Medical staff members are often overworked and under stress from attending to critical health issues of patients. Administrative tasks such as answering phones, booking appointments and relaying messages are often neglected due to the heavy workload. Neglecting key points in customer-facing interactions reflects poorly on the health clinic. That’s when a strong and experienced medical call center can step in to complement the existing work of your medical staff.
Reliable After Hours Service
Having staff on call to provide 24-7 service is often not feasible and leads to worker burnout. However, with a strong call center, you can rest assured that all phones calls will be answered — no matter the time of day. By having a call center to support your business needs, you can extend your business hours available to patients most in need.
Reduce Call Volumes
Hearing the phone ring constantly throughout the day can be stressful to both medical staff and patients. By having an experienced call center take rerouted calls and overflow calls, you can expect a decrease in call volumes to your front desk.
Shorter Wait Times
Being put on hold for eons, or having the phone ring dozens of times only to be routed to an answering machine is a frustrating experience for patients. Customer satisfaction can be dramatically improved by having prompt service and little to no wait times.
Support Different Facets of Your Business
Nowadays, it’s difficult to do everything yourself. You may lack the budget, resources or experience to perform certain tasks. Ameridial has years of experience in the healthcare industry and can help with many facets of your business including:
- Billing and invoicing
- Payment collection
- Questions and inquiries
- Frequently asked questions
- Prescription refills
- Taking down messages and relaying them
- After hours and weekend support
- Appointment reminders
- Eligibility and claims
- Disaster recovery support
HIPAA and HITECH Compliance
More than ever, it’s important to comply with all healthcare industry regulations such as HIPAA and HITECH. This means that all personal data about patients is stored and shared according to the strictest security guidelines to protect privacy. With a HIPAA and HITECH compliant call center, you’ll never need to worry about a data breach or about facing heavy fines.
Support through Multi-Channels
Call centers no longer just focus on telephone-based support. Today’s ever-changing environment demands the use of other forms of technology and services to better serve customers. This includes services such as virtual queue callback, email, web chat, SMS support and click-to-call.
Having a strong call center on your side to complement the efforts of your medical staff results in happier patients and allows your team to focus on core business practices for the betterment of everyone involved.