Every healthcare BPO (business process outsourcing) wants the best for their clients, which includes providing stellar healthcare to its patients.
Apart from doing their job well, another important task handled by medical answering service providers is to sort the doctor’s work life and make them more accessible to their patients as well as employees.
However, given the hectic schedules of medical practitioners, the latter part is hard to achieve unless it is supplemented by an efficient partner. This is where a professional and reliable Medical Answering Service comes in.
An efficient service provider handles these tasks by acting as the virtual front desk to patients who call in. They not only free-up the office assistant from answering calls but also make them available for other important administrative tasks that can make your business run smoothly.
Another challenge faced by healthcare businesses is missed appointments. Healthcare providers often struggle to keep up with missed appointments as it becomes to call up each of them and confirm if they will be arriving on their scheduled time.
A helping hand from medical service providers can really help in ensuring that the appointments are either concluded or modified/cancelled, minimizing no-shows.
In this article, we will discuss why your business needs to consider outsourcing your answering services, if you haven’t done that already.
But first, let us answer the question – why?
Why You Should Hire Medical Answering Services?
When you outsource medical answering service needs to a third-party vendor, you can get round-the-clock assistance of trained professionals who can contact your patients after business hours to handle your appointments.
The service providers design their offerings in such a way that it makes the doctor’s life comfortable and also helps your staff plan their responsibilities in a more effective manner.
Make sure you check their services before hiring a vendor. A well-rounded med answering service usually works across all medical fields such as pharmaceutical groups, physician answering, doctor answering service, infirmaries, hospitals etc.
Services Offered by Medical Answering Services
A trained team of professionals can handle everything from sending messages to patients, handling emergency calls, fixing appointments etc. These service providers can create customized scripts as per the nature of your business and follow the call-procedures as determined by you. Some other services provided by these providers include:
Inbound/Outbound Customer Service:
These professionals are trained to handle your business requirements and can answer all healthcare-related queries. They also work 24/7 which means your patients always have access to you, no matter when they call.
The patients can call in during emergencies and get connected to a concerned human that represents your business. They can also call in to reschedule or cancel their appointments.
The medical answering service agents make outbound calls to give reminder to patients about their upcoming appointments. This extra step ensures that you fewer no-shows and more patients show up as scheduled.
When your patients call out of business hours due to some emergency, these agents will not only follow the correct emergency call protocol but also ensure that their needs are addressed in a professional manner.
Depending upon the nature of emergency, these agents can patch the patients through to the next available doctor or schedule an appointment on priority basis.
The agents can also page doctors and nurses to seek the right course of action so that any misfortune can be averted well within time.
Not a call will go unanswered when you have a team of trained professionals who are there to work with you at all hours. Being available round the clock will give your business the edge it needs to stay ahead of competition and also gain loyal customers.
These vendors understand that there are lean periods and then there are peak times.
More often than not, the service providers will be happy to provide scalable resources so that you are only billed for the hours when people were actually working for you, rather than having a full-time resource that may or not have work all the time.
Additional Medical Answering Services You Can Find
In addition to all the above mentioned services, you can also check with your vendor about the following services:
You vendors should document each call so that you always have a record of patients when you need them for reference. Record-keeping not only makes your business efficient but also keeps your patients satisfied.
Centralized Access to Patient Information:
The service provider should have infrastructure in place that allows you to access updated patient information whenever you need it.
A robust communication system should be in place so as to access all the medical professionals via phones, emails, fax, voicemail etc.
Make sure you have checked all these aspects before signing the contract with the medical answering service provider.
Learn More: Healthcare Industry Challenges and Solutions
About the Author
My name is Nancy Ahuja and I am a fitness and nutrition expert who believes in a healthy lifestyle. I am also an adviser to the Medical billing Company who provides accurate patient billing, daily fitness tips, detailed fitness guides and reviews of fitness equipment.