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Medical Answering Service Improves Patient Experiences

April 17, 2012 | Comments: 0 | Views: 159

Insurance plans are one of the top issues that most affects medical practices today, from malpractice insurance for the physicians to the medical provider plans that dictate which doctor a patient can use. Most companies go through an agonizing yearly ritual of vetting which insurance companies will provide the best medical options for the lowest cost to the company, while never taking the individual practice into account. As many patients choose their doctors from a list in a book, it is imperative that medical practices differentiate themselves from the practice down the road or across the hall?

How do they make themselves stand out? Giving great customer service from the initial contact is the single most important aspect affecting practices today. What impression does your practice make? Is voicemail the first thing a patient hears? A recent survey asked "What is the biggest complaint you have with your medical professional?" Most of those surveyed said "leaving a message in voicemail and never getting a call back."

Have patients voiced their discontent? Is office staff complaining that they feel as if they are at the circus performing like jugglers on a tight rope? After all, trying to book an appointment for someone across the desk, at the same time pulling a chart to check prescription dosage for the pharmacy on the phone is pretty hard to manage? What about first thing in the morning when just opening the door? The phones are ringing and the first thing staff has to do is go through voicemails that came in overnight? These calls are for all different aspects of the practice. Appointment calls, insurance and billing questions, lab results, and prescriptions to name a few. They are being hand written and forwarded to the appropriate department. How much time does that take staff to accomplish? During that time, the staff member is unable to handle their own job responsibilities.

There are many solutions that can help staff become a welcomed friend rather than the enemy. One option is hiring a professional medical answering service to handle your calls. A good business answering service can handle inbound calls, overflow, appointment scheduling and many other scenarios that will free up office staff. This then allows them to concentrate on taking care of those patients in the office. Any good answering service can separate out calls and forward them to the appropriate staff member as complete messages. This allows staff to return calls in a quick and professional manner because they already know what the caller needs. An answering service that also provides web based documentation creates a management tool that ensures all calls have been handled and nothing can slip through the crack. With management oversight the practice can operate more profitably.

Everywhere from shopping malls to hospitals, companies want feedback. How are we doing? Did you have a good experience? Will you recommend us to friends, family, and social network? The medical community is no different, they must remain engaged or will stop being profitable.

Remember, outsourcing calls to a professional virtual secretary will allow patients a better experience. Those patients will refer the practice to family and friends and staff will have more time to concentrate on the things that are important to the practice and profitability. Everyone wins.

Author writes about a variety of topics such as sales, answering services, call centers and specializes in writing telemarketing scripts and sales tips. For more information visit

Source: EzineArticles
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