subject: What You Should Know About Your Physician Answering Service [print this page] A physician answering service is a great solution for practices that do not offer after-hours care. This will give patients a way to leave detailed messages, or be directed to certain medical facilities. The answering service representative will act as an extension of your practice, and offer patients a caring, professional voice on the other end of the phone. You will have the peace of knowing that they are in good care, and that any threatening emergencies could be directed to you.
There are a few things that you want to look out for when hiring a physician answering service. Because this company will represent you, you want to make sure that they are professional and have proven industry experience. Before signing the contract, ask for references from previous or current clients of theirs. They should have this readily available, as many people often check references before proceeding with business contracts. Also, ask about HIPAA compliance training. You want to ensure that your patients privacy is protected while they are on the phone with representatives from this company.
The call-center specialists should have a medical background, in addition to a customer service background. This is important in knowing how to delicately deal with patients that may be difficult or experiencing physical symptoms. Check with the company to see if there is ongoing training in this area. Your patients should be given the utmost respect and need to speak with someone that has a basic knowledge in the medical field.
The physician answering service should be located in a business facility, and not operated virtually from the representatives home. This facility should be managed by an industry professional that is trained in dealing with call centers and difficult customers. If the company is located in your immediate area, you may want to ask for a tour of the facility. This will also help give you an idea of how the company operates. Their level of professionalism should meet your expectations.
Your patients will appreciate having someone to talk to when they need help. They understand that you cannot always be available, but would also like the comfort of speaking with a live person. The physician telephone service is a way to offer this comfort to them without overspending. By showing your patients that you are there for them, even in the middle of the night, creates a more trusting, loyal relationship.
