Considerations for Selecting a Medical Call Answering Service

If you've decided to use an answering service in order to take care of your patients outside of normal office hours, that's a great decision

. You're on the right track to providing your patients with excellent care at all hours of the day.

Yet you should be aware that all answering services are not created equal. Here are a few tips that will allow you to choose the best answering service to fit the needs of your practice, and to meet the needs of your patients.

First, you should always use a medical call answering service rather than a "generic" one.

A medical answering service can provide your patients with a higher level of care, whereas a "generic" or "standard" answering service will provide your patients with strictly the bare minimum. Using a service that doesn't operate solely in the medical field will compromise the level of care you provide to your patients. In addition, employees of a medical call answering service will be fully vetted in HIPAA training. Operators must undergo HIPAA training so that they will be well-versed in all areas of health care call center management. Using a generic service would not provide you with the same level of knowledge and skill.

Second, you should not enter into a long-term contract during the initial phase of the project

In general, companies will often offer you a discount if you agree to sign up for a long period of time. However, a call center is one area in which you shouldn't sign a long-term contract because you simply don't know what sort of service you are going to receive until the company actually starts working for you. It's best to ensure your medical call answering service is giving you the level of service you need before signing any long-term contracts.

Last but not least, you should choose a call center that offers exceptional customer service.

The ability of your patients to call your office after hours and reach a live person who is knowledgeable, skillful, personable and friendly simply cannot be overstated. Operators should be trained not only with the education they need to do their job well, but they should also provide your patients a high level of customer service.

Choosing a medical call answering service that offers each of these attributes would be a wise decision.

Considerations for Selecting a Medical Call Answering Service

By: Kurt Duncan

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