How Well does your Physician Answering Service Know your Practice?
A physician answering service needs to do much more than just taking calls. It needs to understand how your practice works. It’s true that cheaper answering services generally offer a basic package, which simply answers calls and takes messages. As a doctor, you need to consider whether this is something you want to offer your patients when you can’t attend to them. Do you simply want them to work with a basic answering service? Or would you like them to work with a service that operates as a real team that is part of your practice? If you want the latter, you need to work with a company that is willing to take the time to learn all about your needs.
Each Practice is Different
An effective physician answering service will understand that that each practice is different. Not only does each one operate differently, it will handle its own cases in a unique way. Patients and physician have worked together over time to develop a certain kind of rapport. This is one of the many things that the answering service agents need to understand. In order to achieve this, you need to be clear about the kind of support services that you want to offer your patients. Some services will handle jobs like appointment scheduling, whereas others might undertake emergency dispatches as well.
Apart from understanding the nuances of your practice, a good answering service should also pay attention to how they deal with each call. Clarity, efficiency, and reliability with an eye on a positive solution should be the key for each call agent. The answering service staff should know how to respond to an emergency call and how to route the call correctly. They should also know how to follow the instructions or details that each patient gives over the phone. Call agents should also be courteous and calm with each call, no matter how emotional the patient may be.
The Benefit of Experience
A physician answering service that has plenty of experience behind it will understand the importance of professionalism and call courtesy. These answering service companies have established themselves as reliable answering services through years of experience in the field. This means that they have dealt with different kinds of calls and know how to train their staff to service each call in the right way. They may even offer a guarantee on their services as well. Some companies will refund your money if you are not satisfied with their service after using it for one month. This allows you to test the answering service at no risk to really get a feel of how it works.
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