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Integrate Medical Answering Service with Telephone Triage for Successful Outcomes - MedConnectUSA - ContactCenterWorld.com Blog

Integrate Medical Answering Service with Telephone Triage for Successful Outcomes

Most every healthcare provider struggles with how to effectively meet the needs of their patients outside of regular office hours. It's a difficult balance to maintain. Providers who make themselves too available risk burn out. Yet providers who aren't available at all, risk losing patients to other providers who are.

The ideal solution hinges on providing 24/7 communication options. You begin with a medical answering service to handle the regular afterhours inquiries of your patients. The answering service can address most caller needs by either responding to requests immediately or deferring them to when the office opens.

The second part of providing 24/7 communication support for your patients addresses urgent medical situations. In this case a telephone triage provider can function as an effective first responder, often supplying the patient with the care they seek and protecting you and your healthcare staff from afterhours interruptions.

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Though it's tempting to seek both solutions from one provider, the smart move is to pick two specialists: one for medical answering service and a second one for telephone triage. Don't ask one provider to do both jobs. This seldom works.

Use a Medical Answering Service for Regular Calls

Start by hiring a medical answering service to handle your phone calls when your office is closed. They'll answer your phone, take messages, and handle appointment requests and changes.

In addition, a premier medical answering service can also follow your guidelines to identify calls that relate to urgent medical situations or potential emergencies. They then escalate the call and reach the on-call person or refer the patient to the appropriate after-hours care facility. But for these types of calls, there's also another option: telephone triage. 

Use a Telephone Triage Provider for Medical Issues

A telephone triage operation is essentially a call center staffed by nurses. They're trained in the art of helping people appropriately deal with their healthcare concerns. The one distinguishing characteristic for these nurses is that they provide care over the telephone and not in person.

To address this, these nurses receive advanced training in how to effectively interact with patients who they can't see or touch. This means their symptom-gathering process is (generally) limited to what they can hear: the words people say and the way they say them. These specialty nurses follow established medical triage protocols to provide callers with a recommended course of action. This could range from over-the-counter remedies to going to the emergency room, and everything in between. 

Integrate Medical Answering Service with Telephone Triage

To provide the best service to your patients outside of regular office hours, you need to offer both medical answering service and telephone triage. But how do you do this in a seamless way that keeps them from being confused or needing to call different numbers?

When set up correctly, your patients will call your office phone number regardless of what time or day it is. If your office is open, your staff will answer their call. If your office is closed, their call will forward to your medical answering service. Your medical answering service is your patient-facing service provider for after-hours communication. They will handle most of your calls, taking messages, setting appointments, and escalating urgent situations.

Your medical answering service maintains a staff of professional communicators with experience in the healthcare industry, but they don't have clinical training, so they can't provide medical recommendations. When a call comes in that requires healthcare expertise, your medical answering service can make a seamless handoff to your telephone triage provider. 

The Winning Solution

Your patients need not know that your medical answering service and telephone triage provider are separate operations, located in different facilities, perhaps even in different states.

What they know is that they called your office number and received the medical attention they needed, even though your office was closed. That's what counts.

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. 

Source: http://medconnectusa.com/blog/integrate-medical-answering-service-with-telephone-triage

Publish Date: March 23, 2018


2022 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
Hello Direct

Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.

7.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

8.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

9.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

10.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

11.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



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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