Medical Answering Service Pitfalls

Medical Answering Service Pitfalls

Medical Answering Service Pitfalls

If you work in the medical industry, chances are that you've experienced the frustrating reality that is overburdened admin staff. There always seem to be more calls than can be reasonably answered, and more tasks than there is time in the day. You may be considering the possibility of entrusting some of these responsibilities and overload to a medical answering service. However, there are several potential pitfalls that you should know about before making your final decision.

The biggest pitfall that you can make in selecting a medical answering service is picking one without adequately trained and certified staff. Poorly trained staff can store information inaccurately, breach client confidentiality, and ultimately cost you the loyalty of returning clients. When you decide to contract with a call center, you need to ensure that they are working with the approval and certification of a top-rated review body. If you want the best, you need to ensure that all staff are trained to the standards set forward in the HIPAA (Health Insurance Portability and Accountability Act). Staff trained to these qualifications will be professional, ethical, reliable and respectful of any nondisclosure principles in place.

Another potential pitfall comes to data management. You need to make sure that any medical answering service you work with has multiple data storage solutions, and regularly backs up their information to several on-site and off-site locations. These measures make sure that if there's a power failure or system crash, you don't lose any client information or important documentation. This level of security on their end ensures that you can keep operating with maximum professionalism on your end.

This doesn't just apply to medical answering services, but to all call agencies and call forwarding services: you need to make sure that any third party organization that you work with uses in-house staffing. If they outsource their work to yet another company, then you're two steps away from your clients, and you've lost an important measure of quality control. If they employ at-home call answerers, then you're clients may hear barking dogs and bickering kids in the background when they call. Obviously, this will not leave them feeling confident that they are choosing a reputable medical establishment, and your business will suffer. To avoid this potential disaster, make sure that the organization you work with only directs your calls to in-house staff, who're professionally trained and supervised.

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