The primary goal of any hospital, clinic or private practice is to treat and care for patients in need. While this might seem like a straightforward mission, the patient experience can be complicated by wait times, expensive medications, and battles with the insurance companies. In order to streamline the customer service aspect of healthcare, many offices are turning to medical answering services for support. They’re an excellent resource for busy healthcare facilities hoping to keep in touch with their patients while still maintaining their focus on the daily operations.
If you’re considering partnering with a healthcare call center provider, you’re on the right track, because there are great advantages to using a medical answering service. However, not all of them are created equal. With the well-being of patients and sensitive data on the line, you can’t trust just anyone with your calls! Here’s what you should look for in medical answering services.
Your in-house administrative team knows the importance of following the regulations of HIPAA – the Health Information Portability and Accountability Act. Passed in 1996, this legislation outlines patient privacy rights and procedures for protecting sensitive healthcare data. As you search for a medical answering service for your organization, make sure you prioritize HIPAA compliance.
Consider your organization’s existing policies and procedures for HIPAA compliance. You likely use a secure messaging system to communicate with patients via email and store data in a cloud database with extra layers of protection. Your medical answering service should do the same. Fail to meet HIPAA standards and your practice could be in serious legal trouble, so make this a priority when selecting your newest administrative partner.
Every industry sees its own ebbs and flows. Some are easy to predict: electronics companies sell a lot more televisions than average ahead of Super Bowl Sunday, for instance. Healthcare knows no particular busy or slow season, though, which is why it’s often difficult to predict exactly how much support you’ll need during a given month. You never know when the next bug is going to make its rounds in your community. By partnering with a medical answering service that offers flexible hours and availability, you can up your support during busy periods and scale back during slow months.
You’d also do well to select a company that offers 24-hour availability. Even if you’ve traditionally limited your calls to business hours, increasing your availability is never a bad idea. Shift workers, busy parents, and anyone with too much going on during the day will appreciate the chance to connect with your office after hours or over the weekend. This increased availability will even allow you to grow your medical business.
Selecting a medical answering service isn’t like choosing a box of cereal off the shelf – at least it shouldn’t be. Given the sensitive nature of the calls you’re hoping to get help with, you’ll want a partner who understands the nuances of healthcare customer service. A one-size-fits-all approach just won’t work for such important calls. As you hunt for the perfect medical answering service, investigate how collaborative the company is willing to be.
Your preferred partner needs to work with you to create a customized plan that is designed to meet your requirements. All healthcare organizations are different, so your medical call center provider shouldn’t treat your account like the unique situation that it is. The answering service you decide to work with should offer customizable call scripts that allow you control over the messaging. Such a tool will allow you to set the tone of each phone call and ensure the conversation matches your organization’s philosophies on customer service.
The American populace looks and sounds a lot different than it did 20 years ago. To reflect these changing demographics, it’s important to offer bilingual support for callers. It’s important to speak with prospective and existing patients in their preferred language when they call. Select a medical answering service that offers bilingual support – it’s a must for practices hoping to stay relevant and extend their care to all populations.
MAP Communications has become a leader in the medical answering service over the last three decades. Based right here in the United States, our call centers are staffed with experienced, highly-trained employees who are passionate about customer service. We offer all of the aforementioned must-haves for medical answering services – and so much more.
Explore your options for a thoughtful, collaborative medical answering service experience now. We’re offering a free, week-long trial of our live answering service so you can see just how much value MAP can bring to your organization. Start your free trial now.
Publish Date: November 21, 2019 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
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|3.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|5.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
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AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
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INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
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|9.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
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Our service are at no cost to our customers. We look forward to meeting you!
|10.)||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.
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|11.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
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Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|13.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|14.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
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Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
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Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:
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CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
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