Why physical health providers should use an answering service

People expect a greater level of service from physical healthcare providers. Patients trust you to look after them and you try to provide a professional service from start to finish. So, it’s frustrating when a simple error in communication leads to a poor patient experience.

To reduce errors and deliver great service around the clock, many turn to specialized answering services for physical health practices. 

Why physical healthcare providers seek specialized answering services.

Answering services aren’t new. They’ve been around for decades. Companies across every industry hire them for many reasons. But perhaps one of the primary reasons a company may need an answering service is at times when productivity drops. During these times it’s likely that staff are preoccupied with administrative tasks (like answering the phone) that prevent them focusing on the tasks that really matter. A team of virtual receptionists frees up time for staff to focus on important tasks, confident that callers are looked after.

However, every industry is different so some require specialized services. For example, medical services require receptionists to be HIPAA-compliant, the ability to urgently identify emergencies, and how to follow a complex workflow to ensure patients get the help they need.

Specialized services help you deliver outstanding customer experiences. So specialist answering services for physical health providers have become popular to give clinics a competitive advantage. 

How does an answering service help physical health providers?

Some practice owners are reluctant to try  an answering service as they believe taking calls after hours will make the workload too much to manage. But that doesn’t happen with an effective answering service. An answering service can effectively relieve you and your practice of administrative burdens, whilst making your day to day operations much more efficient. Conversely, here are some the issues that missing your calls can cause.

Missing calls creates more work and frustration:

• Emergency cases don’t get the urgent attention they require.
• Backlogs of voicemail messages create a long list of calls to return.
• Patients will likely miss more appointments.
• Existing patients may become frustrated if they struggle to speak to a human at a time that’s convenient to them.

All of the above disrupt productivity and cost you revenue. Finding a solution to answering calls can stop many problems that physical healthcare practices face daily.

Answering services for physical health providers offer HIPAA-compliant receptionists who can assist patients via phone calls and live chats after hours, manage appointment scheduling, handle patient intake, provide bilingual support, and more.

How do answering services for physical health providers help patients?

There’s a growing trend of AI and bots being used to help companies answer high influxes of calls. However, studies show that while they can be helpful, people prefer speaking to real people.

We commissioned OnePoll to conduct an independent study on customer attitudes towards AI and bots:

• 81% think companies should disclose if they are using AI instead of real people.
• 78% prefer to speak with a real person when they contact a company.
• 38% called a company thinking they were speaking to a person, only to realize it was an automated service.

How patients benefit from answering services for physical health providers:

• Human support, always.
• Faster response times
• 24/7 availability
• Appointment reminders
• Bilingual support
• Convenience.

What to look out for when choosing an answering service for physical health providers?

With so many medical answering services to choose from, it’s key to pick a service suitable for your needs. Physical health providers deal with sensitive information, and patients expect a high level of personal care, so these should be core considerations.

Things to look out for when choosing an answering service for physical health providers:

• HIPAA-compliant medical receptionists: Dealing with patient’s sensitive information comes with extra responsibility. Ask what steps answering services take to ensure they’re fully compliant with HIPAA. 
• Industry experience: A basic understanding of your industry is a must to provide effective experiences that build trust.
• Call routing and messaging: Talk to answering services about your needs to explore what your call routing and messaging protocols could look like.
• Additional services: Explore your patient workflows together to see where improvements can be made to increase personalization, convenience, and speed.
• Proven record: Your patient experience is precious. Take the time you need to find a provider that makes you feel safe. Look for a company with a strong online presence and plenty of positive reviews on websites like Trustpilot.

• Contracts: Your needs may change as your practice grows. Look for simple, flexible contracts that you fully understand and feel comfortable signing.
• Bilingual service: Not offering bilingual service may cause you to miss opportunities as Spanish is the second most common-spoken language in the US. 
• Integration options: Look for a company that offers integrations with tools you’re already using. Reduce manual processes where possible to minimize mistakes.
• Mobile app: Convenience and peace of mind go a long way. Mobile apps give you both as you can view all messages and essential information from anywhere.
• Quality assurance: To put your mind at ease, look for a service that has processes in place to keep standards high. Your patient experience is too important to take any chances.

How to get started with physical therapy answering service.

Answering services often offer a free consultation to assess your needs and answer your questions. Together, you can explore workflows and determine the next step.

It’s normal for your service to adjust as you go. You may find that the service can be improved by adding a few more questions to your call script.

Just like with patients, communication is key when working with an answering service for physical health providers. Working together helps improve workflows for you and your patients.

See how an answering service can improve patient communication at your clinic. Join many other medical professionals across the US and book your free consultation with WellReceived today to enjoy a more streamlined and productive clinic.