For great customer service and a better bottom-line, here’s why a partnership with an elite-quality answering service is a smart decision for Home Healthcare and Hospice businesses.
The reality is that family members will call for assistance 24/7/365. And, so many times they want to talk to someone now. Of course, patients and residents want that kind of immediate access too.
How, exactly, are you handling these calls during office hours and after-hours?
And it’s not just the immediacy aspect. Every time, you want to greet these callers with a serene, professional “live” human being, not voice mail. This must be someone who cares and knows precisely what they’re doing.
Sure, instant attention is not always possible, especially after-hours. However, a friendly, professional voice greeting whoever is calling goes a long way to reducing anxiety and to actually securing attention for the family member or patient. No one calling in to your business likes voice mail! It’s mechanical and slow, and who knows if a message will be heard and then acted upon? In direct contrast, an answering service – during office hours to handle over-flow traffic and after-hours for urgent situations – instantly provides the “human factor.” This is the quiet confident human touch that so often gets lost in the shuffle.
Yes, an elite answering service will provide bullet-proof emergency call management and message delivery escalation too. And for daytime or after-hours non-emergency message delivery, there are a multitude of options.
And there’s this: one-on-one nursing is expensive. It’s better to focus nurses’ time and talents on patients, not answering phones.
And for your marketing and sales, know that missed calls means missed revenue. And always remember, one can’t measure the lost business, the business that never appears!
And finally, providing a caring, compassionate and professional live real-person to handle calls improves patient care and caller satisfaction. This soft, background touch will benefit everyone in your operation…and help you grow. You know it’s true!
And make sure your new answering service is a qualified, HIPAA compliant service.
Centratel, an elite national telephone answering service located in Bend, Oregon, assists scores of home health care and hospice operations, handling overflow calls, screening after-hours inquiries, capturing leads, and forwarding urgent calls.