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 […]
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 […]
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 […]
How Committed Is Your Call Center to Quality Assurance?
Every answering service talks about quality assurance, but how many of them do anything about it? Very few it seems. Talking about quality service is one thing, but it’s another to put words into action and pursue service excellence. Too often call center quality is a haphazard proposition. Some calls are good, while others aren’t […]
Select an Answering Service That Cares for Your Patients as Much as You Do
You’ve seen it in the healthcare industry, maybe you once even struggled with it yourself. What is this condition? It’s healthcare providers who lose sight of why they’re doing what they’re doing. What started as a desire to serve people and help them with their health concerns, turned into a drudgery that they must force […]
Go with an Award-Winning Service Provider
There are hundreds of answering services, but only a few can say they are an award-winning service provider. Why is this? Every answering service says they provide quality service, but what they say means nothing if they can’t back it up. What better way to confirm their claims of quality then to have won awards […]
How Smooth Do Things Go During Holidays?
Just because you’re in healthcare doesn’t mean you don’t enjoy the holidays as much as everyone else. However, because you are in healthcare, enjoying the holidays is more of a challenge. Though you enjoy serving patients and their healthcare needs, you need breaks too. You look forward to the respite that each holiday provides. You […]
Does Your Doctor Answering Service Take HIPAA Training Seriously?
Under HIPAA regulations, you are a covered entity (CE), and your answering service is your business associate (BA). This means that just as you ensure your staff follows the strictest of HIPAA guidelines, so too should your answering service. Though HIPAA training falls on them, you, as a covered entity, are responsible for their compliance. […]
Data Security Best Practices for Leading Medical Call Centers
Your medical call center is only as reliable as the technology behind it. This is a critical issue if you expect your call center to unfailingly take your calls 24/7. Here’s why. Many call centers install their systems on-site, at their main location. Though this may be convenient for them, it also represents a single […]
Why Medical Answering Service Excellence Matters
Some medical practitioners make a mistake when it comes to their telephone. They assume that as long as their phone is answered, nothing else matters. This is shortsighted and rife with problem-causing risks. In fact, this perspective is just plain wrong. How you manage your phone calls matters a lot. Therefore, medical answering service excellence […]
