We have all been there: that place of frustration after trying to get an answer to a simple question over the phone. Unfortunately, phone call frustration is becoming an increasingly more prevalent problem in the medical industry. But it is a problem that can be addressed via medical answering services.
A medical answering service that employs the latest technologies and best practices represents a lifeline to medical offices struggling to stay ahead of the phones. More importantly, that answering service goes a long way toward ensuring that patients are happy and taken care of.
Are you looking to relieve phone call frustration with a medical answering service? If so, here are seven key things to consider:
1. Around-the-Clock Availability
One of the most frustrating things to patients is calling medical offices only to be forwarded to a voicemail system. Medicine isn’t like scheduling an oil change for your car. It deals with human health and wellbeing. People want to speak with live representatives, not leave voicemail messages. A medical answering service can provide coverage 24/7, guaranteeing patients will never be forwarded to a voicemail system.
2. Keep Wait Times to a Minimum
Maximum effectiveness requires controlling wait times. Even though keeping callers away from voicemail systems is one way to reduce frustration, all the benefits from doing so are thrown out the window by long wait times. Your medical answering service should be adequately staffed to prevent prolonged periods of time spent on hold.
3. Efficient Triage Is a Must
It goes without saying that a medical answering service must be able to handle triage. Not only that, but operators must also be skilled and efficient in doing so. Efficient triage requires some basic medical knowledge. It requires the ability to think quickly, assess inquiries appropriately, and route the most urgent calls to the right people.
4. Automation Should Be Used Cautiously
Some level of automation may still be appropriate with a live answering service. But automation should be used cautiously. Self-service options for requesting prescription refills, updating appointments, and accessing educational resources should never supersede interaction with live operators. Automation should be a supplement to a medical answering service, never a substitute for it.
5. Help Your Office Staff Do Better
Speaking of supplementation, many of our clients use medical answering services as a way of helping office staff do better. When things are slower and office staff have the time, they can field phone calls. But when they need to devote their attention to more pressing tasks, the medical answering service can take over.
6. Multilingual Support Is a Big Plus
Sometimes, phone call frustration is a direct result of an inability among the parties to effectively communicate. Language barriers are an issue in this regard. What should a medical answering service offer as a solution? Multilingual support. Operators capable of helping non-English speaking patients reduce frustration by making sure every patient is served properly.
7. HIPAA Compliance Is Non-Negotiable
It is absolutely imperative that a medical answering service comply with HIPAA regulations. Said regulations are non-negotiable. More importantly, medical offices are ultimately held responsible for how sensitive health information is managed. So in the interests of both patient and medical office, HIPAA compliance among answering service personnel is a must.
Apello offers medical answering services based on the latest technologies and industry best practices. And with many years of experience under our belt, we are more than capable of helping your office reduce or completely eliminate phone call frustration. Contact us to learn more about our services and options.
