Patients and visitors will find clinics and medical centers to be very busy on days such as those of the weekend. This is the time when most individuals are off from work and get time to get checked up. It is natural for specialized doctors to feel pressurized while handling both calls and patients, and that’s why they should take help from a reputed medical answering service. Although call volumes are traditionally high on the weekends, this can never be forecasted as a sure shot trend.
Better Medical Attention
All individuals in an ideal world should do only the work that they specialize in, or else there may be plenty distractions. With a well known medical call answering service taking care of the calls and correctly routing them, doctors can give their patients undivided medical attention. In today’s world, a customer will always choose one medical center on the basis of 2-3 main reasons- location, doctor’s expertise, and customer service.
Training is Necessary
Agents in the company providing answering services would first have to be briefed about clinic protocol. Unless they’ve already worked at similar setups, it would take them 1-2 days to get familiarized with the medical language and the nature of calls. As they would be working from a remote location, it would be easy for them to address and calm patients with neutral perspectives. Doctors may need to tell them about prioritization of calls, allowing the experts to handle medical issues as per seriousness.
Customers calling medical centers always search for a sense of calmness to be able to freely air their issues, and that’s where the service representatives help. The professionals already know how to use empathy and care while dealing with such customers. Compare this to a doctor harassed with many patients and calls- which one looks better?
Top Features of Medical Call Centers
- Doctors feel confident that issues are escalated as per order of urgency
- Patient-clinic confidentiality is given high importance
- With agents attending to more calls and handling them professionally, doctors will be able to treat more patients, thereby leading to better business
- Representatives will use briefings to correctly understand and imbibe medical center values as they are the first ones to interact with customers
- Multi-language options will be available
- Backup numbers would be available for emergencies so that alternative doctors can take up cases
- Time given to patient issues must be similar in similar cases, irrespective of profiles
Since a large volume of calls will be made every day or every other day, it makes better sense for the call center to charge flat rates instead of a per-call rate. There may even be variations in volume from one month to another.
Urgent and Not-so-urgent Calls
Medical answering services will either get urgent and not-so-urgent calls. It is ideal for the urgent calls to be connected to doctors within 3 seconds while others can be transferred in order of arrival. Of course, many of the latter type of calls may be addressed by the representatives themselves.
Irrespective of doctors being present or not, call center representatives will be available 24/7, to ensure that no emergency cases are missed. Time is very important when it comes to dealing with critical medical problems.