Patients Called But You Didn’t Answer
During today’s fast paced environment, it is all too important to ensure that you answer each call when the call is received. Dropping a call could be the equivalent to losing a patient, upsetting a patient, and possibly missing out on a referral opportunity. With todays ever declining reimbursements none of us can afford to lose a patient for something as simple as a call going unanswered, but this is happening daily to practices big and small.
Did you know that business miss roughly 22% of the calls they receive? Linkedin Call Article . Patients on average expect to wait 5 minutes on hold when calling a business, but statistics also show that roughly 60% of callers will abandon the call after one minute of being placed on hold. Hold Time Statistic. So, how do we address this issue when call centers and healthcare as an industry is experiencing an all time high in staffing turn over rates? How do we answer the call when our call centers are unmanned and our patients are unwilling to hold?
We do so with automation. I know, i know what you’re thinking- Miss Molly Change has been with my practice for 25 years (yes, time flew by since the last blog post - for those of you who read “Why Your Practice Isn’t Growing”) and she is so used to my front office associate answering her call. If I automate, I could lose her to another practice.
I’m going to make it simple, if you don’t automate/outsource/optimize you’re going to lose her and others to your competition down the street because no one is answering the call. Not sold yet? I’m going to present your arguments for you and counter each argument with a strong dose of reality :)
Older Population: With each passing generation, everyone is becoming more and more tech savvy. Yes, this includes those 60+ and up. Don’t be ageist.
Personal Touch: You can ensure that your brand messaging is a part of the automation process. Your script can be integrated into the tools that you’re using.
Faulty Technology: Yes, technology can fail but albeit far less than when your 4 person call center team is unable to handle the 30 calls coming in per couple minutes. Automation gives you the option to call the patient back without making them wait extended periods of time.
But, my TEAM: Your team would likely welcome the chance to have additional support. They want to do a good job, so provide them with the tools and resources for success.
Cost: The cost of losing an average of 22% percent of calls per day is significant. This would negatively impact your revenue. Not to mention the cost to your reputation.
In short, by prioritizing and improving phone call responsiveness, medical practices can significantly enhance patient satisfaction, trust, and overall quality of care. Answering patients' calls promptly and effectively is an integral part of providing exceptional healthcare services. Through staff training, technology integration, and continuous monitoring, practices can optimize their call handling processes and foster a patient-centered approach. Let The PhysAssist help you build stronger patient relationships, improve operational efficiency, and deliver the high-quality care that patients deserve. Contact us today so that we can help you ensure that you are answering every call.