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Answering Services
Who We Serve
About
"After-hours care can’t wait."
My name is Recobie Williams.
I am the Senior Manager of Clinical Operations at Baylor College of Medicine.
Recobie manages their patient and provider vendor platforms—including their Ambs Call Center integration with QGenda—and I she builds schedules to keep the integration simple but fool-proof.
We serve patients across the Texas Medical Center and partner with St. Luke’s for procedures.
the problem
“We have an in-house call center 7 am – 5 pm, but our doctors take calls across multiple hospitals. There needed to be a solution to make sure consults are delegated after hours.”
Baylor’s footprint means physicians rotate at St. Luke’s, Methodist, the VA, and beyond, so after-hours consults can’t stall.
Historically, messages could pend when an on-call wasn’t listed or reachable. In healthcare, that’s not a nuisance—it’s risk.
Recobie made it a priority that no patient’s care is compromised because an after-hours call sits waiting.
Daytime coverage ends at 5 p.m.—care demands don’t
Multiple hospital sites increase routing complexity
Pended after-hours messages = clinical risk
As a large healthcare organization, Baylor's needs demanded an answering service partner that was serious about the details.
They were searching for a partner that could:
Route to the correct on-call when first attempts fail
Escalate beyond on-call (medical director/manager) with no ambiguity
Mirror QGenda scheduling and honor detailed, department-specific workflows
how ambs call center solves the puzzle
“With Ambs Call Center, there is an escalation workflow”
With Ambs, Baylor’s after-hours calls are answered, qualified, and escalated according to a clear sequence.
When edge cases arise, agents call Recobie—because real-time clarity prevents delays.
Now the team can:
Prevent pending messages with a defined escalation path
Align schedules through Ambs' QGenda integration
Close loops quickly with an accountable contact-of-last-resort
When Baylor evaluated their needs, the must-haves were clear:
24/7 ability to manage provider calls from the hospital
Geographic resiliency (keep answering when Texas weather disrupts)
Hospital + clinical call-management experience
hesitations about ambs call center
Early on, there were questions about pending messages and “what happens next” if no on-call was listed.
But quickly into their partnership with Ambs Call Center, Baylor’s experience has been consistently strong.
The escalation path is understood, followed, and backed by leadership when needed.
With Ambs handling after-hours, Baylor sees:
Fewer pended messages
Plus faster escalations when a contact is missed
Peace of mind
For clinical leaders—clear next steps, no ambiguity
Operational alignment
Workflows, schedules, and escalation trees match reality
Institutional consistency
Departments standardized on one vendor and process
Choose an Answering Service that Cares for Your Patients!
Onboarding is quick and easy—most clients are fully set up in under 5 business days! When you're ready, just follow our simple three-step process below.
Stop Missing Calls Now.
Choose Ambs Call Center.
When you work with us, you can be sure that the experience you receive is always tailored by and for your business' needs.
