason. 
  • There are other add-on services that we offer (secure messaging, toll-free numbers, etc.) that require a fee. Our sales executives will discuss these options with you when determining which plan will best suit your needs. 

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