Improving Customer Service in Healthcare

Any person who’s ever sold anything can tell you that customer service is one of the most important factors in business. If you don’t have a customer base then you don’t have a business. It’s as simple as that. The same holds true for the health care industry. In all reality, the healthcare industry has become increasingly competitive over the last few decades. People now have more options and more doctors to choose from. This is due to the huge variety of private practices that are now covered by most insurance carriers. People have choices, and sometimes the Choice comes down to customer service.

How are they treated when they walk in the door and when they call into the office?

The first Contact that a customer usually has with a healthcare provider is through a phone call. They call in to make an appointment, and they speak to a receptionist.

This is why it’s incredibly important to have both courteous and knowledgeable staff available to coordinate and respond to phone calls. Scheduling is another thing that is incredibly important at this stage. You want to be able to get your client in at the earliest possible time. This means that your scheduling staff need to be organized and aware of all available appointment times. This can help them to maximize office hours while not making patients wait for extended periods of time.

Whether or not the customer comes back is generally dependent on the treatment by the doctor and actual medical staff. A major concern in the healthcare industry is the lack of afterhours care. It’s very important to understand that Healthcare is a job that doesn’t stop when the work day is over. People can experience serious concerns at any time of the day or night, and the office needs to be able to handle this as well. If somebody calls in with an urgent question at midnight, the answering service needs to be able to accurately direct that call. This can literally be a matter of life and death. This is why it’s so important to have a good answering service for medical offices. They need to be knowledgeable about your practices, and aware of how to direct and categorize calls. A good answering service is also going to be knowledgeable about health care regulations and respectful of the patient’s privacy. These are just a few tips for customer service in healthcare:

Frequent Communication

Customers appreciate a healthcare provider who shows a real interest in their care. This can be demonstrated by follow-up phone calls, and appointment reminders. This allows the patient to express any concerns, and to always be apprised of changing schedules. Having an independent phone service for a medical office can actually make this a lot easier and more efficient.


One thing that all patients absolutely hate is having to wait for hours to see their doctor. It’s important to schedule very carefully and to be organized with all patient information. This allows the medical staff to know what’s going on with the patient before they walk back into the exam room. It also allows medical staff to maximize their time and see as many patients as they safely can.

Patient Concerns

It’s important to provide patients with the safe place to express their concerns and comments. Take these very seriously, and make changes based on what they have to say. If a patient comes to you and wants to discuss something, be open to it and really listen. A good health care provider can have a client base that lasts for a lifetime.

How Call Center Services Can Benefit the Healthcare Industry

The healthcare industry plays a very important and sensitive role, and the well-being and lives of many people depend on the kind of services they provide. This is why the doctors and other healthcare professionals try to do everything and take care of the minutest details to make sure there are no scopes of errors left.

However, the demands of the patients are increasing each day and are not limited to the usual working hours of the hospitals. They may call up at odd hours to get their concerns cleared, or there may be an emergency and they may need help in the middle of the night. This is when the services of a professional call center prove to be of great help. Most healthcare facilities are hiring such call centers owing to the various benefits they offer. Let us get to learn about four such benefits that you too can enjoy on seeking services of a professional call center.

1. Focus only on your work
Doctors, surgeons, and nurses spend a great part of their life studying and then training to become healthcare professionals. Obviously, it cannot be expected of them to end up receiving calls from patients and leaving other important tasks behind. At the same time, if the calls are not answered they may have to face problems and they can be blamed of neglecting their patients. If the task is instead outsourced to a call center things will be managed professionally while the healthcare professionals can continue focusing on their duties without being distracted by the phone calls.

2. Enjoy expert services
If you hire the best healthcare call centers you can be sure of delivering proper, professional services to all your clients. The executives of such call centers know how to skillfully manage their task, and can help you not only in customer service but also in IT, accounting, payroll and other areas which you may never even have thought of. So, you can enjoy so many different types of services without having to employ different professionals separately from all these departments.

