Illness can strike anytime. When health emergencies occur during medical specialists’ off-hours, a medical answering service can be a tremendous help. It must be distinguished from a traditional call center or automatic dialing system which merely records the patient’s name and contact details. In contrast, a professional medical answering service operated by well-trained people knowledgeable in medical terminologies and health conditions can be very useful in extending patient care as the need arises.
Nothing can be more reassuring than to be able to reach competent people who can lend a hand when life-threatening situations arise. Medical emergencies can make people anxious and unnerved, which may just cause further problems. By being able to reach live personnel through phone, they may find a quick & temporary fix and assuage their fears, while waiting for the availability of a doctor.
Apart from offering the main advantage of round-the-clock service in gathering pertinent information and forwarding it to a doctor, a good medical answering service can aid in disaster recovery operations. Whatever the natural disaster, be it a snowstorm, hurricane or tornado, medical call center operations can expedite much-needed help to victims.
For all-around good service to individuals calling for immediate patient care or help, medical operators must be trained not only to receive and forward routine calls to doctors, but also to give good advice and help patients assess health symptoms and suggest palliative remedies. Medical operators should also have undergone training in HIPAA, which stands for the US Health Insurance Portability and Accountability. This Act ensures that trained personnel will safeguard the privacy, security, and confidentiality of patients’ medical records/data.
Indeed, a medical answering service that offers more than messaging and receiving standard calls when physicians are off-duty can be a boon to the healthcare field. Among the important criteria that organizations should consider when selecting medical operators are sufficient medical knowledge, efficiency, empathy and good listening skills.