Summary: Moving from one medical answering service to another has its challenges. One of them is the fear of missed calls, a fear that can keep a practice tethered to a service provider that isn’t getting the job done. But there is a way to make the move without missing a call.
Transitioning to a new medical answering service comes with a whole host of pain points. Practices tend to make a decision to move because their current providers are not getting it done. Yet some fear moving to a new service provider because they don’t want to lose calls during the handover. It is a legitimate concern, but not one that should keep a practice tethered to an ineffective service provider.
Transition With a Proven Process
Here at Apello, we understand that a missed call could be so much more than just a lost lead. A missed call could lead to a patient not receiving immediate care. It could result in an otherwise minor issue becoming a serious emergency. Therefore, we prioritize moving from one service provider to the next in a way that is seamless and technologically supported.
1. Map the Work Pre-Transition
We encourage practices to follow a five-step process when moving to a new medical answering service. The first step is mapping the work pre-transition. Before a practice ever signs a contract, decision-makers should know exactly what their current providers do and do not offer. Mapping things out tells decision-makers what they should be looking for in a new provider. We suggest:
- Auditing all your telephone scripts to ensure the right questions are being asked.
- Identifying any red flags during calls that constitute clinical emergencies based on specialty.
- Updating the contact tree based on the current on-call roster.
Some practices determine that mapping the work should also include an outline of the criteria operators use to triage calls. Poorly developed or outdated criteria could lead to calls being mishandled. That is exactly what a practice is trying to avoid by moving to a new medical answering service.
2. Investigate the Technology Core
For so many transitions, the biggest failure occurs in the telephony handoff. Practices do not understand their technology options, and service providers don’t explain the options clearly enough. There are basically two options:
Conditional Call Forwarding
The recommended technology is usually conditional call forwarding (CCF), a technology that forwards calls to the answering service after hours. During office hours, calls can be set to forward after the third ring. The benefit of CCF is maintaining total control at the practice level. Call forwarding can be activated and deactivated on demand. However, making it work requires a phone system provider that supports busy/no answer forwarding.
Number Porting
A second option is number porting. This is the way to go if the current service provider owns the practice’s primary after-hours number. That number must be ported to the new service provider. The big risk here is one of delay. Number porting can take 3 to 10 business days. If necessity dictates number porting, it is wise to begin the process on Monday morning. Start too late in the week and a practice could end up with no coverage on the weekend.
3. Prepare to Provide Training
While medical answering service personnel are trained in general medical answering protocols and techniques, they might not necessarily be up to speed on a new client’s workflow or practice details. Therefore, the practice must be prepared to offer it least some level of training. Practices should never assume their new service providers will just ‘get it’. We suggest a training sandbox period that includes:
- A practice-provided logic tree that visualizes protocols.
- A practice personality guide that tells operators what patients expect when they call.
- A series of dry-run mock calls with the office manager that act as a testing ground.
A brief training period just prior to full transition ensures that everyone is on the same page. Clinicians and practice administrators can rest comfortably knowing calls will be handled properly while the service provider’s operators have the confidence they need to do their jobs correctly.
4. Utilize a Soft Launch
There is a tendency among practices to make the switch to a new service provider hard and clean. We recommend utilizing a soft launch instead. A soft launch involves three things:
- Mid-Week Hand-Off – Begin handing off calls mid-week, when office staff are still in the building. They can monitor test calls to provide immediate feedback.
- Office Manager Calls – The office manager can make ‘mystery shopper’ calls to the new provider to test whether they are following protocols. Start with basic inquiries and then gradually complicate them.
- Dual-Monitoring – During a soft launch, the old service remains active but relegated to second-tier status. Operators for the new service should make HIPAA-compliant copies of all communications to verify that information is being captured accurately.
The soft launch is arguably the hardest part of moving to a new service. But it is worth the time and effort to implement. A soft launch can save a lot of aggravation once the transition is complete.
5. Utilize Best Practices for Go-Live Day
When go-live day arrives, it is time to begin the transition. This checklist of best practices will ensure 100% uptime:
- Verify DID connectivity by calling the new service’s direct number.
- Send a test emergency page to the on-call clinician.
- Ensure any after-hours links on your website have been modified accordingly.
- Inform clinicians to expect a different phone number or app notification.
- Verify the ability to log into the new portal provided by the answering service.
Clinicians and office managers should go into the transition with the understanding that perfection doesn’t exist. Real-world calls have a habit of presenting scenarios operators never anticipated. That being the case, the first 30 days of a new service agreement represent a period of refinement and modification.
It is possible to transition from an old medical answering service to a new provider without missing a single call. But doing so requires careful planning and attention to detail. Apello is here and waiting to serve you if your practice is looking to move to a new provider.
FAQs
What is a DID number, and why does it matter to medical answering services?
A DID (direct inward dialing) number is a phone number that a medical answering service assigns to a practice. Before completing the transition to a new service, this number should be verified by calling it from an outside line.
Why should the old service be kept during a soft launch?
Keeping the old service engaged for 3-7 days essentially provides a backup just in case the new service provider has trouble with the launch.
What is the ‘split-brain’ scenario service providers talk about?
It is a scenario where some calls go to the old provider while others go to the new service. We recommend using conditional call forwarding (rather than number porting) to prevent this from happening.
How does a practice confirm HIPAA compliance with a new provider?
A new service provider should offer a Business Associate Agreement (BAA) that both parties sign. The agreement should include language demonstrating how the provider achieves compliance.
