How to Efficiently Deal with Patients and Customers in a Doctors’ Office
A doctors’ office is a very busy place. Aside from patients that come in for treatment there is also a high volume of calls that the office receptionist need to handle day after day. Sometimes the office receptionist handles patients and customers of three or more doctors while at the same time taking out-patient complaints, initial vital signs and the patient’s weight, a short interview as well as the patient’s bill. It is difficult to handle multiple jobs at a time and in doing this may only increase the chances of committing mistakes and costly errors.
There are different ways to efficiently deal with patients especially in handling phone conversations with patients and clients. Here are a few suggestions:
- Use an efficient business phone system. Any kind of office deserves a business phone that can handle multiple extensions at the same time. It also has features that will meet different business needs. This phone must also be user-friendly and will provide an easy interface that will integrate other phones in the office.
- If you are a doctor or a specialist in a doctors’ office, train your staff well. Training should include how to answer calls, how to return calls, how to remind patients of their appointments and how to handle complaints and inquiries.
- Use an appointment software for patients and clients. An appointment software is a computer program that will help doctors’ office receptionist handle appointment setting for multiple customers and for different doctors or specialists. It will efficiently schedule an appointment according to the doctor’s schedule and will also automatically contact patients through email, text or by an automated voice prompt of their appointment. This is an efficient way to handle customers and clients however, patients need a sensitive and caring person to talk to especially in times of sickness or a medical condition.
- A medical answering service is a type of answering service that is handled by a third party call center. All the patient’s concerns are handled; from setting an appointment to patient complaints. An answering service is more than a service that will handle incoming calls but will also be a source of comfort for patients since they are talking to someone live at the other end. Patients will feel at ease knowing that there is a professional or an expert that is willing to help them with their needs.
A medical answering service will also free your receptionist to do other office work. She can concentrate on updating patient’s records, handling actual out-patients, getting patients’ histories and accommodating patients in clients in the office lobby. You will also have peace of mind knowing that there is an efficient customer service system that will work hand in hand with you in caring for your patients. You can find medical telephone answering services online; compare service features and rates so you can find the most suitable one to meet your needs.