What to Look for in a Physician Answering Service?

by Kristen White Blogger When operating a medical facility or a clinic you have to take care of all your patient’s needs. As a medical practitioner, to get doctor answering service with professionals that know how to handle delicate situations will enhance your services.

Patients coming in for appointments, emergencies, and those making phone calls must all be attended to accordingly. When you look to get doctor answering service many companies may not be prepared for the extra challenges faced by medical offices.

Here are some of the important qualities to look for when considering hiring service providers.

Must be HIPAA-Compliant
Health Insurance Portability and Accountability Act (HIPAA) refers to the laws intended to help protect patient’s privacy and personal information. Your relationship with HIPAA implies that you are responsible for how they decide to handle the patient’s confidential information.

24/7 Availability
Medical institutions run their operations 24 hours a day, 7 days a week. This means you should be available to serve your patients throughout the day and night. Since you cannot be available all the time whenever your patients need urgent attention, the medical answering service providers will always cover for you. If they cannot handle the patients' issues for one reason or the other, they will know how to reach you or what action to take. They should be well equipped with the best skills and know more about the healthcare answering service cost before hiring them.

Promptness
The service providers should be very fast and efficient in their work. A split of a second can save a life. In the medical field, a timely response makes a lot of difference. The service agents are required to pick one call at a time and assist the caller accordingly to their satisfaction. Some agents can juggle up to three calls at a time but it is recommended to handle one call and one patient at a time.

Professionalism
The medical field is crucial and the service desk should be handled with maximum professionalism. The medical service staff should be regularly trained to equip them with the dynamic needs of individual patients. You would want the assurance that your patients are being handled by experienced, friendly and careful agents. They should handle each phone call with empathy and escalate in case of any emergency as per the laid down procedures

Provide Data Security
The patient’s medical information is very important. No patient wants their information shared out without their consent. The medical service desk is the first place where a patient lands whenever they visit the clinic and they expect their information to be kept safe and confidential. A medical company that follows the HIPAA rules can sometimes put the data at risk by using a faulty technology. Hence, the service agents should ensure the data is safe within the given technology.
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Good Reputation
Before getting into a contract of service with your medical service providers, ensure they have a good reputation. You could ask for recommendations and testimonials from their previous clients. Since they have been in the same job before and have proven themselves elsewhere, they can provide required solutions to the clients. Their experience also demonstrates that they can adapt well to the ever-rising patient's demands and dynamic changes to enhance customer service excellence.

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Created on Apr 20th 2020 05:53. Viewed 498 times.

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