History of No More Phone Tag
When Walter Lundstrom visited the U.S. in 1987 as a Goodwill Ambassador for Sweden and Rotary, he had no idea that he would find the love of his life here. In fact, his having his heart stolen by a southern belle from Nashville, Tennessee is the background story behind Walter’s starting his own company right here in Columbus, Ohio.
Back in the late 1980s, Walter’s interest was sparked in the up and coming world of telecommunications and computers. Being an entrepreneur, Walter saw a business opportunity and he first tried to tackle the Swedish phone monopoly. Unfortunately, Walter was unable to get a telecommunications breakthrough in Sweden. His wife, knowing his undying drive to succeed, suggested that his ideas would do well in her home country, America. It was out of that hard situation that No More Phone Tag was born.
After building his business in the US for a number of years, Walter realized he had also gained a better understanding of what small businesses here needed in a telephone answering service. No More Phone Tag began building exceptional call answering technology tools to serve the needs Walter had discovered.
What are these tools? While we will not spell them out here, these are basically telecommunication tools that are needed to take businesses to the next level. Walter realized these tools also need to be more affordable, customizable, and efficient specific to each company’s situation and image. They also needed to be applicable to both large and small businesses.
The Concepts of our Unique Call Answering Services
Mid-size to large companies, in the past, have benefited the most because they can afford customized systems that are able to maximize productivity and reflect their company image. Small businesses, on the other hand, have had to get by with more generic phone system packages. With No More Phone Tag, you will find that we not only provide the same quality of service but also made affordability a top priority.
We continue to assure that our values always reflect our beliefs. Our mission is to make sure each company:
- remains competitive
- is able to portray themselves as the best at what they do
- and continues to portray a professional and friendly image to each caller, now and in the future
What We Ensure as Professionals
Our updated technologies allow for a complete backup of any current system and have the ability to completely replace your current system if necessary.
No More Phone Tag is HIPAA Compliant, and makes it a priority to remain current on HIPAA trainings and regulations. You can rest assured that your sensitive information remains protected and secure. We follow the same stringent requirements that medical groups are requested by law to use for their medical answering service.
In addition, we are proud to note that our customer service ratings are some of the best. We encourage all potential clients to do their research and are happy when we are able to provide the service and expertise that they are looking for.
In the Interest of Medical Professionals
The services that we offer are especially important in the medical industry. Every medical professional can benefit from a doctors answering service.
With our quality and customizable options, medical professionals no longer have to worry about prioritizing urgency while our products give options to escalate the system based on urgency. In addition, we know that each business owner needs to be able to rely on a company, like ours, that takes care of all the details so that their focus can remain on growing their business.
With these values in mind, has evolved No More Phone Tag’s unique selling proposition: “When Every Call Matters!”
A Note from the Founder
In the early stages of “No More Phone Tag”, I had this idea that our automated messaging service could be used as an after-hours answering service for doctors. However, many people doubted that patients would be okay with talking to a “machine” when they are in pain. Being young and foolish, I believed the naysayers and scrapped the idea. In 2007, 15 years later, I noticed we had several doctor offices as clients. Out of curiosity, I asked them why they used our services. It turned out that they used us as their after-hours answering service because our services worked so much better than what they had previously used.
In order to learn more about what medical practices need from their answering services, I interviewed many doctors, practice managers, and other medical professionals. I got a really clear picture of how calls need to be handled after hours and weaknesses with the traditional answering services.
While the traditional answering service seems ideal, one of the most fatal flaws is that they are not staffed by medically trained individuals. These operators are unable to assess the urgency of your pain or illness, so they don’t know the appropriate times to page the doctor on call. This is frustrating for both patients and doctors because it wastes so much time.
Another problem is that call center jobs don’t attract highly educated employees. Low-paid staff that works the night shift are a lot more likely to make mistakes when taking down medical messages. It is also more common to make other mistakes like contacting the wrong doctor on call, not notifying the doctor immediately when needed, etc. Unfortunately, many doctors think that this is just the way things are and they can’t really do anything about it.
Considering these issues, an automated system would need these basic features to improve the standard system and experience for all parties involved:
- An understanding of the needs and issues of medical practices
- Customizable to fit the individual needs and situations of each particular practice
- An ability to successfully separate the urgent calls from the non-urgent ones while still helping the caller feel cared about and appreciated
- When an urgent call comes in, the on call doctor is contacted in the exact way they have specified with a backup plan in place when they don’t answer
If the answering service is designed correctly, it results in happier doctors and patients. Doctors appreciate a service that is 100% accurate, and also only getting contacted with truly urgent issues. Patients prefer to leave a hassle-free message and receive a call back from the doctor quickly when they have an urgent matter.
Traditional answering services are frustrating for both patients and doctors, so we created something different. Instead of relying on call center staff with no medical training, our service is completely automated, customized to fit each practice. Each office finds that No More Phone Tag successfully separates urgent calls from non-urgent ones, sending the urgent messages to the correct doctor on call faster than any other service.
The doctor is able to hear the message exactly as the patient left it, which eliminates any miscommunication. Notifications are sent through a pager, text, call, or email until the doctor receives the message with the ability to call the patient back privately through the service with the office caller ID.
All of these benefits have shown patients, doctors, and medical offices that they are able to communicate better through automated answering services like No More Phone Tag.