Technology has changed the way we communicate. Not only do the majority of consumers prefer communicating via text, email, or social media, but they also expect immediacy. When you apply this to a business setting, it means that to fully satisfy your consumer, you need to be available at all times. If you are in the medical industry, convenience and availability are even more important. How can you keep up with today?s technological expectations in a medical way?
Create an app or internet communication portal
Patients today want to communicate with their medical providers electronically. While it is still important to over phone communication to older generations, an app or internet communication portal is helpful in attracting younger generations. Approximately 91% of all U.S. citizens have their mobile device within reach 24 hours per day and 7 days per week. Having an app or internet portal can improve appointment visits and physician requests.
Direct patients to emergency medical care
One of the problems with not being available in the medical industry is safety. If a patient experiences a medical emergency and decides to wait until the physician is available, this could potentially be life threatening. An answering service medical can ensure that patients are always able to reach a live person, someone that can direct them to local emergency care. Having an automated after hours call service with emergency information might not be enough, as many patients hang up immediately after hearing a recording. An answering service medical, however, allows them to express their medical concerns with an actual person. The answering services professional can then point the patient to suitable emergency medical care.
Most physician offices operate during normal business hours. This can be problematic when trying to reach or communicate with a patient that also works normal business hours. These types of patients tend to handle their errands and finances after business hours. The internet has opened up payment, giving consumers the opportunity to make a payment any time of the day. However, if you do not have an online payment system, it could take longer to receive expected payments. Additionally, if a patient is unable to reach someone with billing concerns, it is likely to take them much longer to pay. A 24 hour answering service can address these concerns and increase the payments received.
More efficient day scheduling
Many medical offices are not even aware of their daytime scheduling problems. If a patient calls into the office to schedule an appointment and is put on hold for many minutes, they are likely to hang up and try again later. They also might choose a different medical provider instead. Additionally, 81% of people will hang up on a business if they hear a voicemail, even a medical business. With busy schedules and office tasks, it is possible that you miss a couple of calls. With the best answering service, however, you can catch every single one of those calls. This results in increased appointments and greater income for the medical office.
Avoid scripted calls
Some medical offices set up an after hours call system. Patients are directed to whichever physician is on call. However, they usually are filtered through an assistant first. The initial call is usually a scripted message and if medical concerns are persistent, they can be transferred to a medical provider. But, with scripted calls, you are not always able to get the full extent of the medical problem. Heavily scripted calls may not be the best approach, they can eliminate two elements essential to the customer service experience, empathy and emotion. Instead, use an answering service medical to fully screen after hours patients.
Medical offices do not always have after hour?s coverage. This can be a problem in many aspects of the business including scheduling, payment questions, and even emergency medical care. Using an answering service medical ensures that your patients are always able to reach a live person, someone that can answer all of their medical concerns and point them in the right care direction.
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