Hospice & Palliative Care Providers
Hospice BPO Services | Compassionate Support for Hospice Providers
A hospice provider cares for patients and families at the most sensitive time of life, and its phone carries calls that demand more compassion than any other in healthcare: families in distress, referral and admission inquiries that are time-critical because a patient is declining, and the coordination that keeps care flowing around the clock. A hospice whose phone cannot be answered with both competence and genuine compassion, at any hour, fails families at a moment they will never forget.
Global Empire Corporation runs referral and admission intake, family support and coordination for hospice and palliative care providers — answering with the compassion and care this work demands, handling intake and coordination in your systems to the health-privacy standard, and routing clinical matters to your team, so your clinical staff can focus on care while families reach a compassionate, responsive line at any hour.
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Hospice Calls Are the Most Sensitive in Healthcare, at Any Hour
A hospice's phone carries calls unlike any other. Families call in distress about a declining loved one, referral sources call with admissions that are time-critical because a patient is near end of life, and the coordination of care runs around the clock because dying does not keep office hours. Every one of these calls requires competence and genuine compassion together, and a hospice whose phone rings to voicemail, or is answered without care, fails a family at a moment they will carry for the rest of their lives.
Admissions are also time-sensitive in a way that matters deeply. A referral for a patient who is declining has to be handled promptly, because delay means a patient and family go without the hospice support they need in the time they have left, and referral sources send patients to the hospice that responds. Handling the referral and admission intake promptly and compassionately, supporting distressed families, and coordinating care around the clock is exactly what a hospice needs from its contact function, delivered with the sensitivity the work requires.
- Families in distress supported with genuine compassion, at any hour
- Referral and admission intake handled promptly, because a declining patient cannot wait
- Care coordination handled around the clock, because hospice does not keep office hours
- Patient information handled to the health-privacy standard that applies to a provider
For hospice, palliative care and end-of-life care providers
Hospice Support Services We Deliver
Referral & Admission Intake
Referral and admission inquiries handled promptly and compassionately in your systems, capturing the detail your team needs, because a declining patient and a distressed family cannot wait for a callback.
Family Support
Family calls handled with genuine compassion and care to your rules, so a family in distress reaches a person who treats the moment with the sensitivity it demands, not a voicemail.
Care Coordination
Coordination among the family, the care team and services handled in your systems, so the around-the-clock care hospice provides is supported and reachable at every hour.
After-Hours & Overnight
Overnight and weekend coverage with triage and escalation to your on-call clinical staff, because the hardest moments and the urgent needs in hospice come at every hour.
Clinical Routing
A clean boundary that routes clinical questions and needs to your clinical team, so agents handle intake, family support and coordination and clinical matters reach the right people fast.
Bereavement & Follow-Up
Bereavement and follow-up contact handled to your rules with the care it requires, so families continue to be supported and nothing that needs your team is missed.
How a Hospice Support Program Runs
From compassion and privacy to covering every hour.
Scope & Compassion Standard
We agree the compassion standard, the health-privacy framework, and the clinical and escalation boundaries, because this work demands both sensitivity and clear clinical routing.
Systems & Access Setup
Agents are set up in your systems with minimum-necessary access and the controls patient data requires, so intake and coordination are handled correctly and securely.
Hospice & Sensitivity Training
Training on your services, your intake and the profoundly sensitive family conversations that arise, so agents handle every call with competence and genuine compassion.
Pilot & Calibration
Launch with close review focused on compassion and accuracy, calibrating intake, family support and coordination before scaling into full around-the-clock coverage.
Scale & Coverage
Expand into the round-the-clock coverage hospice needs, so families and referral sources reach a compassionate, responsive line whenever they call.
Related services
Build a complete support program
Frequently asked questions
How do you handle families with the right compassion?
With training, care, and genuine sensitivity, because these are the most emotional calls in healthcare. A family calling a hospice is facing the decline or loss of someone they love, so agents are trained to handle the call with real compassion and patience, capturing what your team needs while treating the family with the sensitivity the moment demands, never rushing or processing them. How a hospice call is answered is something a family remembers forever, so the program treats every family call as the profoundly human moment it is, pairing competence with genuine care.
Why does prompt admission intake matter?
Because a declining patient cannot wait. A hospice referral is often for a patient near the end of life, so a delay in handling the intake means the patient and family go without hospice support in the limited time they have, and referral sources send patients to the hospice that responds promptly and compassionately. So agents handle referral and admission intake without delay, capturing the detail your team needs and routing clinical matters fast. Handling intake promptly is both a compassion issue and a referral-relationship issue, so the program is built to respond quickly to the calls that cannot wait.
How is patient information protected?
With the safeguards health-privacy rules require of a service provider handling patient information. Agents work in your systems with minimum-necessary access, under defined controls, screening and a clear position on where data is processed and stored, documented accordingly. Hospice contact touches protected health information at a deeply sensitive time, so the program is built privacy-first and compassion-first. A provider should describe its controls to your standard, and you should confirm the specific obligations for your organization with your own privacy counsel.
Do you provide after-hours coverage?
Yes, because hospice does not keep office hours. The hardest moments, the urgent family calls and the time-critical needs come at every hour, so coverage is scoped around the clock, with triage and escalation to your on-call clinical staff for anything that needs them. A family in distress at 3am needs to reach a compassionate, competent person, not a voicemail, so the program is built to answer whenever hospice care is being delivered, which is always, keeping families supported and clinical needs escalated at every hour of the day and night.
What does a hospice support program cost?
It follows the coverage rather than a published rate. The variables are call volume, the round-the-clock hours hospice needs, the mix of intake versus family support and coordination, the depth of systems and privacy integration, and whether you need bilingual coverage. Given the sensitivity and the 24/7 nature of the work, the program is built around handling it with compassion and correctness; we scope it against your organization and quote per program.
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.
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