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Answering Services
Who We Serve
About
"Takes the worry out of routing after-hours calls."
My name is Cathey Levi. I’m the Practice Manager for the University of Michigan Health Sparrow Orthopedics
UM Health Sparrow serves the Lansing area and the larger region with a Level 1 trauma center, a full-service hospital, and an Orthopedics department capable of handling just about anything orthopedically needed.
As our footprint grew, the after-hours workflow needed to match the complexity of sub-specialties and rotations—so the right provider gets the right call at the right time.
the problem
“Our hospital system didn’t have the ability to create the level of detail we needed on who needs to be called at what time—so calls weren’t routed correctly.”
They couldn't get their information to the right person at the right time. And they didn't want to page a physician for appointment scheduling, but only for escalating pain/urgent issues.
In short, here's what they were missing:
Specific routing rules by sub-specialty, patient need, and rotation
Clear escalation when first-reach fails
Next-day visibility so nothing gets missed
how ambs call center solves the puzzle
Cathey actually had used Ambs Call Center before when they were an independent practice and had good success — so that’s where she looked first
Day-to-day they now experience:
After-hours calls are qualified and routed correctly to the on-call orthopedic provider
Follow-up email the next day lists every call so they can document in their system and assign follow-ups
For rotations, they copy the physician who answered and the patient’s owning physician—so both know what happened
And if there is an error, they look at the routing system together with Ambs, find where it messed up, fix it, and get things back on track.
"The responsiveness is a big thing for me"
Why it matters in ortho: sub-specialty accuracy prevents physician ping-pong, speeds answers for post-op concerns, and preserves provider bandwidth for true urgencies.
Nobody's guessing anymore.
Here's what improved immediately for them:
Correct specialty routing on the first try
Escalation clarity when contact fails
Operational visibility via next-day summaries and documentation
the "Aha!" moment that made you glad you chose ambs
For them, the “aha” moment came the first time something went wrong.
Instead of being stuck in a support loop, they were able to quickly reach a real person—by phone or email—and get a thoughtful response within hours.
Together, they walked through the routing setup, spotted exactly where things had gone off track, and fixed it.
That kind of responsiveness made all the difference and reinforced that choosing Ambs was the right call.
Choose a Worry-Free Answering Service
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.
