Why Two Decades of HIPAA Compliance Matters

HIPAA, the Health Insurance Portability and Accountability Act, is now over twenty years old. Two decades ago, leading healthcare call centers studied the then-new and off-times confusing HIPAA regulations. To them HIPAA compliance matters, both then and today.  These advance healthcare call centers learned how HIPAA applied to them as a business associate (BA) of […]

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How Does Your Medical Answering Service Provide Quality Service?

Telephone answering services like to talk about quality service, but for too many of them quality doesn’t move from words to reality. Yet quality service doesn’t happen by accident. It requires intentionality. Here are some steps that the best medical answering services take to provide quality service: Review Calls A key step in the effort […]

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Does Your Medical Answering Service Deliver Quality Service?

Look at your telephone answering service’s website. If it’s like most answering services, it trumpets their commitment to quality. This talk about quality may also come up in their literature, email communication, and even invoices. Yet does your answering service follow-through by providing the quality they talk about? Do they deliver quality service, or do […]

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Does Your Medical Call Center Focus on Complaint Resolution or Quality Assurance?

It’s the human beings who staff a call center that make the difference, providing personalized service that callers crave and expect. And since no one is perfect, mistakes do happen from time to time.  The question is, how often do mistakes occur? Are errors the exception or the norm? The answer to this question reveals […]

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What Is Your Medical Answering Service’s Quality Assurance Procedure?

Answering services all talk about quality, but the best ones act to provide excellence on every phone call. Quality isn’t an accident. It’s intentional. This means having a quality assurance procedure. Establish a Protocol of What an Excellent Call Looks Like The first step in providing quality service is to determine what makes for a […]

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Are You Willing to Pay More to Get a Quality Medical Answering Service?

When most people select a telephone answering service, their first question looks at answering service cost. This is the wrong approach and leads to disappointing results in most all cases. The only people pleased by selecting a low-cost answering service are those who don’t care about their callers’ experience. Yet with this perspective, why not […]

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