Using a Medical Call Answering Service

Using a Medical Call Answering Service

Using a Medical Call Answering Service

Are you considering using a medical call answering service to handle overflow calls for your medical office or treatment center? Maybe your office is only open for business five days a week, but you want to provide your clients with a human operator to speak to for those other two? There are a lot of good reasons to consider outsourcing calls to a medical call center. The key is picking the right one, and making sure that it fits your needs and your budget.

Depending on the medical call answering service in question, you might see a lot of different options and service packages. How do you know which one is right for you? Start by assessing your existing office admin situation. Are you experiencing an overflow of calls when your office is open? Are you planning to downsize the admin/reception department? If so, you may want to consider working with an agency that can provide you with additional support during the hours that you're open, in addition to after-hours. One other option you may be interested in is that of a nurse telephone triage. Don't know what that is? A nurse triage line connects callers with experienced, trained nurses. They can get answers to quite a few of their medical questions, saving your general practitioners from having to field them during an already busy working schedule.

Regardless of the parameters of support that you're getting from your medical call answering service, there are a few non-negotiables that you should expect and demand when looking for the right agency to work with. The first is top of the line certifications, training, and quality assurances. You'll want to make sure that all staff at HIPAA trained, for starters. You'll want to know that you'll never experience a breach of confidentiality, or a disclosure of restricted information. In addition to these staff requirements, there are some digital security requirements that you should seek out. The first is that all data has multiple levels of back-up, and that their information storage solutions have access to an emergency power system in the event of power failure. You'll also want to make sure that they have a redundant telephony and communications provider, so that your clients never experience service downtime, even in a disaster situation. Finally, you want to ensure that information transfer is carried out in a HIPAA compliant fashion, so that you never have to deal with a breach of security with your medical call answering service.

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