Just like any other business, customers are the backbone of any medical practice. Without customers coming to your practice, you’re likely to go out of business. Therefore, you need a strategy to make your practice stand out and attract customers. Additionally, you need to offer exceptional customer service to make your customers happier. This requires entrusting a team of professionals to handle your phone answering. Read on to understand ways how an answering service will make your customers happier.
Image credit: nomorephonetag.com
There’s a catch
Some practices allow in-house staff to handle phone calls in a bid to cut costs. However, this is costlier in the long run. Luckily, finding a professional answering agency to handle your calls is a smart idea. This has professional and expert operators with more than technical support to manage your phone calls effectively. Call operators have abilities such as:
- Exceptional interpersonal skills
- Knowledge of solving technical issues
- Knowledge of handling difficult customers
- Installed systems for quick and efficient service
- Diagnosis and dispatch knowledge where appropriate
Here’s how professional call agents enhance the customer experience.
Prompt response to service requests
The phone call is the first line of communication between patients and your practice. Therefore, the first impression counts. You need a system in place to ensure that callers start on the right note to get a good feeling about your practice and services offered. Luckily, professional phone operators make polite acknowledgment of patients’ requests a priority. This sets the tone for the call to make the caller get a good impression.
Personalized operations
Callers hate getting response read from a script. A reliable physicians answering service offers personalized operations to match caller requests. This happens without funneling callers through a predetermined course of action. Professional phone operators know what they do and ensure to attend to every caller request on an individual basis. Listening to caller requests and making appropriate recommendation makes patients feel involved in resolving their concern. This makes them feel confident and your practice’s ability to help them get better.
Detailed support ticket notes
It’s critical in the medical practice to write detailed ticket notes regarding customer requests. These details are beneficial to refer to in the future. Additionally, taking comprehensive patient notes becomes precedence for future similar cases. Call operators can also rely on previous support tickets when dealing with current patient issues. If the patient is having a recurring issue, revisiting the previous notes might speed up finding an appropriate solution.
Appropriate determination of priorities
Medical practices have different priorities at different periods. This requires determining appropriate priorities to meet customer requirements. When the physician is on vacation, the main priority might the operator determining calls to forward to the physician. For after-hours phone answering, the main priority might be to determine emergency calls and those that can be attended to the next day. Apart from the possession of technical knowledge, professional call operators have the capacity to resolve issues and respond accordingly for customer satisfaction.
HIPAA compliance
This is a regulation requiring the utmost security and safety of patients’ personal information. Medical practices have to stay updated and to ensure adherence to these regulations. The regulations are concerned with the storage and sharing of patients’ information. It should be done in the most secure manner such as using encryption but not plain emails or text messages. This ensures that malicious people don’t access the details. Non-adherence to HIPAA regulations puts your practice at risk of fines, penalties, and lawsuits that come with a financial cost and damage to your reputation.
Taking responsibility
Hiring a professional answering service ensures that you will always have peace of mind. The company and its operators take full responsibility for any customer care related case. You’ll have peace of mind knowing that there’s a professional team to resolve customer issues as quickly as possible on the phone. This is very useful when the physician takes a vacation, after business hours, and during holidays.
Skills development
The medical practices are prone to regular updates that require regular skills development to stay at par. Professional phone operators stay updated on the latest technologies and service techniques. Additionally, they ensure to stay updated on the latest HIPAA regulations. This significantly enhances service delivery and boosts customer confidence and experience in your practice.
Bottom line
Customer service is the face of any medical practice. It’s important to have efficient call operators to offer exceptional customer service to enhance patient experience in your practice. Quality phone answering boosts customer loyalty and promotes return customers.
Author Bio
Mike Haynes is a Fitness & Nutritionist Who Believes in Living a healthy Lifestyle.He Loves to write about Fitness & Nutrition. He is also a expert advisor of Medical billing company which is dedicated to provide accurate billing of patients,daily fitness tips, detailed fitness guides & fitness gear reviews.
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