Doctors use virtual receptionist to improve office morale

November 25th, 2008

Doctors’ offices typically face a common challenge of high employee turnover. Because of the stress and fatigue than can come with multitasking and running a healthcare office, live agents often get burned out. Receptionists are usually the first point of contact for patients that come into a clinic or physicians office. They sometimes deal with concerns and complaints. Live receptionists also must answer phone calls, complete routine office tasks, and file important insurance claims paperwork. Though many great front desk receptionists can deliver all these tasks, they can become stressed and tired, and their personalized service can suffer. Plus, other important tasks, like daily appointment reminder calls may get neglected.

The best solution to improve office morale, lower turnover and employee stress, and drive better performance is a virtual front desk receptionist. A virtual receptionist is an advanced technology that operates as a backup receptionist when a live agent is busy, on the phone, or making reminder calls. The virtual medical office assistant can be programmed to complete all important daily reminder calls and relieve that burden from the live agent. A good virtual receptionist can also answer multiple phone calls at once and prevent callers from getting busy signals or being left on hold. It can assist with appointment scheduling and conduct immediate transfers to doctors for emergency situations.

A virtual front desk is also a great value as a backup receptionist compared to hiring another part time or full time employee. A best in class virtual medical office assistant has a moderate up front cost with little to no ongoing maintenance. Whereas employees are costly and have stress, exhaustion and human emotions, the virtual front desk multitasks accurately and efficiently without getting tired or offering up complaints.

More importantly, the virtual receptionist makes both patients and live agents more satisfied. Patients are glad to have their needs addressed immediately as opposed to having to wait. Live receptionists like the backup receptionist support as it reduces their burden, freeing them to deliver excellent customer service and accurate insurance paperwork which drives important revenue. Overall staff morale is greatly improved with happier employees and patients.

There are other great advantages as well with a broad-based virtual front desk. The virtual medical office assistant can complete those tedious reminder calls quickly and accurately everyday. They also allow the patient to confirm or cancel the appointment and can deliver important notes to the patient based on the appointment situation. These are capabilities that are often not delivered or inconsistently delivered by live receptionists. Appointment reminder calls are an important task in any physician’s office as they prevent missed revenue opportunities from patient no-shows or last minute cancellations. Though important, reminder phone calls are sometimes overlooked by the live receptionist. The virtual medical office assistant makes the reminder call process simple and effective.

All of these benefits of the virtual front desk receptionist make it a worthwhile investment for any medical office. Employee morale, customer satisfaction, and overall business performance will all be improved through a virtual receptionist.

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