Chiropractic Answering Service | Live Intake for Chiro & PT Clinics
Chiropractic & Rehab Clinics
A new patient call to a chiropractic or physical therapy clinic is not worth an appointment. It is worth a plan of care — an exam, a report of findings, and a course of visits booked out over weeks — which is why the advertising that produced the call costs what it costs. And the call arrives at the worst possible moment: mid-morning, when the doctor is adjusting in an open treatment area, the aide is setting up the next table and the front desk is checking in three people, running a copay and answering a question about a superbill all at once.
Global Empire Corporation answers chiropractic and rehab clinic lines under a signed business associate agreement — taking new-patient intake in the depth a plan of care actually needs, forking auto accident and workers' comp callers onto their own script inside the first thirty seconds, booking into the right appointment type in your practice software, and never saying anything clinical.
- Live answering right through treating hours, so a new-patient call is not queued behind a check-in line
- Lunch-hour, evening and Saturday-morning cover, which is exactly when people who work call about their back
- Auto accident and workers' comp callers identified and intaked on their own script from the first question
- Cancellations rebooked on the call, while the plan of care is still intact rather than at 6pm from voicemail
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
A Missed Call Here Is a Missed Course of Care, Not a Missed Visit
Count what actually leaves the building when the phone rings out at 11:40 on a Tuesday. Not a fifteen-minute slot — an exam, a report of findings, the visits scheduled behind it, and whoever that patient would have sent you afterward. Then set that against what the call cost to generate: the ad click, the directory placement, the review you worked to earn, the referral relationship you maintain. A clinic can convert beautifully on the calls it answers and still lose the larger part of its marketing budget to the calls it does not, and no report in your practice software will ever show it, because an unanswered call leaves no record behind.
The cause is structural rather than a discipline problem, which is why hiring harder does not fix it. On a chiropractic or PT floor every trained person is physically occupied with a patient in an open room, and the one person who can answer is the same person doing check-in, collecting payment, verifying the next patient's plan and turning over tables. Voicemail is not a safety net either — someone comparing three clinics from their phone on a lunch break does not leave a message, they press the next result. The clinic that answers is the clinic that gets the exam.
For chiropractic offices, physical therapy clinics, and multi-disciplinary practices
What an Agent Actually Does on a Chiropractic or PT Call
New Patient Intake Built for a Plan of Care
What hurts, when it started, what set it off, what they have already tried, who sent them — and the field most scripts skip, which is their real weekly availability. A caller who can only come at 7am on alternate Fridays cannot complete a three-visits-a-week plan, and both of you are better off knowing that before the exam than in week two.
The Auto Accident and Workers' Comp Fork
Asked early, because everything downstream changes. Date of loss, claim number, adjuster, whether an attorney is already involved, whether there is a police report; for a comp case, the employer, the date of injury and who authorized care. Agents capture the file. They never advise on a claim, never say what will be paid, and never comment on fault.
Booking the Right Appointment Type
A new-patient exam or a PT evaluation needs a long block with a specific provider. A routine adjustment or a therapy follow-up needs a short one. Dropping either into the other's slot costs you the rest of the day, so agents book against your appointment types, your provider rules and your daily new-patient cap rather than against an open square on a calendar.
Insurance Questions Captured, Never Answered
Carrier, member ID, group number, whether the caller has a referral or a script in hand, and whether this is a plan you are in network with — all recorded and passed to your billing staff. Agents do not state a benefit, a visit limit, an authorization status, or what a patient will owe. Guessing at that on the phone is how a clinic ends up writing off a first visit.
Cancellations, Reschedules and Protecting the Plan
A plan-of-care patient who cancels Thursday and does not rebook has functionally dropped out, whatever the chart says. Agents rebook on the same call, hold to your rules about how far out and with which provider, offer the same week where you allow it, and flag by name the callers who would not commit to a new date so your front desk can follow up deliberately.
