Any mistake made during a business call could create problems. It is just the nature of the beast. But in a medical environment, mistakes can have more serious repercussions. That’s why, as a medical answering service, we are constantly looking for ways to improve our service so that mistakes are averted.
Some mistakes are relatively minor. They do no damage; caller and receptionists might even laugh about them. But other mistakes can be more concerning. Some of them can even jeopardize a patient’s health and wellbeing.
Whether your office handles calls in-house or leaves the phones to a medical answering service, here are seven crucial mistakes to avoid as much as possible:
1. Misdirecting Calls
Misdirecting calls is probably the easiest mistake to make, especially for large clinics and busy offices with multiple clinics and departments. The more choices in the mix, the easier it is to get confused at reception.
Sometimes, a misdirected call creates little more than frustration for the patient. But there are times when misdirecting a call could create a serious situation, especially in an emergency scenario. Avoiding this mistake involves a combination of good training, routine reminders, and working with operators to slow down and take the time to do things right.
2. Leaving Callers on Hold
Leaving a caller on hold for too long could have serious consequences in an emergency, but most callers in an emergency will hang up and go right to the ER if necessary. The bigger concern with leaving callers on hold is creating a bad patient experience that leads to dissatisfaction. Patients are still customers. If they are dissatisfied with the service they received, they will not hesitate to go elsewhere.
3. Multitasking During Calls
The next crucial mistake to avoid is multitasking during calls. Granted, busy office environments encourage multitasking whenever possible. But in a medical setting, it is more important for receptionists to give their full attention to patients on the phone. It’s a wise idea to avoid checking email, looking up information on other accounts, and any other tasks that distract a receptionist from the call.
4. Ignoring HIPAA Procedures
Medical offices are bound to HIPAA procedures even during phone conversations. Operators are required by HIPAA mandates to maintain patient privacy and confidentiality. When they fail to do so, there could be serious repercussions for both the receptionist and the clinic.
5. Inadequate Call Documentation
Documenting calls is particularly important in a medical setting. Every little detail could mean something to a patient struggling with some sort of health issue. To avoid medical errors and difficulties with patient follow-up, all calls should be properly documented. Failing to do so is a mistake.
6. Failing to Properly Triage
Both medical answering services and in-house staff need to be able to properly triage phone calls. Failing to do so could have serious repercussions on patient health. This could very well be the most serious mistake of all because patients’ health and wellbeing are on the line.
7. Failing to Clearly Communicate
Finally, medical answering services and in-house staff should avoid the failure to clearly communicate. This failure often manifests itself in speaking too quickly and/or using excessive medical terminology that patients do not understand. Receptionists should speak clearly, slowly, and in simple terms.
Is your clinic or office struggling to keep up with the phones? If so, contact Apello to learn more about our medical answering services. We do more than just answer the phone. We offer a variety of services that can help streamline your office and improve the patient experience.
