24-Hour Nurse Triage

Innovation and experience combine to create our award-winning 24-hour nurse triage service. Registered nurses, available by phone at any hour, provide symptom-based triage to educate callers and direct them to the most appropriate level of care.

We call it CareSource 24. You can customize it for your organization to increase performance, improve service and reduce costs.

CareSource 24 was born out of CareSource’s experience successfully serving the unique needs of Medicaid consumers in Ohio for more than a decade. Our insights provide a fresh approach to a standard service like nurse triage.

We set ourselves apart from the rest with:

• A Medicaid focus
• Experienced staff
• Leading-edge technology
• An integrated approach to service

Improve consumer satisfaction, health outcomes, and your bottom line with the following benefits of our 24-hour nurse triage service.

Unparalleled service

• Health education promotes preventive care and better understanding of health care needs
• Over 95 percent of calls are answered within industry-standard timeframes
• Clinical decision-support software incorporates nationally recognized, physician-developed standards
• Comprehensive quality assurance program; URAC-accredited health call center
• Integrated services help callers maximize their health plan benefits
• State-of-the-art systems and software

Flexible options

• Easy-to-understand statistical reports track the decision-support information you need
• Promotional support and the ability to brand the service with your corporate name can provide a seamless, professional image

Experience

• Currently serving more than 500,000 Medicaid consumers in Ohio and Michigan
• R.N. staff with an average of 24 years of nursing experience and varied clinical backgrounds
• Multi-lingual services available
• Knowledge of the unique needs of Medicaid populations
• Experience working in regulatory environments

Exceptional value

The return on investment can be dramatic. For example, in just one year, nearly 60 percent of CareSource callers who said they would have gone to the emergency room were directed to a more appropriate level of care.

With average emergency room charges over $200 per visit, the result is a cost savings of over $1 million.

Actual CareSource ROI in Ohio in a one-year period:

    10,224           — Total callers planning to go to the ER

      5,919          — Callers directed to a more appropriate care setting

x $220.48          — Average cost of ER visit

$1,305,021.12    — Total cost savings

Proven results

• Decreases unnecessary ER visits; callers seek more appropriate care for their needs
• Improves consumer satisfaction
• Survey results:
  • 98.9 percent of consumers are satisfied with the service
  • 99.5 percent would use the service again in the future
  • 99.0 percent said the instructions they received were easy to follow

Callers are saying. . .
“Thank you for listening to my symptoms. The nurse suggested I go to the ER. I ended up having emergency surgery. She saved my life.”

“The ER doctor who saw me said if I had waited another 12 hours to be seen I would have lost my vision from the eye infection.”

“As a single parent, the hotline is a great help.  It makes me feel not alone.”

“The nurse saved my life because I probably would not have called 911. When they arrived, they were preparing to do life-saving measures.”

“I have five children and I really appreciate this service. If I couldn’t call, I would have to wait two to three weeks for a doctor appointment to get this information.”

“I was having a lot of problems when I quit taking my medicine. When I called, a nurse gave me information about the drug I was taking. She really helped me understand my disease and why it is important to see my primary care provider.”

“I called because I had concerns about my pregnancy. All my questions were answered. And I was relieved to know I could call a nurse any time during my pregnancy. Thank you.”