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Medical Answering Services
Medical offices can use outsourced call centers for a variety of purposes. But while using a virtual receptionist might be appropriate for scheduling appointments or calling with reminders, there are some things that require human interaction. One of these is handling triage over the telephone.
But while it’s important to have a trained medical professional handling triage, that doesn’t mean that you can’t rely on a doctor’s answering service for this service. There are many software programs that can help outside professionals handle telephone triage using guidelines including the Schmitt/Thompson protocols.
As you are researching possible options, here are a few things to consider:
- Each protocol was developed for different reasons, and by a different group of individuals, so it’s good to find how each protocol you are evaluating was researched and developed. As a rule, you’ll want to see protocols that were created by a mixture of high level doctors, nurses and other expert professionals, who can each give their own unique input.
- It should take at least one year for a protocol to go from the conceptual stages to actual implementation. If you are presented with one that was developed in the manner of a few months, you’ll want to question how they were able to do so that quickly.
- Ask for references and make sure you call them. Other medical offices who are using a customer service solution including that protocol can tell you if it has been working for them or if there are flaws.
- Spend time reviewing the protocols, both by reading the table of contents and any included documentation. This will give you a strong understanding of the tools available to your staff. You can also see if it will be confusing to grasp or if it relies on terminology that could create issues in implementation.
- Some protocols are designed to collect information which allows a medical expert such as a doctor, nurse or physician’s assistant make a proper assessment of the next steps. Others are created to make the decisions for non-skilled employees at outsourced call centers. Your own customer service solution may determine which protocol is right for you.