Finding a Physician Answering Service - Three "Secrets" That Guide

Why would someone need a physician answeringSome phone answering services offer "call
service? Nearly all physicians have a method forscreening" as a service. Take advantage of this
processing patient calls when their office is closed.service by writing a script that enables a live
But not all methods are equally effective. Manyoperator to determine the urgency level of each
independent physicians use an automated voicecaller. If the physician answering service provides
mail system that directs the caller to leave amonitors to its live operators, your script is on
message and, in case of emergency, to callher screen as she talks with your caller. While it is
another number. For the patient calling on a Fridaynot appropriate for operators to give medical
evening, feeling very uncomfortable and needingadvice, they can ask the caller a series of
only an answer to a quick question or a call to thequestions that enable her to classify the call and
pharmacy, automated voice mail is a hugedirect it appropriately.
disappointment, a letdown that could lead to3. Message Follow-Up Techniques Create
leaving this doctor. On the other hand, physiciansEfficiencies
cannot realistically service patients 24 hours a day.Some telephone receptionist services simply take
The perfect solution for both the patient and themessages and post them for retrieval. This is a
doctor who wants to grow his practice is astep upfrom a recorded answering machine
physician's answering service... with live operators.because you have a live operator taking
It is surprisingly economical and more than paysmessages, giving your patient some sense of
for itself in goodwill. Plus, if the right telephonehumanity, but there are benefits to a physician call
answering service is selected, it can save thecenter service offering a variety of ways
physician time, minimize unnecessary interruptions,messages can be transferred. A quality service
and provide his office detailed records of all calls.can match the message transfer method to the
The difficulty is how to find the most reliable,level of call urgency, including, for example,
professional telephone answering service. Threepatching a physician into a call if the caller needs
"secrets" about the physician answering serviceemergency advice or is highly emotional, calling the
business can help in decision-making.doctor's cell phone or pager, sending a recorded
1. People-Quality Differs Greatlymessage by email, sending a text message to a
Look for a telephone answering service thatmobile device, or simply collecting and organizing
focuses on experience - and hiring competentthe messages to post or send daily.
people, training them well, and retaining them. AskPhysicians are increasingly looking at their practices
about the tenure of the people and if they areas businesses. When they do, they recognize that
trained to listen carefully and to double checkhappier patients are more likely to recommend
details of the caller's message. A patient, caringthem to others, driving the growth of the
voice answering your telephones has a positivepractice. Having live operators answer the
effect on patients and their satisfaction levels.telephone after hours increases patient
Unfortunately, too often in this business, thesatisfaction and gives the practice a more
people on the phones are not well educated orprofessional image. Medical groups have even
well trained. In some cases, the services havemore to gain from a physician answering service
people are taking calls from their homes.because the operators can forward messages to
2. Script-Directed Screening Saves Physiciansthe appropriate doctors instantly, based upon the
Timeoffice's instructions.