3. Enjoy great services yet save money
All professional healthcare call centers hire and train their people in a perfect way, though you also have the option to send your in-house trainer. You will be saving a lot by not hiring a full-time employee to answer the calls, and this amount can be used to make your patient care services even better. Though the operating costs of call centers are less but that does not mean you will be compromising on quality in any way, and instead, you can be sure of enjoying complete professional services.

4. No risks involved
Since the healthcare industry plays a very important role even a thing like answering calls which may sound to be so simple is actually very important. Wrong information given or call not properly answered can prove to be dangerous. So, instead of hiring a full-time employee who may not be that well-trained, it will be safer and a much better option to seek services of a call center that has trained professionals in this department, who are aware of medical terms and can provide timely and proper help and guidance.

The call center services provide great help to healthcare professionals and share their burden in a wonderful way. This is the reason why almost every healthcare facility chooses to use such services and is more than happy with their decision.

4 Errors Office Managers Make In Choosing Doctors Telephone Answering Services


Sales reps and cold calls into doctors offices, medical practices and medical care facilities are a part of life that office managers learn to handle very quickly. However, there can be very persuasive sales messages that may entice an unsuspecting office manager to choose doctors telephone answering services that really don’t offer the services you need.

At No More Phone Tag, we don’t use any high-pressure sales; we believe that our product and the testimony of the doctors, clinical managers and facilities across the United States that use our services will do our talking for us. However, we do offer a full 14-day free trial, allowing you to try out the system for yourself.

Before agreeing to any doctors telephone answering services, we would like to provide you with four different areas of potential problems with a live operator or low quality automated systems.

Not Understanding the Terms and Pricing

Terms and pricing can be complicated with medical answering services. Many companies operate on a specific rate per incoming and outgoing calls, with additional fees if volumes should exceed that contract amount.

These types of costs make it very difficult to budget, and also difficult to predict the level of service you need. We offer a simple flat rate service, with no restriction on incoming or outgoing calls, without any change in price or terms.

Assuming a Contract is Best

While a contract does guarantee the provider will continue to provide service, it really does very little to protect you as the client. Instead of having our clients sign on to yearly or multiple year contracts, we offer our service without any need to bind our customers to our doctors telephone answering services.

With over 9 out of 10 doctors that try our service staying with us until they retire or close their offices, we know our service and our features will keep our doctor’s coming back month after month.

Choosing Outdated Services

With new technology and security, there is really no reason why some systems refuse to place calls to on-call physicians using cell phones. Additionally, with secure email and texting options we offer our customers the option to get messages in ways that are fully HIPPA compliant but that work for their needs, without the limitations imposed by some services.

Also, and this one bears keeping in mind as a key factor, don’t be drawn into the myth that patients want to talk to a live person. They want to leave a confidential message for their doctor and know they will receive a call back in minutes, something our system can provide without question or compromise.

Opting for an HIPAA-Compliant Answering Service for Doctors

When choosing a physician, patients have many options but you are the one which must ensure patient retention. Typically, this depends on satisfaction from the patient, which is why medical practices today focus on enhancing the interaction experience of patient and doctor, and the ability to spend more time with the patient. An answering service for doctors is a way of keeping your patients satisfied by including this personal touch to their communication. Employing a professional answering service to respond to your patients’ needs 24/7 is an excellent idea, but you must ensure that service is HIPAA-compliant with capability of safeguarding patient’s data.

What is HIPAA?

HIPAA stands for Health Insurance Portability and Accountability Act, legislated for protecting privacy of health information of an individual. Violation of HIPAA occur when an employee stores patients data in an unsecured device, when stored in unencrypted form, when an error happens in data entry and storage, or lapse in notification of a data breach. There may be heavy penalties along with jail time for HIPAA violations, whether from negligence or carelessness. Be sure this company had training with HIPAA and receive ongoing training. This explains why an answering service for doctors you employ must be HIPAA-compliant.

Focus on Patients

When employing an answering service for a doctors that is HIPAA-compliant, you have peace of mind knowing sensitive information about your patients is being managed by a qualified company which have HIPAA-compliance knowledge. This allows focus from medical staff to remain on important tasks while also spending more time with the patients. Because more attention patients are able to receive, their care is enhanced, and they are more satisfied with their doctors, leading to a higher patient retention level.

