What to do When Your Practice is Drowning in Customer Service Calls

What to do When Your Practice is Drowning in Customer Service Calls

Your patients are your bread and butter, but handling their needs efficiently can be a tricky endeavor. You need to have a system in place that allows you to handle patient calls, both incoming and outgoing, effectively. Successful patient communication is an entire process within itself, requiring a high level of customer service and ongoing training. If you want to manage your customer service more effectively, it’s time to take a look at the options available to you.

Outsource to a Call Center You Can Trust

Before you start hopping from one customer service center to another, take the time to truly research the call center to make sure it is a good fit for your practice. Build a relationship with them so the virtual receptionists can better understand the services you offer, your practice’s protocols and the types of customer questions that are most common. Working closely with them will ensure they thoroughly understand your practice and in turn, can provide superior customer service to your patients.

Time Saving Perks

Your service provider should also be able to provide solutions like appointment scheduling and automated appointment reminders. These services free up your receptionist to handle other pressing matters in the office, while making the appointment scheduling process easier than ever before for patients. If you offer lab services, you may want to take advantage of the automated lab feature that allows patients to enter identifying information and receive their lab results without having to speak directly to a nurse or lab technician. Your staff’s time is valuable. Having a dedicated call answering service lets your staff concentrate on the important areas of patient care.

Money Saving Benefits

In addition to providing you with professional customer service, you also want to ensure your service is able to provide 24/7 availability. Being able to be open virtually, allows you to extend your business hours without having to pay wages, utilities or other bricks-and-mortar business costs. Your patients will appreciate being able to reach your office to schedule appointments, reach an on call doctor or nurse during emergency situations and leave messages for the appropriate staff member at all hours–day, night or on holidays.

Choosing the Right Medical Call Center

A final note about choosing the right center for your patients is to look for a provider that has medically trained call center staff. You will want to make sure you partner with a call center that is capable of handling common questions, is able to understand medical terminology and can follow your practice’s and HIPAA protocols. Your doctors work hard enough; they shouldn’t have to be woken up in the middle of the night in error due to an agent that is unable to follow your on call procedures. Take your time and find a center that is HIPAA compliant and capable of providing an efficient and secure service.

Caring for your patients’ needs is your top priority. As a result, it’s time to delegate your patient call service to a third party that is fully capable of providing the same expert finesse to your patient communication as you do when providing medical care. Focus your medical practice’s energy on the patients’ wellness and treatment, while allowing AnswerNow to cover the bases for serving your patients’ call needs.