Find Efficiency and Effectiveness in Virtual Answering Service

November 14th, 2008

Essential ingredients in your medical practice are your staff members. These individuals are the backbone of your office. They are what keep patients, paperwork and telephone calls moving in an orderly fashion.

In an ideal world, your medical staff would be available 24 hours a day, 7 days a week. You are well aware of the fact that this is not possible. In those moments where the staff is pre-occupied with other tasks, you need a reliable go-to service option. Look no further than a virtual answering service.

Efficiency of Automated Answering Service

At times when you or your office staff is unable to take incoming phone calls, there is the risk of patient calls being dropped. You could turn to a live agent answering service. This type of service will simply take down the message information and move on with the day. The chance of calls and messages falling through the cracks between their service and your office is high. Patients will be left wondering when or even if your office will get their messages. The end result is lost productivity as your staff scrambles to fix everything that the live agent did wrong.

With a virtual answering service in place the end result would be significantly different. As patient phone calls come in, the service would determine the nature of the call. Based on a patient’s response, the phone answering service can distinguish between needing an appointment scheduled, needing non-emergency medical service and needing immediate medical attention. Each call will then be handled accordingly. Patients can breathe easy knowing their medical needs are getting the attention they deserve.

Effectiveness of Automated Answering Service

A live agent answering service is only as good as the person answering the phone call. Outside factors such as fatigue, illness, hunger and jam packed phone lines greatly affect how incoming calls are handled. A live agent service experiencing any one of these factors can equal misplaced or mishandled telephone calls. Patients on the other end of the phone are given the cold shoulder.

On the other end of the spectrum is the virtual answering service. It is immune to human factors like fatigue and illness. Crowded phone lines are never an issue. The service is skilled in handling multiple phone lines ensuring each and every call is properly handled. This service will provide a level of reliability that has your patients feeling respected and validated. An end result such as this will instantly carry over towards the way your patients view your service, your staff and your overall medical practice image.

There is a common misconception in the medical profession that patients want a live person on the other end of a phone called placed to their doctor’s office. While this may be true in some circumstances many patients simply want the call handled efficiently and effectively. This leaves them with the peace of mind that they are a valued asset to the doctor and the medical staff. Trusting this patient aspect to a live answering service agent is risky business. In the event a call gets lost or a message gets misplaced, patients will start to feel lost in the system. Give yourself and your patients the value each deserves with a virtual answering service.

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