A Patients Trust in Their Doctor

There are many answering service companies available for doctors, but making sure they have the HIPPA-compliance knowledge and experience is most important. Getting phone messages to you in a timely manner or calls being triaged correctly will not matter if a patient’s personal information is not protected properly. Not only is it a law to keep their information safe, patients depend on you to make the right choices to protect it and keep it out of the wrong hands.

Employing the right answering service for doctors will not only protect your patient’s information, they will also make sure all patients emergencies are put through immediately to the doctor on call. Your patients’ needs always come first to a great answering service.

HIPAA Compliant Medical Answering Services and OMNIBUS

All medical professionals are familiar with HIPAA laws and how they affect the way personal information is transmitted, stored, and taken in. However, some doctors may not be aware of the importance of HIPAA compliant medical answering services. In fact, what you don’t know can get your practice fined and it could be very costly. Here are some important reasons to make certain your answering service is HIPAA compliant and why you need to know about OMNIBUS.


Are you completely aware of the OMNIBUS Final Rule and how it affects your business, especially your answering service? The OMNIBUS Final Rule is a civil rights law intended to make it easier for patients to access their healthcare records and to increase the security of these records. It went into effect in September of 2013.

Noncompliance with OMNIBUS can result in significant fines. In fact, fines are imposed depending on the severity of the negligence, and can be as much as one and one half million dollars.

Who is Affected by OMNIBUS?

Medical professionals and their employees must comply with all HIPAA regulations including OMNIBUS. However, this also includes business associates who have access to private patient healthcare information, and this is a very important reason to choose only HIPAA compliant medical answering services. Your answering service is a business associate.

How Can an Answering Service Get You Into Trouble?

It only takes one simple breach of personal information to cause you problems with the law. For example, if someone takes calls at your office and tells anyone about personal health details, this is a breach of privacy, and ultimately, the medical professional is the one who is liable.

Of course you can’t control everything a person does and says. However, you can take steps to ensure maximum privacy. One of the best ways to ensure privacy is to go with fully automated HIPAA compliant medical answering services.

An automated medical answering service does not gossip or make errors in judgment. It simply follows the program and functions the same each and every time. A competent system can easily screen calls for your business and make sure urgent messages are received by the right people.

Checking HIPAA Compliancy

The answering service company you choose must understand all the privacy laws and updates. Make sure the company has someone specifically trained in HIPAA laws. Reputable HIPAA compliant medical answering services will have no problem answering any of your questions on privacy issues. They will discuss your needs and help you find a customized solution.

Why Automated Medical Answering Services Are Gaining in Popularity

Are you completely satisfied with your medical answering services? Do you always get your messages and are the important ones prioritized? How about the cost? Do you think you are paying far too much? Maybe the problem is not your system but the people who operate it. In fact, you may be much better off with a totally automated system, and here is why.

Human or Automated?

There are some common misconceptions about automated medical answering services, and many people feel they are cold and impersonal. However, this is not the case. In fact, an efficient system helps the patient get the best services and the doctor becomes more efficient in the process. Here are some examples:

  • People can make mistakes – a fully automate answering system does not make errors once it is properly set up.
  • People can be in bad moods – Anyone can have a rotten day and not all people are capable of concealing this, and it comes off in the way they treat others. Your patients may feel like they are unimportant if they are talked down to, or they might believe the staff has been rude.
  • Your staff may forget – when someone is busy he or she may put the caller on hold and then forget. This has happened to just about everyone at some time. Your automated system works the same each and every time.
  • Your employees may become ill and not show up for work – automated medical answering services show up every day. They perform their duties flawlessly 24 hours a day and 7 days a week. Your answering system never asks for a raise and has no need to take a vacation or lunch break.


