You never get a second chance at a first impression.
While it might seem obvious, many medical practices don’t realize the power their receptionists have on their patients. From scheduling appointments to answering frequently asked questions, a medical receptionist often holds the fate of their employer in their hands. While the work might seem tedious at times, it’s important to hone those medical receptionist skills as quickly as possible. Fail to deliver on patient expectations and they might simply hang up and dial your competition. Here are five things a medical receptionist should know about handling patient phone calls:
When it comes to our health, we expect our doctors and nurses to follow the highest standards possible. When a medical receptionist greets us politely and addresses each concern with patience, it’s easy to bank on the in-house medical team holding themselves to similar standards. Conversely, when a receptionist is rude or impatient, we’re less likely to want to come in for an appointment.
Answering the phone should be like greeting a patient who walks into the office. By addressing them kindly, answering questions with empathy, and following traditional phone etiquette, medical receptionists can ensure patients feel comfortable about their appointment. It’s an easy way to project an image of confidence, authority, and professionalism.
Verifying patient information comes standard for receptionists in the healthcare industry. It’s one of the main tasks required for the job. Unfortunately, not every medical receptionist takes this duty seriously. Carelessness can lead to mistakes and, in some cases, HIPAA violations.
Take time to verify insurance information, birthdates, and patient contact information with an eye towards privacy. Ensure records are updated regularly, be careful what you share over the phone, and never send sensitive information via unsecured text message. Online healthcare communication portals are growing in popularity, but they’re the only recommended way to share private medical details virtually.
A large number of callers will be dialing in to speak directly with their doctor. Given the hectic schedules of most physicians, this isn’t always immediately possible. Many practices opt to put callers on hold until the doctor can come to the phone. Anyone looking for tips on how to be a better medical receptionist should keep this one in mind: a waiting caller is an unhappy caller. And the longer they wait, the more unhappy they become.
The next time a caller asks to speak with a doctor, tell them that they’re unavailable if they can’t take the call immediately. Then ask for the patient’s phone number, name, and reason for calling. This allows staff to pull their chart and arrange for a time for the appropriate person to call back. Not only does this minimize wait time for the caller, but it also frees up your phone line for other patients to call in. It also cuts down on the number of interruptions to the doctors and nurses on staff.
A medical receptionist must be a jack of all trades, with a little bit of knowledge about a lot of different topics. From healthcare privacy laws to employee phone call preferences, it’s a lot to keep in mind. One way to manage all these disparate pieces of information is to route calls in a strategic way. When picking up the phone, a medical receptionist should be prepared to forward each caller to the most appropriate department. This helps callers get answers to their questions more quickly and minimizes the amount of caller-specific information the receptionist must hold in their head at once.
Consider all the various reasons a person might call into your office. From appointment scheduling to medication management, the options are incredibly varied. A medical receptionist is the first line of defense for a busy practice. By re-directing callers to the most appropriate department or person, questions and concerns are addressed as efficiently as possible.
Most medical facilities follow traditional business hours. Patients frequently take time off of work to come in for appointments, but some struggle to even find the time to schedule them in the first place. Medical receptionist tips can only be helpful if there is a voice at the end of the line when a patient calls. Voicemail and busy signals will only turn away eager patients.
If you’re hoping to up your organization’s customer service game, consider increasing the hours that your medical receptionist is available. Patients should know that your team is available even when your office is closed for the night. By leaving a metaphorical light on for your callers, you’ll quickly become known for your reliability. Of course, staffing a 24/7 phone line can be pricey, especially if you’re paying a full-time medical receptionist to cover the phones. Thankfully, there are other options for busy medical offices.
MAP Communications virtual medical receptionists can provide comprehensive, HIPAA-compliant service 24 hours a day. Affordable and professional, our team can seamlessly support the work of your current staff. Roll calls over to our team during busy times so no patients are kept waiting and flip those phones to us when your office closes for 24/7 coverage. Give us a call or send us a message today to find out more!
Publish Date: July 2, 2020
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.
Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
|4.)||Call Tracking Metrics|
Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.
With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
|6.)||Comm100 Network Corporation|
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.
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CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
eGain omnichannel customer engagement solutions power digital transformation for leading brands.
Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.
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Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey
|15.)||Fusion E-Solutions LLC|
omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.
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We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.
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|19.)||Lieber & Associates|
Omichannel Migration Consulting Services
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A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
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