It’s completely possible for answering service personnel to handle calls off-the-cuff. It is not advisable, but it is possible. Using scripts is a much better way to approach things. Scripts are especially important when answering medical phone calls.
Pre-written scripts make medical answering services better. Scripts guarantee the telephone agents ask the right questions, dig for the right information, and offer the most appropriate responses and actions. Without them, agents are left to wing it – which is never good in a medical scenario.
Here are six ways a medical answering service likely utilizes scripts for better calls:
1. Response Standardization
Answering service agents need to know how to respond in a number of different situations. Scripts offer clear, pre-approved language for nearly every scenario an agent will encounter. Scripts offer language for:
- Greeting callers
- Collecting patient information
- Providing instructions to callers
- Triaging emergency calls
The beauty of using scripts is that they offer standard responses. Agents aren’t left trying to figure out what they should say in a given situation. That has already been predetermined.
2. Following Emergency Protocols
Next up, scripts always include specific emergency protocols. In addition, you might not know that such protocols are required by law. They are all about protecting patient safety. Without them, agents might give the wrong advice at a critical time.
3. Optimizing Triage and Call Routing
Triaging calls requires looking at things methodically. Scripts make that possible. A script will lead an agent through a decision tree to determine the nature of the call, its urgency, and the next steps the agent should take.
In essence, scripts optimize triage for the agent. Whether the best action for a call is to connect the caller with an on-call physician, refer the patient to an after-hours care center, or simply take a message and pass it along, triage is optimized with the use of scripts.
4. Documentation and Compliance
Medical answering services are required to comply with a variety of healthcare regulations, including HIPAA. Compliance can be more difficult than most people know. Fortunately, scripts facilitate compliance by leading agents through the process step-by-step.
Scripts standardize how patient information is collected and handled. They ensure that mandated disclosures are made during phone calls. Scripts ensure that agents are doing everything they need to do to comply with regulations and document their interactions with callers.
5. More Professional Service
The service a caller receives over the phone informs that person’s impression and understanding of the medical provider. Therefore, less-than-professional service would likely lead to the caller having a bad impression. The opposite is also true.
Medical answering services utilize scripts to ensure their agents always provide professional service. One of the agent’s primary goals is to ensure every caller has a positive experience over the phone. Professionalism on the agent’s part goes a long way toward achieving that. Scripts make it possible by giving agents confidence.
6. Providing Assistive Services
Last, some callers will be in need of interpreter or other assistive services. Scripts are designed to account for such needs as early as possible within a call. That way, such services can be immediately implemented in order to streamline the call. Otherwise, the two parties can be deep into their discussion before the agent realizes certain assistive needs are not being met.
Taking medical calls without using scripts is entirely possible. But it’s not wise. Medical answering services rely on script because they take the guesswork out of handling medical calls. Scripts are absolutely critical to providing professional, prompt, compliant, and safe phone services. Needless to say, we use them.
