A medical answering service is a powerful ally in providing complete care. Particularly where doctors are concerned, the phone can be either a blessing or a curse. The phone is a lifeline between doctor and patient. And yet, having to spend time answering calls can get in the way of treating patients already in the office. Enter the medical answering service.
A medical answering service, like the service Apello offers, can be tailored to all sorts of medical environments. It can also provide a variety of services ranging from taking messages to forwarding calls and offering critical triage. Doctors can utilize their answering services around the clock or only during off hours.
The question for many a doctor is one of the types of features to look for in a medical answering service. Every doctor’s needs are different, but we have some suggestions:
1. Trained Medical Receptionists
Receptionists of all types are capable of answering phone calls and taking messages. But in a medical environment, things are often more complicated. We suggest looking for a medical answering service that employs trained medical receptionists. These are professionals who have been trained in patient medical needs. They also know the terminology and practices associated with medical environments.
2. Triage Capabilities
While some calls to a doctor’s office require little more than answering a question or setting an appointment, there are times when a receptionist is forced to deal with an emergency. There are times when urgent calls need to be screened and escalated. The practice of doing so was known as triage.
We think it goes without saying that a medical answering service should have proper triage capabilities. Receptionists need to be able to sort out calls, reroute the urgent ones, and escalate those that constitute an emergency.
3. Service Customization
Yet another key feature is the ability to customize services based on need. One doctor’s office might only need answering service during the overnight hours while another wants coverage around the clock. Meanwhile, a specialist’s office may have a particular and unique protocol for forwarding calls and messages to doctors. That protocol needs to be honored.
4. Appointment Scheduling
Doctor’s planning to use a medical answering service 24/7 should probably look for an agency with appointment scheduling capabilities. That way, the answering service can manage just about every call that comes in. There is no need to sort through calls and send those requiring appointments to another phone.
A key benefit of this feature is freeing up office staff to do other things. When on-site receptionists are not bogged down with continual phone calls requesting appointments, they can put their energies into more complex tasks that require more attention.
5. Multilingual Capabilities
The diversity of America’s culture is reflected in the many languages we speak. That being the case, it is always helpful when a medical answering service has multilingual capabilities. Receptionists fluent in English and a selection of secondary languages can provide service to a broader base of patients. That makes patients happier.
Of course, there are a couple of key features that are absolutely non-negotiable. HIPAA compliance immediately comes to mind. Medical answering services are bound to the same rules as staff receptionists where HIPAA is concerned.
Apello offers medical answering services to private practices, group practices, specialist’s offices, and other types of medical facilities. We would be happy to explain how our services can enhance your ability to provide continuous care to your patients. A medical answering service could be the key to better care that you and your team have been looking for.
