What are the most important things to remember when selecting a medical answering service?

July 14, 2009 by · 1 Comment
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What are the most important qualities to look for in selecting a medical answering service?

The most important factors you should consider in selecting a medical answering service is above all, accuracy and reliability. The medical answering service you select might have the most friendly live operators in the industry, but what’s the point if you can’t get through to the call center because they have phone line problems, computer problems, etc.? The obvious answer is not much!

First and foremost, you need a medical answering service that is reliable. You must make sure they have redundant backup systems in place. There should be multiple fail safe systems in place that preferably come on line without human intervention. The medical answering service should have redundant systems in the form of backup power systems, backup phone lines, backup computer systems, and offsite data storage at a minimum. If any of these four systems are missing, it’s like cutting off one of the legs from a chair. If you try and sit in a 3 legged chair, you’ll end up on the ground. Likewise, if one of these backup systems isn’t in place, your medical answering service can be down for an extended period of time if trouble arises.

The next most important thing is to make sure live operators provide a high level of precision when answering patient calls. Just as with reliability, what good would the most friendly live operators in the industry do you if they collect incorrect information from patients, or mishandle message delivery? Again, they wouldn’t be very useful at all.

Selecting a medical answering service that specializes in the medical field is an important component. Typically, these companies have developed call scripts that cater to the needs of medical professionals. The level of sophistication built into their scripting systems is another very important component to consider. While some answering services collect basic information, and call whoever the on call may be, more sophisticated medical answering services have scripts readily available that not only collect information according to call type, but can automate call routing procedures, and guide the live operator through the message delivery process. Such scripting systems greatly reduce the number of errors caused by answering services.

For cost reduction purposes, look for a company that provides web based account management access. Typically, these companies allow medical companies to update their on calls online. No only does this reduce problems caused by human errors when updating the on call list, it also greatly reduces the costs of the answering service by saving the medical company around 30 calls per month to call into the call center to update the on calls.

We recommend trying the medical division of Telephone Answering Service. You can view their website here:

http://www.telephoneansweringservice.com/medical-answering-service/

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