People like options. We want to have choices, and this ranges from menus in restaurants to service plans for phones or other items. When a business requires professional assistance, it too wants a few choices. This is the reason that the best medical answering service companies are making a host of features, options and services available to all of their clients.
What does a doctor’s office, hospital, clinic or pharmacy require other than someone to record and forward a message? Consider that each and every one of these entities must always be in compliance with HIPAA regulations. When they decide to enlist the help of a telephone answering service they must be sure that the staff and protocols followed will be up to state and federal standards.
This means that an operator will know how to deal with the sensitive and personal information they must handle during a telephone transaction with a patient. It will also mean that they are well aware of how to deal with an emergency situation; one in which they may be required to repeat information from a doctor to a caller. The medical answering service company will also need to provide many services associated with HIPAA compliance, such as data backup, recordings and disaster services.
Speaking of disasters, it is critical for a doctor and patient to be able to effectively reach one another during times of disaster or emergency. When phone lines are down or electricity has failed, the medical call center should still be able to keep an office, practice or other medical agency open for public communication. This means that in addition to being able to accurately and legally handle all messaging and documentation, the call center should also have disaster recovery solutions.
This is easily achieved using modern technologies and can include “redundant” phone lines that include wireless, satellite and traditional land lines that can all maintain a client’s operations regardless of the weather or situation. It can also include standby partnerships with other agencies that will be able to support operations through telephony and electronic services. Finally it may mean that a medical answering service has access to high-power generators, alternate offices and offsite data storage.
Many modern medical practices are also happy to supplement their existing office staff with the work of a triage nurse. This can be provided through a medical call center which has onsite or contracted teams of specially trained and HIPAA compliant nurses to offer guidance and advice when necessary.