Investing in a medical answering service is a very good business decision. But an answering service is only as good as the people behind it. The right people answering the phones can do wonders for a practice. Likewise, how operators answer the phone makes a difference.
Here is an example: would you rather call your doctor’s office and hear a friendly voice or one that is strictly business? There are undoubtedly those circumstances that require a business-like approach. But most of us would prefer to hear a friendly voice whenever possible – especially if we aren’t feeling well.
A Better Patient Experience
Whether an office hires a medical answering service or leaves phones to in-house staff, one of the goals is to provide a satisfying experience for the patient. It is not good when patients feel like they have gone to battle over the phone. A much better experience is encouraged by a professional, friendly operator capable of efficiently answering questions and handling requests.
Beyond the business aspects, patients want a more personal experience. And why wouldn’t they? People don’t call a doctor’s office to talk about the weather or share their vacation experiences. Almost all calls are negative in nature because callers are dealing with physical problems. Hearing a friendly voice at the other end of the phone can bring a measure of comfort.
A friendly and comforting voice offers immediate reassurance. It makes patients feel like they have value beyond generating revenue for the doctor. A friendly voice can ease a patient’s anxiety, reduce stress, and help a patient think more clearly.
Better Communication as Well
So often, consumers feel like they need to take an aggressive stand on the phone because they aren’t getting the help they need. Aggression doesn’t lend itself well to good communication. On the other hand, making sure a patient feels at ease fosters good communication.
There is an old proverb that says, ‘a soft answer turns away wrath’. It is sage advice. By greeting patients with a warm and friendly conversational tone, operators can avoid triggering an aggressive response. Communication works much better when everyone remains at ease.
It’s Still Possible to Be Professional
Do not confuse a friendly voice with an unprofessional one. It’s possible to answer the phone in a friendly way while still maintaining a professional attitude throughout the entire call. In fact, that’s what we recommend for medical answering services.
You are familiar with the principle of making a good first impression. How an operator answers the phone impacts the first impression more than anything else. That is where the friendly voice comes in. A positive first impression generated by a friendly greeting is then supported by an attitude of professionalism by the operator.
What is the result? An experience in which the caller is confident of being served properly. The caller trusts the operator with questions and inquiries. And instead of suspecting the operator isn’t helping, the caller is actually trying to hear and understand the solutions being offered.
Friendliness Makes All the Difference in the World
Despite the often-sobering nature of medical calls, friendliness still goes a long way in a medical setting. Anyone who answers medical calls should strive to be as friendly and professional as possible. Friendliness gets a call off to a good start. It keeps a call moving in a positive direction.
If you would like to know more about Apello medical answering services, we invite you to contact us as soon as you’re ready. Our team is prepared to show you how our answering services can make your organization better.
