More and more medical facilities are going the healthcare call center route to address the telephone problem in primary care. This is in a bid offer better services to their patients, and also lessen the workload on their in-house teams.
One of the main problems that hospitals deal with every day is not being able to keep up with the calls and messages. So, they often end up putting clients through long wait times or bounce them around different receptionists to reach the intended recipient or miss the call altogether. Unfortunately, this leads to bad reviews and scores, which eventually ends in them losing patients and prospects to their competitors. In this article, we will look at the call answering problems and what many hospitals are doing to solve this problem.
Understanding call waiting in the healthcare industry
Call waiting allows healthcare providers to keep callers on the line while responding to another call. So, when a patient calls, they are notified to hold on because the recipient is on another call. The recipient, too, gets a tone that alerts them of another call – but to receive the incoming call, they will have to end the original call. This can be a tight spot to find yourself in, especially if both calls are critical. It is even worse when the phone calls don’t stop the entire day.
The most exhausting thing that can happen during a phone call is waiting on hold. A patient does not want to be kept on hold for long – especially since they are not feeling well. This is why it is critical to find solutions to minimize call waiting. One of these solutions is to bring in a healthcare call center that specializes in these kinds of stuff. Often, these experts have resources to ensure that no call goes answered. Unlike you who juggles between calls, patients, and other in-office duties, call center agents only do one thing – answer calls. So, they are better placed to handle all calls. What’s more, these agents work round the clock. So, whether your patients call on a weekend, or in the middle of the night, they are sure to find someone who will offer help.
Solving the telephone problem
Outsource call answering
Outsourcing your call answering needs to an expert is perhaps the easiest way to remove the stress from the process, as it allows you to focus on your core duties. As we have discussed above, these experts will handle all your calls 24/7.
Create a responsive and appealing hospital website and add all kinds of information that clients are looking for. Publish brochures, white papers, FAQs, steps, tips, and other materials that may answer clients’ questions. This may reduce the number of callers by a bigger percentage.
Ensure that receptionists have adequate authority
No one wants to wait for your secretary to ask you about every single detail. A patient would rather speak to you directly and get all the answers he or she needs. Letting your secretary be the intermediary frustrates patients and makes them feel like another number. So, if you have to let the secretary handle calls, then give them enough authority to address their concerns.
When a patient calls in, he or she is doing so to expedite a solution to their issue. They could drive to a nearby hospital or turn online for answers, but they assume the easiest and quickest way to get answers will be to call the office – do not disappoint.