The Clinical Line, and What Escalates Past It
Agents do not say whether an adjustment or a course of therapy will help a condition, do not interpret imaging, and do not advise on symptoms. New or worsening numbness or weakness, a severe reaction after a visit, or anything on the list your clinicians write leaves the queue immediately on your protocol's wording — to the on-call clinician, or to your scripted emergency instruction.
Working Inside ChiroTouch, Jane and WebPT — and Getting the Booking Rules Right
Chiropractic offices largely run ChiroTouch or Genesis, now part of ClinicMind. Rehab-side clinics run WebPT. Multi-disciplinary practices mixing chiropractic, physical therapy and massage tend to sit on Jane, and medically integrated practices often run a general ambulatory EHR such as Practice Fusion alongside whatever the therapy side uses. Each of these can be scoped so an outside team books, reschedules and leaves structured intake without seeing more of the chart than that work requires — and scoping it that narrowly is a HIPAA decision as much as an IT one, so it is worth doing deliberately rather than granting a full clinical login and moving on.
The integration is rarely what makes or breaks the program, though. The booking rules are. Which providers may take a new-patient exam, how long each appointment type genuinely blocks, which tables or rooms are shared, whether a PT evaluation can sit in a follow-up slot, how many new patients you want in a single day, and what happens when the schedule is full but the caller is a personal-injury referral you want seen this week — that is roughly one page of your rules, written down once. It is also the entire difference between a schedule that runs and one your front desk unpicks every morning.
- ChiroTouch and Genesis by ClinicMind — booking and reschedules against your appointment types, providers and daily caps
- WebPT for rehab-side clinics and Jane for multi-disciplinary practices, with access scoped to scheduling and messaging only
- Practice Fusion or your existing ambulatory EHR where a medically integrated practice runs one alongside the therapy system
- Where direct write access is not granted, structured intake delivered in a form your front desk can enter without calling the patient back
HIPAA, Your BAA, and What Non-Clinical Staff May Say About Care
A service answering your phone creates, receives and transmits protected health information on your behalf, which makes it a business associate under HIPAA. The thing that has to exist before the first call is a signed business associate agreement, and behind it the Privacy and Security Rule safeguards it commits to: access control, workforce training, audit logging, and breach notification duties running in both directions. Enforcement sits with the HHS Office for Civil Rights. There is no federal HIPAA certification — no agency issues one — so ask instead for the BAA itself, the subcontractor list, where message data lives, and how an agent's access is cut off the day they leave.
The second regime is the one clinics forget. Your state's chiropractic and physical therapy practice acts govern scope of practice, what unlicensed staff may be delegated, and what may be claimed about care in your name — which is why the answering script's hard limits on clinical statements are not squeamishness but the actual constraint. Direct access rules for physical therapy also vary by state, so whether a caller needs a physician referral is a question your front office owns, not one an agent answers. Requirements differ by state and change; confirm your current obligations with your own counsel before you approve a script.
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Frequently asked questions
We have a front desk. Do we actually need an answering service?
Run the test before deciding. Call your own clinic from an unknown number at 11:30 on a Tuesday and again at 4:45 on a Friday, and see what happens. If it is answered live both times, you may not need this. Most clinics find one of two things: a voicemail greeting, or a front desk who answers, apologizes and asks to call back — which loses a comparison shopper just as surely. The question is not whether your front desk is good. It is whether they can be in two places during check-in.
Do we need 24/7 answering for a chiropractic clinic?
Usually not, and any provider who insists you do is selling hours rather than solving your problem. Overnight volume for chiropractic and PT is genuinely thin. Where the money sits is the coverage nobody staffs: the lunch hour, the two hours after your front desk goes home, Saturday morning, and overflow during your own treating hours. Buy those first, look at the call log after a couple of months, and add overnight only if the log actually shows something there. It usually does not.
Will your agents tell a caller whether chiropractic can help their sciatica?
