Phone scripts have been part of the business call landscape for quite some time. In recent years, they have started to gain traction in medical offices. Our medical answering service utilizes phone scripts at the request of each client. So how about your medical office? Are phone scripts utilized for inbound calls?
A phone script more or less guides the person who answers calls through the early stages of the conversation. Scripts can prove invaluable to all sorts of phone interactions, particularly in a medical setting. We encourage you to rethink your inbound call strategy if phone scripts are not being used.
The Purpose of Scripting
If you don’t quite understand the purpose for using phone scripts, think about putting on a play or shooting a film. You could tell all the actors to improvise and hope for the best. But that is not the way it normally works. Instead, actors are given scripts to work from. Some scripts are more flexible than others. Nonetheless, actors work from them rather than making things up as they go.
Phone scripting is based on the same principle. You don’t want medical receptionists having to improvise on the phone. You do not want them to just go for it and hope for the best. With a phone script, a receptionist has a defined structure for calls. A phone script:
- creates a more consistent experience from one call to the next.
- helps medical receptionists stay on task.
- makes it easier to collect vital information over the phone.
- makes scheduling appointments easier and faster.
- guarantees a medical receptionist will ask the right questions.
Correct information is critical in the medical arena. For that reason alone, phone scripts are a good idea. Again, we make use of them in our medical answering service. We believe phone scripts are an invaluable tool no medical practice should be without.
How to Do Scripts Better
Scripts can improve inbound call management on their own. But there are ways to improve the results. There are ways to do scripts better, so to speak. Here are just a few of them:
- Answer Calls Quickly – Phone scripts are more effective when calls are answered quickly. The fewer times the phone rings, the better. And if you can avoid putting callers on hold, that is even better still.
- Address Callers by Name – Every caller is a person with a name. Use that name. Addressing callers by name makes a very good impression that isn’t forgotten quickly. It also facilitates making the personal connection that is so critical in healthcare.
- Smile on the Phone – Believe it or not, smiling does make a difference to most conversations. It even makes a difference over the phone. When you smile, your mindset changes. So does the tone of your voice and the way you respond to callers. Smiling is a good thing.
- Don’t End the Call – It’s a good idea to wait for callers to end their calls rather than being the first to hang up. Doing so gives callers a sense that they have accomplished something. It makes them feel as though they were in control of the call.
Phone scripts are helpful tools that can improve how your medical office handles inbound calls. Combined with the best practices discussed in this post, phone scripts can make an enormous difference. We know. We use them in our medical answering service.
If scripts aren’t part of your inbound call strategy, consider changing things up. Phone scripts really do work. They make it easier to have productive conversations and gather the right information over the phone.