Comparing Nurse-Triage Pricing: Key Questions to Ask

Nurse-triage pricing can be complex with various factors that impact your final cost.  It is important to thoroughly review and essential to ask the right questions to grasp the pricing intricacies so that you can confidently compare options and make an informed decision on overall costs for your organization.

What is included in the service?

Begin by understanding the scope of services offered. Does the nurse-triage service provide basic medical advice, symptom assessment, or more comprehensive support? Clarify whether it covers a wide range of medical concerns or specializes in specific areas.

What is the provider’s operational model?

Some nurse triage providers, such as Conduit Health Partners, offer a nurse-first triage operational model in which the patients’ first point of contact is a registered nurse.  However, other providers’ models are unlicensed, with the patient first speaking with an administrative representative and then receiving a call back or transfer from a nurse for clinical advice.  Knowing the service provider’s model not only impacts patient satisfaction and time to advice but has implications for pricing. 

Understanding the operational model and costs depending on how many representatives are involved in a call and the length of call can provide an estimate of the overall costs per call. 

Are there any implementation fees or annual fees?

It is valuable to understand any implementation and ongoing fees.  Some nurse triage companies charge a flat rate, while other providers may charge depending on the numbers of clinicians that are being supported.  Furthermore, others may not charge an implementation fee but charge an annual fee which would impact the long-term pricing for your organization.

Are there any monthly minimum requirements?

Pricing may be impacted depending on monthly minimum requirements.  Monthly minimum requirements may be based on monthly overall spend or call volumes. 

What are the expected per-call expenses?

Nurse triage providers offer various tiers that impact your per-call expenses.  It is valuable to ask the providers you are evaluating how their per-call expenses are structured.  Some may offer you a flat rate per call while others offer a cost for unlicensed representatives and licensed nurses on a per minute basis.  Recognizing that the industry average handle time for nurse triage is 14.3 minutes with clinicians plus two minutes when unlicensed representatives are also used, knowing the per-call structure can help you determine the overall costs.  Assess which tier aligns best with your healthcare needs and budget.

What is the cost for interpreters?

Additional costs should be considered based on your patient’s language needs.  Determine how many languages are available and what are the total costs for the use of interpreters.    

Navigating nurse-triage pricing requires diligence and clarity. By asking the right questions and seeking transparent information, organizations can make informed decisions that align with their needs and financial considerations. However, we understand that choosing a triage provider is more than just price but factors such as response time, clinical expertise and service are equally crucial.

With Conduit, you can be assured that you are partnering with a company that will serve as an extension of your team. Our URAC-accredited call center offers your patients and employees immediate access to a registered nurse, enhancing care and service and improving overall outcomes.

Having managed over a million calls, with Conduit you can experience streamlined operations that prioritize both quality and efficiency, allowing you to focus on what truly matters — delivering exceptional health care.

Contact us today to learn how Conduit Health Partners can help your organization.