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Why the Best Medical Answering Services and Telephone Triage Providers Choose to Specialize - MedConnectUSA - Blog

Why the Best Medical Answering Services and Telephone Triage Providers Choose to Specialize

Medical practices need to be available to their patients anytime of the day or night. That's what they expect. If you don't provide it, they'll go to someone who will. However, it's equally unwise to attempt to provide this 24/7 coverage yourself. Your quality of life will suffer, your work/life balance will become unbalanced, and you'll burn out. Then you won't be able to address anyone's healthcare needs.

Instead you seek help handling the after-hours needs of your patients. This starts by finding someone to cover your phone calls. You hire a medical answering service. But what about medical issues that arise after hours? Maybe you need a telephone triage provider instead. It seems unnecessary to hire both. Can't one company handle answering service and triage? After all, both services involve the telephone, and they seem similar.

You may find a few companies that claim to offer both medical answering service and telephone triage from one integrated operation. Be careful. This may not be the best solution. In fact, it probably isn't.

Instead hire a medical answering service to do answering service type work for your practice. Let them answer your phone calls after hours, screen calls for emergencies, and take messages for routine situations. Then, to offload the work of after-hours medical questions, tap a telephone triage provider.

By selecting two companies that specialize in specific needs, you have much to gain. This includes: 

Increase Focus

The narrower a company's niche, the tighter their focus. Some companies try to be all things to all people, but this seldom works. No one can master everything. Instead they'll struggle to follow through on their promises. That's why focus matters. 

Streamline Operations

When companies specialize, they can do their work faster and better. They develop specific systems to serve you with greater efficiency and increased effectiveness. And if they try to do too much, to cover too many things, their processes become cumbersome. This will hamper productivity. 

Cost-Effective Results

The cost structure behind hiring staff for a medical answering service is quite different than hiring staff for a telephone triage operation. It would be silly to pay someone a nurse's hourly rate to take messages from your patients. This would double or even triple the cost of each message, maybe much more. It simply wouldn't be cost-effective. It's not that they can't do these things, it's just that they can't do them as cost-effectively as your medical answering service. That's why specialization is so important. It's too expensive not to. hire both.

Better Outcomes

When you have answering services handling telephone calls and phone triage operations handling medical questions, everyone wins. Each company does what they do best, and this provides the ideal outcome for you and your patients

Medical Answering Service + Telephone Triage = After-Hours Success

Hire a medical answering service to answer your phone after hours. Let them do what they do best. Allow them to handle their area of expertise. And don't ask them the branch out into telephone triage.

Conversely, hire a telephone triage provider to handle after-hours calls that have a medical component. Let them do what they do best. But don't ask them to take messages, screen calls, or reach the on-call person.

Leading medical answering services and telephone triage providers can work with each other.

Let your medical answering service serve as the first point of contact for all phone calls. For the ones that require triage, they will make a smooth handoff to your telephone triage provider. If you don't currently have a telephone triage provider, your medical answering service can refer you to one who they have worked with, know, and trust.

Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.


Publish Date: March 9, 2018

2022 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

View more from MedConnectUSA

Recent Blog Posts:
Now Is a Good Time for a Checkup—With Your Answering ServiceAugust 23, 2018
What If You Forget to Forward Your Phone?August 16, 2018
Discover How a Professional Medical Answering Service Deals with the Hold ProblemJuly 27, 2018
Is Your Medical Answering Service an Asset or a Liability?July 20, 2018
Discover Why an Award-Winning Medical Answering Service Is ImportantJuly 13, 2018
Select a Medical Answering Service That’s Available When You Need ItJune 29, 2018
Don’t Let Call Forwarding Be the Weak Link with Your Medical Answering ServiceJune 22, 2018
Medical Answering Services Don’t Go on Vacation, So That You Can!June 15, 2018
How Long Do Your Callers Really Wait on Hold?May 25, 2018
Does Your Medical Answering Service Offer Award-Winning Service?May 11, 2018

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