As your clinic or practice grows, so will your patient call volume. That leaves you with a choice: Let on-site staff handle the calls as well as patient volume or turn it over to an answering service. As you look at various answering services options, consider the following reasons why integrating your CRM with a phone service makes sense.
Better Resources Allocation
You want your staff to do what they do best, which is care for patients. They provide a service over the phone to patients, but that means they are distracted from addressing the needs of in-house patients. A call answering service not only lets in-house staff focus on what they need to do, it lets you determine the message you want your service to provide to customers. They, after all, have only one job, which means your messages about hours, contacts, etc. will not fall through the cracks.
Integrating CRM and a phone service also improves productivity. Having to focus on in-house needs as well as phone calls leads to unnecessary distractions. That, in turn, leads to missed messages, errors and in some cases, employees who do not give patients the best healthcare service possible. By combining your CRM with a phone answering service, you eliminate the “distraction quotient.” Employees of a 24/7 answering service are concerned about one thing: Addressing the needs of your callers.
Better Customer Service
Ever talk to someone who is distracted? You feel neglected, almost second class. Imagine that feeling when you have a health issue and you call your healthcare provider. It is a fact of life that in-house staff without the added task of interacting with customers on the phone are pulled in several different directions, virtually every day. Add a phone call in there and they are stretched even tighter. A phone answering service negates that; patient service representatives are focused on providing answers to your callers and that is it. Distractions are kept to a minimum.
Better Quality Data
The person answering your phones has a responsibility to take down patient data as it comes in with each call. Unless the questions they have are very basic, that is their job. Being able to focus almost solely on that eliminates data input errors in patient records because of employees being distracted.
Answering services are not your first thought when you mention “customer service.” They can play a vital role in your patient care delivery process, though. If you are looking for happier patients, consider integrating your CRM with your answering service.