Any answering service can claim to offer quality service. But not all can follow through by providing it. One smart way to differentiate one call center from another is by looking at how much experience they have. When it comes to a medical call center, experience matters even more.
A Long History of Accomplishment
To begin with, consider how long the medical call center has been in business. Avoid going with a start-up or an operation that’s only been functional for a few years. Instead, seek a medical call center with a proven record of accomplishment. One that’s been in business for two or three decades has demonstrated they have what it takes to meet continually changing expectations and evolving healthcare conditions.
Don’t go with a call center that is still trying to figure it out. Go with a provider that already has.
Experienced Staff
Coupled with a long history as a company is highly trained staff with years of experience. When you go with a newer call center, none of their staff will have much experience because they haven’t been around that long to gain any.
Though call center turnover does happen, an established operation will have many employees who have worked for them for five years, ten years, and even longer. This is a wealth of experience that provides professional interactions and quality outcomes on every call.
100% United States Based
Next consider the location of your call center. Yes, location matters. Call centers located in another country, have experience in that geographic area, which helps little when you’re located somewhere else. What matters is a call center that has experience in your country, not theirs. Call centers with a long history and firm commitment to being base solely in the United States have experience that matters to you and your patients.
HIPAA Compliant
Coupled with location is a full understanding of HIPAA (the Health Insurance Portability and Accountability Act of 1996). Though location isn’t a prerequisite for being HIPAA compliant, being in the United States is the best way to fully follow HIPAA regulations. Experienced medical call centers know HIPAA and follow HIPAA. Inexperience call centers, and those with less tenure, may not comprehend HIPAA or even care.
Since you’re on the hook for their compliance, you do care. That’s why you need to go with an experience call center that follows and even exceeds HIPAA expectations.
Summary of Why Call Center Experience Matters
When it comes to medical call centers, experience matters. It starts with a long history of accomplishment and continues with experienced, professional staff. Being in the United States is another critical component that reinforces their experience and professionalism. Also critical is a full understanding and complete commitment to following, and then exceeding, HIPAA regulations.
These are the benefits you can realize when you go with an experienced medical call center. Don’t subject your patients or healthcare callers to anything less. Go with the best. Go with experience—because experience matters.
Learn how medical answering service from MedConnectUSA can help your practice, clinic, or facility. Then get a free quote to discover how affordable their healthcare communication services are. Peter Lyle DeHaan is a freelance writer and call center authority.