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5 Must-Have Phone Tips for Medical Receptionists - MAP Communications - ContactCenterWorld.com Blog

5 Must-Have Phone Tips for Medical Receptionists

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:

Make Phone Etiquette a Priority

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.

Protect Patient Privacy

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.

Minimize Wait Times

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.

Channel Calls Strategically

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.

Increase Your Availability

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.

Improve Telephone Management with MAP Communications

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!

Source: https://www.mapcommunications.com/blog/medical-receptionist-phone-tips/

Publish Date: July 2, 2020 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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