subject: Medical Answering Service Staff Should Be Well Trained [print this page] In order for a medical facility to run smoothly, there has to be a process in place to handle the overflow of patient calls. This could be done by hiring an additional employee, however, this is an expensive solution for the problem. A medical answering service would not only be able to help with overflow calls, but also assist patients after hours. This service is invaluable to many doctors, and has proven to be a necessity for busy practices.
While some doctors are not available after hours, others prefer to have patients reach them at all times during the day. Employing a call service to filter these situations could allow the doctor to have certain medical emergencies directed to them, and others assisted by the call-center representative. They could be given instructions on how to respond to patients with certain requests, or simply be there to take the message. With a medical answering service, you have the option to tailor the patient communication to your practice needs.
Another advantage of contracting with an answering service is that they are available to take calls during the day. This is particularly helpful during those times when the office is busy, and everyone's time is occupied with patients that are physically in the office. The answering service representative could be directed to give callers a detailed message or one that is more general. If you're expecting a call from a certain patient, you could also give the representative a specific message for that patient. Your options for customization are endless.
While hiring a medical answering service is ideal, there are a few things that you should look out for before you sign the contract. Make sure that the company does not have virtual employees, but instead operates from a professional facility used intently for business. This will prevent your customers from being subject to household noises while they're trying to reach you. Also, ask if the employees in the company are trained in HIPAA compliance. It is important to know that your patients information will be kept confidential, even if it only consists of a phone call.
By hiring a service to answer your calls, you could not only save time but also money that you would have to spend on an employee to do this for you. The answering service could be much more efficient, and is available 24 hours a day.
