Summary: Telehealth is now an established component of the American healthcare landscape. As efficient as it is, it has introduced a new kind of friction that medical offices must deal with. Some of that friction can be addressed by partnering with a medical answering service offering Tier 1 technical support.
COVID forever changed the way we see the doctor. The pandemic brought telehealth out of the shadows, transforming it from an emergency backup system into a normal part of running a viable practice. Clinicians appreciate telehealth because it makes care more accessible. Patients love the convenience of seeing their doctors from their own homes.
Unfortunately, the shift to digital medicine has created new problems that clinicians and their staff now need to deal with. In a telehealth scenario, there is no physical waiting room or reception desk. There are no staff members readily available to answer questions. So when something goes wrong, what do patients do? They call the doctor’s office.
Calls involving questions or concerns about the telehealth portal can prevent receptionists from doing more important things. Moreover, office staff specialize in medical tasks. They are not experts in Wi-Fi, browser issues, webcams, and so forth. Enter the medical answering service with additional Tier 1 technical support.
Tier 1 technical support is basic-level support. Medical answering service operators can handle minor issues based on parameters established by the clinician. Any technical issues beyond the operator’s scope can be forwarded to a technical help desk. All the while, office staff can devote their time to patients physically sitting in a waiting room.
The New Digital Waiting Room
For patients electing telehealth, the new digital waiting room represents an entirely different experience. A typical telehealth visit starts with a text message or email with an embedded link. The patient is expected to click or tap that link in order to log into a portal and visit with the doctor. The portal becomes the waiting room.
On paper, the system sounds perfect. What could be easier or more convenient? In reality, though, things do not always go smoothly. All sorts of problems are inherent to telehealth:
- Patients forget their passwords.
- Links lead to dead or error pages.
- Phone and laptop webcams stop working.
- Audio systems do not work or are not loud enough.
Perhaps the biggest challenge of all lies in waiting for the doctor to appear. If a patient is forced to wait too long, they might begin thinking that the platform isn’t working. Then there is the temptation to log out and try again. A telehealth appointment could be completely wasted in repeated login attempts when there is nothing wrong with the system.
Anxious Patients Get Even More So
Anxiety is a normal part of visiting the doctor for so many patients. Telehealth eases that anxiety for some. But for others, technical problems only make anxiety worse. Anxious patients get even more so and then ultimately blame the office. But the things that make patients anxious can be avoided through Tier 1 technical support provided by a medical answering service.
A specialized medical answering service with the right support mechanisms can serve as the patient’s new digital waiting room. When a patient calls with a telehealth issue, a compassionate human being answers the phone. That operator bridges the gap between the patient experience and the technology behind it.
During this interaction, the operator greets the patient and confirms the appointment time. She then guides him through the login process and ensures the connection is stable. If there are genuine technical issues preventing a connection, support can be escalated to the clinician’s preferred help desk provider.
Done right, Tier 1 technical support directly addresses patient anxiety. It helps patients feel better about telehealth so that they do not run away in fear. Any practice now utilizing telehealth should have this sort of tech support in place.
On-the-Spot Tech Solutions
So, how much tech help can a medical answering service‘s virtual desk provide? That depends on the service and the training the operators receive. But think of it this way: medical assistants and receptionists don’t go to school to learn about technology. Their focus is healthcare. So relying on office staff to tackle tech problems isn’t a wise idea.
A medical answering service with Tier 1 technical support takes the burden off a clinician’s medical staff. In most cases, trained agents can handle the most common tech issues that interfere with telehealth sessions. These include:
- Login Failures – Operators can help patients reset forgotten passwords, access locked accounts, etc.
- Audio and Video Adjustments – Operators can advise patients on how to adjust their audio and video systems for a good visit. They can help patients give their web browsers permission to access the microphone and camera.
- App Downloads – Operators can assist patients in downloading and installing telehealth apps. Most apps can be installed within minutes.
- Lost Links – Operators can quickly send new links via text or email when a patient loses the original message.
So often, the friction inherent to telehealth is the result of a minor problem that can be fixed with a slight adjustment. Rare are the times when technical issues need to be escalated to the second or third tier. For the clinician who has made telehealth an integral part of his practice, Tier 1 technical support via a specialized medical answering service makes all the difference in the world.
The Virtual Check-In Process
Beyond Tier 1 tech support, a medical answering service can also handle virtual check-in. When a patient logs on for a scheduled appointment, he or she is connected with a human operator who goes through the typical confirmation process. The operator verifies the patient’s identity, checks insurance information, makes sure all medical forms are signed, and so on. When virtual check-in goes smoothly, it sets the patient and doctor up for a seamless visit.
COVID has forever changed how people see their doctors. Likewise, it has changed how medical answering services support their clients. Clinics choosing to add telehealth to their services now need medical answering service providers capable of delivering Tier 1 tech support.
Does your service provider support telehealth? If not, contact us for more information about our medical answering service with Tier 1 technical support.
FAQs
Can medical answering services provide a virtual front desk?
Absolutely. A virtual front desk takes on the responsibilities of a physical reception area, but in the digital space. It includes Tier 1 technical support.
Why can’t virtual desk responsibilities be left to office staff?
They can be, but office staff are typically not trained in tech support. Adding that burden without proper training just doesn’t work.
How can answering service operators help with tech issues?
Most tech issues that inhibit telemedicine visits are minor. They include things like forgotten passwords and lost links. These are all things a virtual operator can handle with ease.
Does virtual check-in help the doctor?
Yes, it does. Virtual check-in allows a doctor to get right to the purpose of the visit. He doesn’t have to spend time verifying patient information, insurance, etc.
Can virtual reception help older patients navigate telehealth?
Absolutely. Trained operators can guide patients through the login and check-in processes, making sure every step is properly completed along the way.
