The very first thing about talking about any type of answering service is the fact that not everyone will appreciate it. But on the other hand, it is also true that for a medical office, it would be highly beneficial. Answering calls would make it easier for businesses to become more efficient leading to a great client interaction. So letting this serve as a stepping stone, let’s dive in on some of the most common challenges customers face without answering service.
Imagine a scenario where only one manager or secretary is in charge, and there are always incoming calls from clients, along with numerous inquiries and complaints. How is it possible to conduct business in such an environment is something, which even I personally don’t comprehend. People have been known to break down watching their email inflow. Can you imagine how deranged and harried an assistant swamped with emails would be? Staying sane with a reception desk that is constantly bombarded with activities is an entirely different struggle. So imagine there is a busy clinic with one or more receptionists working. Now the receptionists hear a ding sound, to their surprise, it’s a notification indicating that there is some unanswered call.
This situation is not the exception. It is the norm for countless outpatient clinics. When the hours are long and the phones are ringing off the hook, staff are irritated, patients are agitated, and worst of all – calls are being missed. This has the potential to be catastrophically damaging on many levels. The solution to this problem is the medical telephone answering service.
The Solution You Never Knew Existed
A medical answering service is an ideal partner who never leaves you and is always available to support you on every phone call no matter the time of night. If they are late night emergencies or someone is asking whether it’s okay to eat before going for a blood test every call will have a solution. These services are not staffed with people who have no idea how healthcare works, rather they are trained professionals who are well-versed in medical triage. They are not simply people who take messages; they are every patient’s guardian angels, appointment representatives or emergency intercessors all at once.
But how do they help keep everyone out of trouble? Let us explain.
- Say Good-Bye To Missed Calls (And Missed Chances)
Phones may not go off, but people sure do need a good rest. Demanding late night phone calls is one of the major issues clinics face and more often than not, they resolve it by not answering the phone at all. To a child’s needy parent at 3.00 in the morning or a patient who is perplexed by their prescription, the right answer to their question lies at a medical telephone answering service.
This not only enhances patient experience but also saves the staff from an unpleasant helping of irate phone calls first thing in the morning.
- Staff Members Can Now Have Their Eyes on The Patients
Nobody has taken up healthcare to answer calls every five minutes regarding flu shots and prescription renewals. During the available hours, when personnel do not have to attend to the constant disruption of phones ringing, they can concentrate on what’s important: quality service to the patients who are present. It’s better for everybody; patients feel appreciated, and the staff can relax a bit.
- Emergencies Are Responded To Quickly And Efficiently
Not every phone call that a patient makes to a clinic is a normal question. There are far more urgent calls that need to be attended to, and if possible, all urgent calls must be attended to without any delay. A medical answering service aids in covering critical medical emergencies in a shorter span of time. This is done by connecting the call to the right person immediately.
It helps in providing even more assistance without overstretching the staff, and everybody gets the help they deserve in a timely manner.
It’s the equivalent of triage, except that it’s for your phone system.
- A Personal Touch, Even Over the Phone
One of the biggest misconceptions about answering services is that they’re robotic or impersonal. Contrary to beliefs, these professionals are often trained to showcase great concern and compassion while dealing with delicate matters. They’re the ones who clients can call to ease their worries and receive good customer service when they require it most.
A Lifesaver for Clinics (and Their Patients)
When you think about it, a medical telephone answering service isn’t just about managing calls. It’s about providing a more broad and gentler healthcare to all the patients. The patients are more satisfied and cared for, the employees are more assisted and engaged. The physicians can concentrate on performing procedures that are important and necessary – to treat their patients.
So, if your clinic is drowning in phone calls and chaos, it’s high time you start exploring a lifeline. Your mental health – and your patients – will appreciate it.
