Answering Service For Medical Offices and Hospitals

medical answering serviceMany medical and dental offices turn to medical answering services to help with their phone support because it can save those offices a lot of time and money. At PCN, we have a lot of medical clients because we know the industry and we know what is required of a medical answering service. Some of our clients already have a receptionist, but they hire us to cover their phones during the receptionists’ lunch break, after hours, and in the event that all of the phone lines are busy. These offices love that they can know that their clients are going to be cared for even if the office is closed or if it is during one of their busiest times.

Some of our other medical clients do not even have a receptionist. They are able to save a lot of money because instead of the receptionist’s salary, they pay a fraction of that for us to answer their phones 24 hours a day, 7 days a week, 365 days a year.

Why PCN Medical Answering Service?

You have options when it comes to picking a medical answering service and we understand that. With that in mind, we strive to offer the best service at the best price. And we know that what helps us to stand apart from other medical answering services is the quality of our operators, which is why we go the extra mile in training and retaining them (we have operators that have been with us for almost 20 years!). The experience and the excellence is what makes us stand apart from our competitors, and the out of this world customer service that brings is why our medical clients know that they can count on us.

Popular Services For Medical Clients

miSecure Messages: miSecureMessages is available as either a cloud-based or on-site solution, allowing users to send messages from device to device, from the cloud, or directly from your call center. Unlike SMS text messages, miSecureMessages encrypts messages to keep your Protected Health Information (PHI) secure. miSecureMessages uses both WiFi and 3G/4G technology to ensure messages are sent and received from virtually anywhere and the messages are HIPAA and HITECH compliant.

24 Hour Answering: Medical emergencies do not seem to stick to office hours. With our 24 hour answering, your patients will be get to talk to a live person 24 hours a day, 7 days a week, 365 days a year. Our operators will follow your instructions and only reach your staff under the circumstances that you set. So you can rest assured that your patients will be cared for and you will not have to worry about getting calls throughout the night for routine questions!

Personalized Instructions: At PCN, one thing that we are not is rigid. We take pride in our ability to meet the unique needs of our customers, no matter how complex. One of the aspects that allows us to do this is the fact that our customer service team gets to know your business and helps you to set the instructions for your account so that our friendly and professional agents will answer the phone exactly how you want them to. Nothing impersonal, no canned greetings, just our agents answering the phone following your script, asking all of the questions that you need asked, and following your instructions to a tee.

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Benefits of a Medical Answering Service

Medical offices and hospitals are very busy places. Their staffs have many responsibilities that, at times, can literally be life or death. Doctors, nurses, and the rest of the staff need to be able to work together efficiently to best serve their patients. If the communication in the office is not effective, then things can be very difficult for the office to run smoothly.

One way that many medical offices and hospitals look to improve the communication throughout their office is by using a medical answering service. This is something that not only makes things easier for the staff but it also significantly improves the patient experience as well. With a medical answering service, a patient can call anytime, day or night, and talk to a friendly and professional voice that is ready to help. And this can be very important, as patients’ medical needs to not only happen during business hours.

5 Benefits of an Answering Service for Medical Offices

1. Reduce Costs
Staffing your medical office to make sure that you can answer every call seems like it would be easy. However, as you know, calls seem to come in bunches. Let’s say you have 2 receptionists available to answer calls. What happens when 4 calls come in all at once? Not to mention if your receptionist hast to call in sick or go on vacation. The last thing you want to do is to take staff from other parts of your practice and have them start answering the phones. That can become expensive very quickly.

Another issue with the cost is training and technology. Any new receptionist is going to need to be trained well after he or she is hired. This means over-staffing until the new hire is up to speed, plus all of the costs of a computer, phone system, workstation, space in the office, etc. A new hire is very expensive and time consuming. By hiring a medical answering service, you cut down on expenses and headaches. Our friendly and professional operators are experienced and ready to start immediately. We will work with you to create instructions for our operators to follow and they will be ready to start answering your calls. It’s that simple!

2. Remain HIPAA Compliant
Your patients’ privacy is important (and it is the law!). You need to make sure that you handle all Patient Heath Information correctly. As a medical answering service, we know the laws and we have systems available to make it easier for our clients to remain HIPAA compliant. We have a system called MiSecure Messages that allows our clients to communicate in a system very similar to text messaging that is HIPAA compliant. All of our operators are trained on how to handle Patient Health Information because we know how imporant it is for your organization.

3. Be More Efficient
Your office is busy enough, you do not need to worry about phone calls as well. Scheduling appointments, answering frequently asked questions, giving directions to your office, screening calls that are not from patients – these are all things that our medical answering service can do to help lighten the load on your staff.

4. Cut Down on Missed Appointments
One of the worst things for a medical office is when patients forget and do not show up to an appointment. Many answering services that deal with medical offices and hospitals offer an appointment reminder service. This service can be customized to fit your practice to make sure that your patients get the reminders that they need to help your office run as efficiently as possible. If your patient needs to fast for a certain amount of time before his or her appointment, that can be built into the reminders. It can greatly cut down on the patients that have to reschedule a procedure because they forgot to fast or didn’t take the correct medication.

5. Be Available 24/7/365
Your patients can have a question or an emergency at any time. With an medical answering service, you can have a live voice answer the phone 24 hours a day, 7 days a week, 365 days a year without having to staff your office beyond business hours. Our friendly and professional operators will follow the instructions that you set up in how they deal with any calls that do come in. You can have an oncall doctor scheduled in case of emergencies, you can have a list of frequelntly asked questions that you would like us to answer, you can even have us schedule appointments for your practice.

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