Clinical programmes, staffed like your own team
From nurse triage and chronic care management to post-discharge follow-up, behavioral health and remote monitoring, Caldera designs the program, trains the team, and delivers on the numbers that matter — so your patients reach a licensed nurse every time.
However your patients reach out
Phone
Licensed nurses answering every call.
Chat & SMS
Real-time messaging where customers already are.
Email & Social
Inbox and DMs, on tone and on time.
One patient record
Every call, message and video visit in one thread.
Nurse Triage
When a patient calls with a symptom, the question is always the same: how urgent is this, and where should they go? Our RNs answer that using evidence-based triage protocols approved by your medical director — home care, appointment, urgent care or emergency department. Every call is documented in your EHR, and anything outside protocol escalates to a clinician rather than being guessed at.
- Physician-approved triage protocols, reviewed on your schedule
- Documented disposition for every call, written into your EHR
- After-hours and overflow coverage, including weekends and holidays
- Warm escalation to on-call clinicians, never a dead end
- Call recordings and dispositions available for clinical audit
Chronic Care Management
Chronic care management is billable, measurable and almost always under-delivered because nobody has the hours. Our nurses run the monthly touchpoints — medication reconciliation, care-plan review, barriers to adherence — and log the time and documentation the programme requires. Patients get a nurse who knows their history; you get compliant records.
- Monthly non-face-to-face care management touchpoints
- Medication reconciliation and adherence follow-up
- Care-plan review, updated in your system of record
- Time tracking and documentation to support billing
- Escalation to the treating provider when something changes
Post-Discharge Follow-Up
Most avoidable readmissions are visible in the first three days: a prescription never filled, a follow-up appointment never booked, a symptom the patient didn't think mattered. Our nurses make the calls, work the checklist, and close the loops — pharmacy, scheduling, and the discharging team — before the patient is back in an ambulance.
- 24-, 48- and 72-hour structured follow-up calls
- Medication fill and comprehension checks
- Follow-up appointment booking and confirmation
- Red-flag symptom screening with direct escalation
- Readmission-risk reporting back to your care team
Behavioral Health Support
Behavioral health calls need a different skill set and a much clearer escalation path. Our behavioral health nurses screen with validated tools, hold the conversation safely, and hand off warmly to licensed therapists, prescribers or crisis services — with the documentation and follow-up that keeps someone from falling through the gap.
- Validated screening instruments, applied consistently
- Crisis de-escalation by nurses trained and supervised for it
- Warm handoff to licensed clinicians and crisis lines
- Documented safety planning and scheduled follow-up
- Clinical supervision and debriefing for every nurse on the program
Remote Patient Monitoring
Monitoring devices generate alerts whether or not anyone is reading them. Our nurses monitor the queue, distinguish a real deterioration from a bad cuff placement, and make contact when it matters. The value isn't the device; it's the nurse who notices a three-day trend and rings before it becomes an admission.
- Daily review of device readings and alert queues
- Patient outreach on threshold breaches and adverse trends
- Device troubleshooting and adherence coaching
- Escalation pathways agreed with your clinical team
- Trend reporting, not just alert counts
Utilization Review
Utilization review is where clinical judgement meets payer requirements, and where sloppy documentation costs money on both sides. Our UR nurses apply recognised criteria sets, document the rationale properly, and route anything that doesn't meet criteria to physician review rather than issuing a denial a nurse isn't licensed to make.
- Prospective, concurrent and retrospective review
- Recognised criteria sets applied consistently
- Physician review referral for anything not meeting criteria
- Documentation built to survive appeal
- Turnaround times tracked against your regulatory clock
The difference is in what your patients feel
Anyone can staff a phone line. Fewer can make an outsourced clinical team feel like your own — consistent, protocol-driven, and genuinely helpful, every single time.
One team, fully accountable
A dedicated team owns your patients end to end — trained on your product, working in your tools, measured on your targets.
Quality built into the program
Independent QA scores every program against a rubric you approve, so consistency holds as you scale — not just on day one.
Insight you can act on
Live dashboards and a weekly review mean you hear about a trend from us — before it becomes a spike in readmissions or escalations.
Tell us what you need — we'll design the program
Partner with a clinical team that works to your protocols and treats every patient call as if it were their own. Tell us what you need — we'll design the program.