No, and that limit is written into the script rather than left to judgment. Agents do not say whether care will help a condition, how many visits something takes, whether an adjustment is safe with a given diagnosis, or what an image shows. What they do is capture the complaint accurately in the caller's own words and get them onto the exam schedule, which is where that question is supposed to be answered. If a caller pushes, the agent says a clinician will answer it at the evaluation and books the appointment.
How do you handle personal injury and auto accident calls?
On a separate script, forked early, because the intake is completely different from a cash or commercial-insurance patient. Agents capture the date of loss, the claim number, the adjuster, the insurer, whether an attorney is involved and whether a police report exists, then book against whatever rule you set for these cases — many clinics want them in within days. Agents never discuss fault, never estimate what a claim will pay, and never tell a caller whether to retain an attorney. The file goes to whoever in your office handles PI.
Can you verify a caller's insurance benefits before booking them?
No, and you should be wary of a service that offers to. Verification means reading a plan's deductible, visit limits, authorization requirements and network status correctly, and a wrong answer given on the phone becomes a first visit you write off or a patient who feels misled. Agents capture the carrier, member ID, group number and whether a referral or script exists, and route it to your billing staff to verify. If your rules say do not book certain plans without verification, agents hold those and flag them instead.
Can you book directly in ChiroTouch, Jane or WebPT?
In most cases yes, and it is the arrangement to aim for, because a parallel calendar reconciled the next morning produces exactly the double bookings you were avoiding. What matters more than the connection is the rule set behind it — appointment types, provider eligibility, block lengths, daily new-patient caps and how far ahead agents may book. Where your practice will not grant outside write access, we take structured intake instead and deliver it in a format your front desk enters directly, without having to phone the patient back.
Will you make outbound calls to patients who dropped off their plan of care?
Yes, as a defined campaign rather than as part of the answering line, and it works best when it is specific. A list of patients who missed a visit in the last two weeks, called within days with the goal of rebooking, converts far better than a broad reactivation sweep of everyone who has not been in for a year. Agents follow your script, book into your rules, and log the outcome against each patient. What they never do is describe clinical benefit as a reason to return.
What does a chiropractic answering service cost?
It follows the shape of the program rather than a per-call rate: the hours you want covered, how many calls come in and how they cluster around your treating day, the number of providers and locations in the booking rules, whether agents write into your practice software or hand structured intake to your front desk, whether personal injury and workers' comp intake is in scope, and whether outbound rebooking is included. We look at your call log and your schedule, then quote per clinic.
TESTIMONIALS
Our trusted clients
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
We believe excellent customer service provides the sharpest competitive edge. Global Empire shares that same vision and works closely with us to deliver the best possible service quality. Their partnership supports our ongoing commitment to excellence.
The main reason we work with Global Empire is the ‘red carpet’ treatment. They have the best group of agents I’ve worked with in over 20 years, and they consistently maintain high standards for compliance and customer interactions. They lead by example.
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
One of our members struggled with registration and called our toll-free number. The Global Empire agent remained calm, extremely helpful, and professional throughout a long troubleshooting process. Because of that call, the customer remained loyal — and that is a huge asset.
Global Empire is over-delivering on SPH and sales targets. Their performance has helped us reduce acquisition costs significantly, and they have proven to be the missing link in our growth strategy.
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
Our business relationship with Global Empire has been long and very satisfying. Their employees deserve full credit for the professionalism and consistency they bring to every interaction. I know firsthand how stressful frontline work can be, and their team delivers every time.
Global Empire has been an integral part of our business for years. Our customers expect to speak with someone who can assist immediately, and their team consistently delivers. They maintain professionalism, empathy, and flexibility, making it easy to work together.
With so much outsourcing in the answering services space, it was a relief to find a provider that is truly efficient. The pricing is excellent, onboarding was smooth, and our clients were far happier speaking to a live operator instead of voicemail.
We have partnered with Global Empire for over 15 years and they remain a crucial part of our 24/7 operations. They support multiple sites across states, and we couldn’t be happier with their service, reliability, and long-term consistency.