As a general rule, it costs more to use people for medical answering services. They expect to be paid a descent wage and receive benefits. In fact, if you check into the prices of human operated answering services, you may get a shock. Even some automated services can be very expensive. This is why so many medical professionals are turning to a flat rate automated service like No More Phone Tag.

Why No More Phone Tag?

No More Phone Tag services do not require a great deal of high tech and expensive equipment. All you need is your current phones or phone system. Our automated service has the ability to screen calls and contact physicians in several ways. To check out No More Phone Tag, visit today for info on a free 14 day trial.

Is Your Healthcare Call Center Putting Your Practice at Risk?

Today, physicians have to be very careful about the way they conduct business. For example, it’s much easier to be involved in a malpractice suit because people are becoming more litigious. You might not realize it, but your healthcare call center can make one mistake and it could cost you dearly. Here is how this can happen.

Let’s take the case of Dr. Smith (a fictional physician). Dr Smith understands the importance of having a healthcare call center, but he is not fond of them. In fact, like some doctors, he looks upon call services as a “necessary evil” due to bad experiences in the past. However, the doctor spends way too much money for a few services and they are not the most competent.

One evening a patient of Dr. Smith (Mr. Jones) calls the office. He is suffering with blurred vision in one eye and numbness in his right hand. This came on suddenly and he called the office of Dr. Smith because he was concerned. Mr. Jones contacted the healthcare call center and was advised to go to the ER but he was also suffering with confusion and was adamant on talking to Dr. Smith. The answering service promised to contact Dr. Smith so he could call back Mr. Jones as soon as possible.

Dr. Smith was not notified for several hours and when he called Mr.Jones, he told him to go to the hospital immediately. However, due to this delay in communications, Mr. Jones did not receive the proper medication within the three hour time frame of having a stroke, and he suffered permanent paralysis. As a result, his family sued Dr. Smith for malpractice.

Your healthcare call center is much more than an answering service. It represents you and if your service is incompetent you can be held legally liable. Many things can go wrong with an answering service and you need a company known for dependability and competence. So what can you do? Check out what No More Phone Tag has to offer:

  • Calls answered right away – no more being placed on hold
  • Fully automated system removes the “human error” factor
  • Urgent calls are filtered from non urgent
  • Receive notifications via home phone, pager, or cell phone
  • No more “second hand” messages – you hear exactly what the patient said
  • No rude or insensitive people answering your phone
  • HIPAA complaint

No More Phone Tag is available on a free 14 day trial. It’s a flat rate healthcare call center service with no long term commitments. There’s no reason not to try it today.

Have You Really Checked Out Your Medical Call Center?

Do you have any idea what kind of service your patients receive when they call your medical call center? In other words, have you put yourself in the place of the patient and actually called your own service during and after hours, to see how effective it is? If not, you might be in for a big surprise when you do. Why not give yourself a call? Here are some important things to think about when you make this very important call.

Strategy One – Become a Prospective New Patient

Call the number and inquire about making an appointment with your practice. This will give you an idea of the wait time. For example, if someone contacts your medical call center and is placed on hold for a long time, they may simply hang up and go to another doctor. Plus, you might be totally unaware this is happening.

Strategy Two – Monitoring Patient Calls

Ask a patient to call your service with a message at a particular time. Why is this so important? You might not be getting all your calls during off hours. Nothing is more frustrating to your patients, than not being able to contact you when they need you.

Another way to monitor patient calls is to perform periodic patient satisfaction surveys. This can be done in a number of ways, but the best method is to hand each patient a survey form, when they sign in for an appointment. This will give them something to do while they are waiting. In addition, it shows you care about your patients.

Strategy Three – Monitoring Doctor’s Calls

Ask another doctor to contact your medical call service with an urgent message. Make sure you know when the call was made. This way, you know just how efficient your answering service is.

What Makes a Good Medical Call Service?

A good answering service can meet all your needs. Plus, you should have the ability to customize the service as your needs change. An effective service can easily separate urgent calls from the non urgent ones. However, patients still need to feel they are being treated with courtesy and respect.

