A doctor answering service is the key solution to easy handling of work accumulated throughout the day. As a doctor, you can outsource a phone service support and decide how you want your calls handled. Answering services screens and set appointments with your patients as well as pass information from your clients to your CRM software.
There are various considerations to make before taking the answering service. Below are tips and tricks that will help and guide you on your way to getting the best out of your call center.
HIPAA Compliant Answering Service
The offices and any medical practice that handles Protected Health Information is required to have a HIPAA compliant answering service. It means that the patient’s data is protected and it cannot be delivered via emails or text. The fax is also HIPAA compliant, and some of these services can direct you to an online portal where you can view your messages in a secure environment.
Appointment Scheduling and Handling Emergency Calls
Most people who call doctors’ offices want to schedule, reschedule or cancel appointments. Having an answering service will help to manage and keep your calendar updated without having much input from your side. If the service is HIPAA compliant, the rescheduling or cancellation of appointments should be done outside the calendar. It does not allow operators to view or edit scheduled appointments.
Handling emergency calls is vital rather than pushing all patients to voicemail even after working hours. It is vital to have screening questions to ensure only emergency cases will be handled the right away. You can also have a setup where emergency calls are directly transferred to the practitioner on duty.
Some patients will call for prescription refills. Some may not be urgent while other requests can be emergencies in cases where the patient have run out, and it’s important to have the refill. When handling such cases, it is important to have the right FAQs as they can help the operator as they talk to your patients and know how best to help them.
Hospital Calls and Consults across Medical Experts
Your hospital can receive calls from other medical professionals, hospitals or home care services that treat your patients. You can set up screening questions that will help identify the reason for the call, the patient’s name, and the other vital issues.
Also, sometimes the caller may want to speak to specific doctor members of the staff. You can program your script in a way it identifies the staff members and their positions.
Downloading the Mobile App
Technology has helped in advancing services everywhere. Most answering services have their mobile apps which you can use to retrieve messages. If you get urgent messages, you can log in and view the details or listen to the recording if available.
Having a virtual receptionists is vital especially after-hours or in cases where there is overflow. It ensures you do not miss a call and you can reach every patient that tries to reach you. It is also vital to have trial answering services before fully deciding to plunge. The trial period will help you decide what’s best for you.