Apello specializes in providing medical answering services by way of live operators fully trained and knowledgeable in healthcare and medical reception. But we do offer some automated services as well. We can even blend live operators with automated services when doing so makes sense. Why would a medical provider want blended service?
Blending automation with live operators allows us to fill in some of the gaps both types of services are inherently known for. A blended service combines speed, consistency, and technology with human attributes like empathy, flexibility, and human judgment.
Blended Services in Practice
Understanding the technical aspects of blending automation with live operators only provides a partial picture. It is better to look at blended services from a practical standpoint. Here are some of the key components:
1. Routine Office Tasks
Every medical office is burdened by routine tasks. They include scheduling, rescheduling, and appointment confirmation. All three tasks can be handled with automated tools. Best of all, modern technology makes it possible to handle such tasks while continuously keeping electronic health record (EHR) systems updated in real time. Human errors are reduced while patients are served in a timely manner.
2. Urgent and Emergency Calls
While routine office tasks are important enough to pay attention to, urgent and emergency calls take priority. It is unwise to rely on technology to handle such calls. An automated system can direct a caller to a live operator. But ultimately, a live operator should handle urgent and emergency situations – including triage.
3. Emotionally Sensitive Calls
Emotionally sensitive calls are on the same plane as their urgent and emergency counterparts. When calls are emotionally charged, automation is not the best way to handle them. Callers likely need access to live operators capable of showing empathy, having nuanced symptom discussions, or providing treatment advice.
4. Call Routing
Call routing is where automation tools shine their brightest. A well-conceived automated menu can get calls routed to the appropriate channels very quickly. In addition, automated call routing allows live operators to handle calls based on priority. The most urgent calls are handled first, while less urgent calls are put in the queue or forwarded as needed.
A More Efficient Call Center
While blended services represent a way medical offices can reduce costs through smaller staff numbers, the real benefit is efficiency. A blended medical answering service implements automation where it is practical and beneficial. Human operators handle tasks that automation isn’t well suited for. The call center is more efficient because both automation and live operators are doing what they do best.
Some of our clients make use of automated services during regular business hours while relying on their own live operators to handle more sensitive calls. They turn live operator duties over to us after hours, on weekends, and on holidays.
Other customers utilize our live operator services on a supplemental basis. Any calls their office staff cannot get to are automatically transferred to us for timely answering and processing. And of course, we have those clients who have turned their phones over to us completely.
A Full or Part-Time Call Center
Have you been struggling to choose between automation and live operators for your medical answering service? If so, contact us. Let us help you understand how blended service could be the ideal solution for your office.
We have been offering medical answering services since our inception. You can trust us for the latest technology, fully trained and knowledgeable live operators, full HIPAA compliance, and more. You can trust us as your full- or part-time medical call center.
