Pitfalls That You Should Avoid While Selecting A Medical Answering Service
Admin people in the healthcare field often struggle to manage multiple tasks and handle multiple phone calls at the same time. If you are running a healthcare center, chances are that your overburdened admin team is finding it most difficult to stick to your business’s customer service commitment in its attempt to juggle different tasks and complete every commitment on time. Needless to mention, when you have to accomplish a number of tasks at the same time, you have to prefer quantity over quality and that’s why you may fail to adhere to your customer service benchmarks. This is a situation that requires you to sign up for a medical answering service that will share some of your daily work overload, allowing you to focus on other critical tasks. However, you should make sure that you exercise adequate care to prevent certain pitfalls that may bring down your customer service standard and prevent you from capitalizing on your investment.
You may end up doing business with an answering service that does not employ qualified and professionally-trained staff. Incompetent employees will neither be able to handle your customers’ calls properly nor will they be able to store your clients’ data in an appropriate manner. This may invite serious consequences in the form of data breach incidents that may impact your reputation in a negative way. When you select a vendor, make sure that it is approved and certified by an acclaimed review body. It is recommended that you go for a service that has employees who comply with the terms and conditions of the Health Insurance Portability and Accountability Act (HIPAA). Answering services that uphold HIPAA compliance as a primary service parameter will recruit professional and reliable employees who respect non-disclosure policies.
Your answering service should have proper data management systems in place. If it does not have such capabilities, then you may be doing a risky business with it. Preferably, your answering service should have a number of data storage solutions including several on-site as well as off-site data backup locations. This will work to prevent data or documentation loss due to power failure or system crash. When you choose an answering service that has secure data management systems in place, you can be sure that you will maintain business continuity with utmost professionalism even if a disaster strikes at any point of time.
Most importantly, your answering service should engage in-house staff to work for you. You should not sign up for an answering service that outsources your work to another company, leaving you at a point where you cannot interfere much and adopt quality control measures. If your answering service outsources your work to at-home agents, your clients may hear domestic background sounds that may make them draw an unprofessional picture of your medical service. This is the reason why you should go for an answering service that allows only trained in-house staff to handle its clients’ calls.