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A Better Answer Blog

5 Things Every Medical Office Needs in an Answering Service

As a physician, you do your best to build trust with your patients. Wouldn't you want an answering service to continue to build and re-enforce what you've already started?

Hiring an answering service for your medical office means that you and your staff can focus on doing your jobs - caring for patients. The right answering service will allow you the same peace of mind that you offer your own patients. Here are 5 things every medical office should look for in the right answering service.

Highly trained professional staff

Your medical office takes calls day and night because a medical emergency could happen anytime. If you're unavailable, you want to know that your calls are being handled by a trusted, professional staff that understands the nature of your business.

The right answering service hires and trains empathetic, courteous and professional representatives to work for you. They will be trained to escalate the call when needed, keep up with doctor and nurse schedules and schedule appointments. A patient call will be handled seamlessly, as if the call representative was sitting in your office.

Fully HIPAA compliant

Your answering service is considered an associate to your practice and therefore should be HIPAA compliant. Your patients are supplying personal information and you need to make sure you are following the proper regulations in your industry. Hiring a third party answering service could put you at risk if they are not HIPAA compliant.

The right answering service will be fully HIPAA compliant, making sure your patients medical records and other personal health information are protected and used properly, following government standards.

Availability

A medical office or hospital works 24 hours a day, 7 days a week, with shifts, doctors and nurses schedules and on-call schedules that must be adhered to. Your phones should be answered by a service that will be available any time and answer every call. The right answering service for your medical office will invest in the latest technology and backup power to be available to you and your patients whenever needed.

Promptness

When a patient is urgently calling your office, you would like to know that their call will be answered promptly and professionally. The right answering service will answer your calls within 1 or 2 rings, have a less than 1 minute average hold time and have a less than 10% average calls on hold.

Customizable Solutions

Every medical office is different and every medical situation is different. You need to know that your calls are being handled with this in mind. The right answering service will offer many options for your office including customized message formats, customized call handling by situation and customized scripts. These solutions should fit your needs like a glove, so that you can focus on the task at hand: taking care of your patients.

If you are considering an answering service for your medical office, please consider A Better Answer. ABA has a full range of services and over 38 years of experience to make your telephone, monitoring and dispatch services a great success. Download our guide to the right medical answering service for more information.

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5 things every Legal Office needs in an Answering Service

What qualities do you want your law firm to represent to your current and prospective clients? Professionalism? Trust? An experienced answering service can serve as an extension of your brand and reinforce the same qualities your staff embodies on a daily basis.

Hiring an answering service allows you to focus on your core business of handling your clients’ legal matters. A law practice can be demanding and complex, and an answering service should be able to put callers at ease. Here are 5 things every legal office needs in an answering service.

Specialization

Your legal office specializes in a particular area of the law. Your answering service should know that. The call center representatives should be well versed in what you do and the needs of your clients. You should also feel secure in knowing that the right calls will be escalated to the right person in your office, if need be. The right answering service will be a seamless extension of your office.

Flexibility

When dealing with a legal matter, there are times that your clients are calling with a sense of urgency and desperation. You need the security of knowing that your calls will be answered promptly by call representatives 24 hours a day, 365 days a year.

Understanding

Your clients should feel valued and understood by the person who answers your phone. An answering service should have a customized script or call handling procedure for assisting those who are calling your office for a legal matter. Your clients should hang up the phone knowing that their message will get through and that the person that answered your phone is representative of the trust they feel with your office.

Bilingual Capability

A frightened prospective or existing client can become easily frustrated if the person on the other end of the line isn’t speaking their language. The right call center will have representatives that are able to help with bilingual campaigns for your legal office.

Promptness

When someone is calling your office, wouldn’t you like to know that their call will be answered promptly and courteously? The right answering service will answer your calls within 1 or 2 rings, have a less than 1 minute average hold time and have a less than 1% average abandoned call rate.

If you’re considering hiring an answering service for your legal office, consider A Better Answer. We have been in the call center business since 1971 and serve all legal specialties. Download our guide to see how we can help.

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