Not every client wants an app. Many of the people you care for, and the family members who coordinate their care, would rather pick up the phone. The Eclipse Call-In Line gives your agency its own toll-free number. Callers are recognized automatically, choose what they need from a short phone menu, and are connected to the right person on your roster without anyone in the office relaying messages. Every call becomes a record in Eclipse, with the client, the clinician, the start and end times, and the outcome.
They hear your agency's own greeting, recorded by your team or typed and read in a natural voice.
If the caller's number matches a phone number saved on a client, family member, department or facility account in Eclipse, Eclipse confirms the account with a single key press. Otherwise the caller enters their access code, which tells Eclipse exactly which account to bill.
Keys 1–9 map to the services you set up, such as the on-call nurse, a care coordinator or a scheduling line. Key 0 reaches your office.
The call goes to the clinicians and caregivers on your roster who are qualified for that service, starting with the client's preferred providers. The caller hears hold music while someone accepts.
A short connection script you write (with the clinician's name and ID filled in automatically) keeps every greeting consistent. The clinician completes your intake questions during the call.
Timing starts when the clinician connects and stops when the call ends, so the session is ready for billing and pay tracking. If you turn on the rating prompt, callers can rate the call from 1 to 5.
Calls that need a person (key 0, a forgotten access code, a request you don't list) ring in the Eclipse portal. Whoever answers sees the caller's account before saying hello.
If no one in the office answers, the call forwards to your main number and a callback task is logged in the portal.
Once the intake is done, the clinician or your coordinator can dial out to add a family member, a facility nurse or another provider to the same call.
A clinician can hand the call to a colleague or bring in a second clinician, without the client hanging up.
Call recording follows the settings you choose.
Families call one number at 2 a.m. and reach the on-call nurse, instead of a voicemail or a personal cell phone. The call, its length and the nurse are recorded against the patient.
Scheduled wellness or medication check-ins and coordinator calls happen through the same number, so phone work shows up in your visit records and reporting.
Facility and case-manager accounts are recognized by caller ID, and their calls reach your coordinators with the account already on screen.
Add interpreting as a menu option so a limited-English-proficient client can be connected to an interpreter from your roster over the phone.
The Call-In Line uses the same provider matching, preferences, credentials and records as the rest of Eclipse, so phone calls appear alongside visits in scheduling, billing, pay tracking and reporting.