Three Benefits of Using Voice Mail Transcriptionby Kristen White Blogger Patients come in all shapes, sizes and nationalities with dialects and accents that can be a challenge to understand over the phone. Receptionists do their best to answer the phones and keep the office running smoothly but there are times where callers need to be picked up by the message system so they can leave a voicemail to be reviewed at a later time. This is especially true of calls received on the holidays, weekends or after-hours when the office is closed and the situation may or may not be urgent. The latter calls should be immediately routed to the on-call physician for attention but the routine and non-urgent messages can be held and delivered to the office according to the business agreement.
Clients working with the top healthcare call centers can choose to have the voicemails sent via a secure electronic format so staff members can listen to the patients, take the message to give to the doctor and then call the patient back once they have the answer. This process is routine in every medical office and takes times depending on the doctor’s in-office schedule and ability to review the messages. Another option is voicemail transcription which takes the call and converts it to text to be read instead of listened to.
The best physicians answering service providers include this as a standard service for clients when this format is a better fit for their office workflow. The messages are sent over in a readable format via secure email to comply with privacy laws so staff can quickly review, prioritize and move these messages forward for the doctor’s consideration. It eliminates the need for nurses or medical staff to listen and transcribe on their own which allows them to get through more calls at a faster rate and results in quicker turnaround time for return calls. This is enhanced customer service which patients appreciate, giving them more confidence in their physician and staff.
Another benefit of this service is when multi-lingual callers are able to leave a message in their native language but the office needs it transcribed before being sent over so they can understand the message content. This type of service is a great way to connect with the different cultures in the community and convey diversity acceptance while still providing the same quality of service to all patients. It also guarantees more accurate messages because no details are lost in translation of the message.
Sometimes reading information can be faster than trying to listen and understand someone over a voicemail especially if it increases office efficiency and response time. Check into the top health answering services and see if this is a feature that they offer to their clients to accommodate different business practices. Patient customer service is important, in the exam room, over the phone and in returning messages so make sure you have each area covered with the right solution so patients get the attention they need in a timely manner and are confident in their level of treatment.
Created on Mar 2nd 2020 00:11. Viewed 150 times.
No comment, be the first to comment.