Why Every Home Healthcare Agency Needs a Specialized Answering Service

Amanda Davis Answering Service White Papers


Your home healthcare agency is growing and you are devoted to providing excellent care for the customers who depend on your business. You have a never-ending to-do list like any other professional, but where should “hire an answering service” fall on that list? We have three good reasons that this task should rank at the top.

1. You have legal responsibilities and serious commitments to your customers

Answering the phones for a business in the home healthcare industry is quite different from answering calls for a business selling mail-order flowers or infomercial products. You have state licensure requirements to consider, and what you say is always guided by HIPAA, Omnibus and HITECH limitations. Give protected or inaccurate information to the wrong person, and your business could face legal troubles.

This makes your choice of answering services more important than ever. You have to question the integrity and training of each person who may connect with your clients. It’s important that these representatives have a full understanding of the laws surrounding your business even if they don’t have direct access to patient charts.

Centratel only hires Telephone Service Representatives (TSRs) of proven integrity, and we ensure that they are properly trained to abide by all state and federal laws. In addition to serving your customers with care, we work hard to protect your business with HIPAA-compliant message delivery services.

2. Emergencies happen in the home healthcare business

There will come a time when you receive a call from someone in a state of crisis. You can count on our experienced TSRs to handle those situations in an effective manner. This means remaining calm, asking the right questions, recording critical information and escalating critical matters efficiently.

Since your answering service functions as an extension of your home care agency, you must have complete trust in the professionals on duty at all hours of the day and night. From after-hours emergencies to early morning challenges and unexpected holiday dilemmas, our representatives are available to care for your clients in their most difficult moments.

3. You can’t afford distractions from Mother Nature

Do you operate a home care agency that is located in tornado alley or a known flood zone? What about the winter weather patterns in your climate? Many businesses are negatively impacted by floods, tornadoes, hurricanes, ice storms and other natural disasters every year. You don’t always have adequate warning to prepare for the disruption of business, and you don’t want to leave your phones unanswered during a time of crisis.

You can let Mother Nature rage with less concern when you have Centratel. Imagine a call center lined with knowledgeable professionals ready to answer calls from your clients, employees, concerned loved ones and anyone else who may want to contact you during difficult times. Our representatives are trained to handle high volume calls and know how to communicate efficiently and accurately when a disaster occurs.

Home-based healthcare is a growing industry, but your success comes with great responsibility. While some companies have the luxury of hiring the cheapest answering service for after-hours support, you have specific needs that can only be satisfied with a well-trained answering service for homecare agencies. Centratel is statistically proven as an industry leader, and we are passionate about taking great care of our clients and their customers.

Centratel is an elite national telephone answering service located in Bend, Oregon.
Centratel’s Home Health and Hospice Answering Service assists hundreds of businesses during and after-hours, throughout the United States and is, by a variety of statistics, the highest quality answering service available among the approximately 1,500 services nationwide.

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