5 Ways that Contact Center Outsourcing Improves Patient Care
Your medical staff has to schedule appointments, answer phone calls, clean the office, greet your patients with a smile, and check them out. To say that they have a lot of responsibilities on their hands is a massive understatement.
Why not try to free up some of their time by looking into contact center outsourcing. Call centers can take patient’s phone calls and answer their burning questions. This frees up your staff to take care of their everyday responsibilities in peace.
Still unsure if it’s right for you? Check out this guide to learn more ways a call center can benefit you.
It Frees Up Your Employees
One mistake that many startup medical offices make is forcing their staff to multitask. They might be able to keep up the pace for a while, but they will inevitably begin to slow down after a while.
People get tired. It’s also hard to multitask and focus on your main responsibilities at the same time.
By reaching out to call center outsourcing companies, you take some of the burdens away from your staff so they can keep your office going.
You Can Provide 24/7 Customer Support
The thing about your staff is that when the office closes, that’s it. They go home for the night and enjoy their evening.
If one of your patients wakes up in the middle of the night with a burning question, they won’t be able to get answers until the next morning.
Your medical answering service can answer calls 24 hours a day. They don’t even rest on holidays and weekends. This means that your patients will always have access to someone who can help them.
Failing to meet HIPPA guidelines will get your medical office shut down faster than anything else. The second a patient’s information gets leaked, you’ll be in hot water.
Contact center outsourcing services are trained to keep your patient’s confidential info under wraps. They have strict protocols that they have to adhere to and are given an extensive amount of training regarding HIPPA and medical records.
Most medical business owners are under the misconception that customer support outsourcing is expensive. In truth, it will help you save some money.
You can’t put all the multitasking on one staff member. You have to hire multiple to handle the large workload. That means spending out more money on hiring and training.
If you outsource the call center part of running a medical business, you don’t have to hire quite as many office staff members to handle everything else.
You’ll Make Your Customers Happy
Having a trusted call center onboard can help increase customer satisfaction in multiple ways. For one, it’s hard for staff members to greet patients with a happy smile if they’re stuck on the phone.
Patients may find them rude or simply not like the fact that the staff member’s entire attention isn’t on them.
Patients also don’t want to sit on the phone for too long when they call. If your staff members are having to do a million things, they may have to put a patient on hold while tending to another one.
Someone will only stay on hold for so long before they hang up. If you have a call center, it will eliminate customer wait time and again, they’ll always be able to get in touch with someone. It doesn’t matter what time of night they call.
How to Choose the Best Answering Service
Now that you know why you need a medical answering service, let’s talk about choosing the right one for you. You need a company that’s going to be HIPPA compliant while also helping with overflow.
What Are Your Needs?
Before you choose contact center outsourcing services, it’s a good idea to sit down and make a list of your needs. How busy does your office get?
If you only get a few customers here and there, you might be fine to handle the call center stuff on your own.
Do you work in a field that sees a lot of emergencies? If your office is an eye doctor, for example, you may have the occasional person calling about an emergency, but it won’t ever be anything big.
Dentists and OBGYNs on the other hand, do see a lot of emergencies. Questions will pop up that your patients may need answering in the middle of the night.
Find Out if They’re HIPPA Compliant
When you’re researching companies, an important thing to find out is if they are HIPPA compliant. Again, if customer information leaks out, that’s it. You’ll find yourself shut down faster than you can blink.
Ask any potential companies how they handle HIPPA information. If you’re not satisfied with their answer, run away as fast as you can. Your patients deserve to have their medical records protected.
It Should Help with Overflow
During the weekend and holidays, calls will come in at a rapid rate. People are trying to make appointments or have prescriptions filled. It can be a lot to keep up with.
Before you hire an outsourcing company, it’s crucial to find out how they handle large influxes of calls. You want all your patients to get through, after all.
Why Your Company Needs Contact Center Outsourcing
It can be hard for medical staff members to take calls, make appointments, clean the office, and tend to patients all at the same time. Give them a little room to breathe by looking into contact center outsourcing.
They’ll take care of all the phone calls and free up your staff to handle everything else that’s thrown their way.
Are you looking for more ways to make your medical office work like a well-oiled machine? Check out the business section of our blog daily for all the latest advice.