With No More Phone Tag, your patients feel important because they know their urgent messages will be responded to promptly. This also makes it easier on you, as a medical professional. You won’t have to be bothered with unimportant messages after hours and the important messages will get through to you. We offer a free 14 day trial for our medical call service and you don’t need a credit card to take advantage of the offer.

Latest Medical Answering Service Reviews

If you go online and look for “medical answering service reviews” you’ll find a lot of different information. In fact, some of the info can be conflicting, so what can you do? We recently visited a well-known website known for reviewing many kinds of products and services, and checked out the reviews on answering services for medical professionals. Here is what we found.


Without mentioning any names, here are the top ten answering services according to this website. The top service charges a setup fee of $49. Now at first glance this does not appear to be expensive. However, there are more charges. The cost for 150 calls or 500 minutes of service is $399.

Now remember, this was the top selection of the medical answering service reviews. One service charges $469 while another charges $540 with a $105 setup fee. So how does this stack up against No More Phone Tag services?

No More Phone Tag is a flat rate service. You pay a flat fee of $65 a month for one or two doctors. This is very simple and straightforward. Now let’s look closer at those other service’s fees.

Suppose your practice gets 20 calls a day, five days a week (a conservative estimate). This is at least 400 calls per month. If you are paying $399 for 150 calls, 400 calls would be in excess of $798. Now compare this to $65 each month and you’ll see there really is no comparison.


We tried to check the number one rated company on the medical answering service reviews, but it was not possible. When you go to check out their plans, you must put in your company information and try their demo. No More Phone Tag has no commitments or contracts, and this information is readily available at the website.

What’s The Best Way to Check out Medical Answering Service Reviews?

You can read a lot of information and it’s up to you to decide just how credible it is. The best way to find out about and answering service, is to experience it firsthand. No More Phone Tag let’s you try the services free for 14 days. You do not have to sign a contract and there’s no need to give us your credit card information. This gives you the chance to see what kind of service we have to offer, and you can evaluate the service for your communications needs.

Medical Answering Service For Your Practice

Medical Answering Service For Your Practice

Quality Service

  • Handle calls for your practice in the most friendly and professional manner possible
  • Handle calls 24/7
  • Price that fits your budget

Accurate & Professional

  • Our medical answering services, in contrast to most others, are so accurate, professional, and patient friendly that
  • § When they get a chance to compare answering services, 9 out of 10 doctors chose No More Phone Tag
  • § Our yearly retention rate is 96.9%


  • Pricing is just one low flat rate ($65) every month, whether you have a hundred callers or a thousand.
  • This method of billing is a much better alternative for any medical office because the costs can be easily factored and fit into any monthly operating budget.
  • There’s no more worry of nasty surprises at the end of the month when the bill arrives.

Our Physician Answering Services

  • Answer every call on the first ring, and separate non-urgent calls from the truly urgent ones
  • Make sure the correct doctor is notified immediately
  • Allow the physician to call back to patients without needing to block his/her caller ID
  • 100% HIPAA compliant

How It Works

  • On-call physicians will hear emergency messages word-for-word
  • Dispatches emergency messages to a cell phone, pager, home phone, text or all the above
  • Dispatches to multiple backup numbers if no response to an emergency call
  • Automatically delivers non-urgent messages the next day, or instruct caller to call back during regular hours
  • Allow on-call physician to privately transfer live to their patient in need
  • Deliver emergency messages word-for-word by email

We make it easy for you to:

  • Provide exceptional patient care
  • Feel confident that ONLY truly urgent issues are escalated
  • Never have to worry about missing important calls
  • Save money

No More Phone Tag FACT

  • No More Phone Tag’s automated answering service does a better job at getting ONLY the true emergencies to the doctor while screening out all non-urgent issues.
  • The patients spend less time with the service
  • The doctor is notified more quickly (instantaneously), and the doctor gets first hand (in contrast to filtered) information.
  • It’s quicker and easier for the doctor to call back (no need to block caller ID).
  • Patients and medical professionals want to be able to leave a message as quickly and as easily as possible.
  • The hassles and delays while dealing with a call center employee can often be very frustrating.