When patients come to you for surgical procedures, it’s important to provide exceptional service–not just through surgical proficiency–but also through attentive customer service. This becomes difficult during busy days and weeks though, when your staff has many different tasks to manage. The easiest and most effective way to decrease demand on your staff (removing risk of mistakes) and improving customer service is through a customized phone answering service.
Ensure Your Records Are Right With Recorded Phone Calls
With Keener, recorded calls give you the ability to go back and check information that you think may be inaccurate or incomplete.
Know that the appropriate staff members get the right calls at the right times
Keener’s phone answering services provide the ability to route certain types of calls to certain people. If there’s an urgent call, you can route that to a surgeon, while routing non-urgent calls to an operator or voicemail. Call routing can even be set to change depending on the day and time people are calling.
With HIPAA compliant secure messaging, your office can receive all the detailed information they need and can even communicate back to our agents via text so they don’t have to waste time calling us if they don’t want to.
“Our practice had numerous problems with the previous answering service. Since changing over to Keener Communications over 10 years ago, we have had smooth operations. I would heartily recommend Keener to any physician group.”
– Practice Administrator, 26-doctor specialty practice, Richmond, VA
Why do I need an answering service for my surgical practice?
Having a reliable answering service for your practice is critical. Forcing your patients to leave a message on a voicemail is simply bad service. Customers hate talking to a machine and they oftentimes will hang up. Instead, your patients want to talk to real people. Depending on your needs, we can set up a voicemail front to screen out non-emergency calls or our live agents can screen them. Your office will only be reached with truly urgent calls.
How do I setup call answering services for my surgical practice?
Depending on the needs of your practice, you can setup your call forwarding in several ways:
- Forward your calls to the answering service for all of your after-hours calls and have urgent calls routed to the appropriate people.
- Setup overflow routing with your phone service provider so that if you can’t answer your phones during the day, they route to our answering service and we can answer them for you.
- Forward calls directly to our answering service when you leave for the day so your patients don’t hear extra ringing before their call is answered at Keener Communications.
- Keener can provide a toll-free and/or local number for you
How much does a live 24/7 phone answering service cost?
All surgical practices are different and the cost of having an answering service depends on what you’re looking for. We have clients who pay less than $100 and clients who pay more, but on average, our clients pay around $400 per billing period. Complete our no-hassle quote request form to get a ballpark cost estimate for your practice.
As an answering service, we basically deal in labor and therefore bill for ‘agent work time’. So, there are two main factors that will determine your costs. The first is your call volume. Obviously, the more calls we take, the more it will cost. The second factor is the scope of work. We can simply take a message and text it to you or we can provide a much more comprehensive solution depending on what you’re looking for. We encourage all of our medical practices to use our HIPAA compliant Secure Messaging application, so we can send you PHI.
What other types of answering services might help my surgical practice?
Some of the services we provide today were developed through back-and-forth Q&A with clients who had unique problems. If you have questions about how we can help your practice, please ask and we may be able to develop a customized solution just for you. Our most common services for surgical offices are emergency message dispatching, appointment setting, and appointment reminders. For a complete list of services we provide medical practices, review the services we provide.
For more information on how Keener’s Phone Answering Services can help your surgical practice thrive, contact us at (877) 527-8680.