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 themselves to endure. Fortunately, most healthcare providers aren’t like that, but some are.
Answering services and their employees can struggle with a variation of this same malady. What started as a desire to serve people and help them with their communication needs, turned into a drudgery of going from one call to the next. Drowning in an indistinguishable haze of voices, they lost their empathy to the humanity behind them.
You don’t want an answering service like that. You want a healthcare-focused answering service that cares for your patients as much as you do.
It’s Not a Phone Call, It’s a Person
A medical answering service that cares about your patients, doesn’t look at answering phone calls. They look at helping people. An answering service that loses sight of this treats callers as commodities and seeks to crank through them as quickly as possible. Their staff becomes like factory workers doing rote repetition on a never-ending production line of phone calls.
Though this is a real risk for any call center, because it does repetitive work, professional medical answering services strive hard to avoid this rut. It starts with the leadership of their operation and becomes part of the DNA of their management and supervisory teams, all with the goal to make sure that every employee who answers your phone doesn’t focus on calls to answer but on people to help. This is a medical answering service that cares. This is who you want handling your communications.
It’s Not an Interruption, It’s an Opportunity
The first thought of most anyone who hears a phone ring is that it’s an interruption. Nothing could be further from the truth. A ringing phone is an opportunity. A phone call presents an opportunity to help someone with their health concerns, be it to answer a question, schedule an appointment, or provide needed answers.
A medical answering service that cares realizes this. Each phone call is not an interruption for them to deal with, but it’s an opportunity for them to serve your callers as your representative. It’s an opportunity to make you look good.
It’s Not a Transaction, It’s a Patient’s Health
For answering services that have lost sight of why they’re doing what they’re doing, each phone call is a transaction, a billable activity that produces revenue. They lost sight of the fact that this so-called transaction is about someone’s health. And whether these are minor health issues or serious health concerns, these phone calls are not transactions. They are communications regarding your patients’ health—and their future.
A professional medical answering service that cares realizes the important seriousness of every one of your patient’s calls. It’s never a transaction; it’s patient health.
Conclusion
If you care about your patients’ health, you want a medical answering service that cares just as much as you do. That’s why it’s critical to select an answering service that understands this and is 100 percent committed to serving the healthcare industry and not distracted by other types of calls.
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.
