A medical facility needs to maintain a certain basic standard when it comes to health-related issues. Hence, physician clinics must rely on a doctor answering service to deliver the best customer experience to the patient. However, some myths about doctor answering service can affect your decision to hire an answering service.
Customers Do Not Like Doctor Answering Service:
This is the most common misconception about doctor answering service. In reality, most customers appreciate speaking with an actual live representative, and professionals in the doctor answering service provide a friendly, understanding, and accommodating voice when addressing the issues of the customers. They also help in scheduling appointments and provide any necessary information about the business that the customer needs.
Lack Of Urgency:
Many people assume that these services undermine the importance of every call and message received. But these people are well-trained to respond to every caller and transfer calls swiftly. They may also convey messages in their entirety to the concerned medical practitioner. Thus, they can be very reliable for effectively carrying out tasks and documenting every interaction for future reference and audit purposes.
They Are Mere Telephone Operators:
It would be highly unfair to consider doctor answering service as mere telephone operators as they provide vital support to medical offices and go way beyond their role. They are capable of delivering messages over secure text messaging, scheduling appointments, sending reminders, handling grievances, pre-registering patients, and much more.
They Are Poor Communicators:
Medical answering agents must undergo a rigorous training schedule that includes monitoring
the mock calls initially taken. The priority is that time, and again they have to give each caller their due respect by adopting a patient, courageous, and sensitive approach during each interaction. A professional approach is the only way forward for them as they represent a medical facility.
These services prioritize the interest of the concerned healthcare practitioner in mind at every stage. Before they begin answering calls on behalf of the client, the operators should have an in-depth knowledge of the medical office they are serving.
They have to learn the entire set-up, the commonly used terminologies, the role of the key practitioner, and other crucial inputs. They need to take the time to absorb and retain. In such induction processes, the key stakeholder plays an important role so that all the elements pertaining to their set-up are discussed in detail.
Not Worth The Investment:
Many healthcare centers hesitate to invest in a medical answering service as they feel it is unnecessary. But they ignore the most essential services they provide like the patients can speak to a live individual at any odd hour and expect prompt action. This improves the efficiency of the facility, along with being economically viable. The doctor answering service may also help in streamlining your operations, thus enhancing your patient experience.
Patients prefer the Internet Over Phone Calls:
Though many patients use the internet to make appointments and look up their specific medical needs, most of them still prefer to speak to an actual live representative. Also, not all patients have access to the internet or are tech-savvy enough to make appointments online. So having a medical answering service on board will expand the patients’ choices, and they can use whichever mode of communication they want.
A Physical Exam Is Always Necessary:
Some medical practitioners argue that a physical exam is always necessary and should be the first step toward quality care. However, only the medical history and symptoms are enough for minor or urgent conditions to diagnose and address the issue. Hence, answering services are good for emergencies.
Patient Information Is Not Secure:
Healthcare facilities should know that medical answering facilities ensure strict HIPAA requirements are met and data breach prevention is implemented. So, the information that is shared with the answering service agency is secure, and you do not have to worry about your information falling into the wrong hands.
The Services Are Not Compatible With Electronic Health Records (EHR):
EHRs have become a standard practice for most clinics and hospitals. So in order to be compatible with the latest technology, answering services directly interface with EHRs or may export your data and records to the physician EHR system.
These Services Are Not US Based:
This is one of the main reasons people do not opt for Doctor Answering Service, as they believe such customer support services are outsourced to countries outside the US. But this cannot be true for medical services as the agents have to be in direct and live contact with the clinic or hospital they are working with.
The Final Thought:
Doctor Answering Service offers a wide array of benefits to patients, doctors, and staff. These myths might keep you from contacting your nearest answering service agency, but now that these myths are debunked, you can make your next move!