Is Your Answering Service Ready for the Holidays?

With the holidays coming up, now is a great time to review the information your answering service has about your practice, clinic, or facility. Ideally this should be an ongoing effort that happens year-round, but the reality is that relevant updates about your organization may not always filter down to your answering service in a timely manner. Having outdated information puts your answering service at a disadvantage, but this is perhaps more critical during holidays, where your office is closed for longer periods and there is a greater need for on-call personnel to be available and reachable. Update Your Staff List: Start with your employee database. Make sure your answering service knows who works for you and who doesn’t. This includes those who recently joined your organization and those who recently left. Also keep in mind those who have changed positions. What they once did may no longer apply in their...
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Does it Really Matter if Your Medical Answering Service is Onshore or Offshore?

If you want to hire a medical answering service for your hospital, clinic, or practice, is location that important? Why can’t you select an offshore provider and possibly save a few dollars? With your organization’s reputation at stake and your patients’ health on the line, sending calls out of the country is too risky to attempt. Consider these advantages when you keep your health communications within the United States and use an onshore medical answering service: English Mastery: Many offshore telephone operations have English-speaking reps. However, just because they claim to speak English doesn’t mean they can do so with ease. Oftentimes these offshore agents speak English as a second language, and they may not have yet mastered the nuances to effectively communicate in a non-native tongue. And even those offshore agents who list English as their primary language, may speak with such a heavy accent as to make communication difficult....
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Why HIPAA-Compliance is More Than Just a Good Idea

The Health Insurance Portability and Accountability Act of 1996 (HIPAA) has been with us for over two decades. The ramifications of this act are wide-ranging and ever evolving. HIPAA also impacts medical answering services and call centers that handle healthcare accounts. Here’s why this matters: A Requirement: Of specific interest with HIPAA is protected health information (PHI). One of HIPAA’s many requirements stipulates that identifiable, patient health information be kept private, that it be protected from those who shouldn’t have access to it. For the medical answering service, this means keeping PHI safe both within call center walls and as it’s being communicated with its medical clients. This is an especially important concern when sending patient information to the mobile devices of medical practitioners. Leading medical answering services maintain HIPAA-compliance by using secure messaging, which protects PHI. By employing a secure messaging platform, answering services can ensure HIPAA-compliance when sending information...
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Why a 100 Percent Medical Answering Service is the Right Solution

Some answering services only handle healthcare related accounts, and other answering services refuse to even consider medical clients, but most answering services are happy to take on any kind of account, rather it’s a good fit or not. While this distinction may not seem important to you as a medical practitioner or healthcare organization, it’s of critical significance. Your answering service, as a patient-facing company, directly interacts with your patients. Your answering service can greatly impact your present workload and future business opportunities. For this reason it’s essential to select an answering service that specializes in healthcare. You want a medical answering service. Here are the reasons why you should select an answering service that specializes in healthcare, instead of a generic provider that tries to be all things to all people. Focus Leads to Excellence: Medical answering services handle only accounts that relate to healthcare. This laser focus allows them...
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6 Ways You Might Suffer if You Pick a Cheap Answering Service

Hospitals, clinics, and doctors are always looking for a way to save money. A few cents here and a couple dollars there can add up over the course of a month and the year. Sometimes, however, saving a few dollars can have a negative consequence on your business and your patients. That’s why it’s never a good idea to go with the least-cost provider. This applies to your medical answering service, too. There will always be an answering service somewhere that charges less. But the cost of saving a few dollars may actually be high. Consider how you might lose if you hire a cheap answering service. Understaffed: An answering service is a labor-intensive business. A high percentage of their costs goes to staffing. If they charge less that means they’ve shaved their costs someplace. The most likely area is staffing. Why should using an understaffed answering service concern you? The...
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