How well the customer call center company you plan to appoint handles medical emergencies is a thing to watch out for. Just to mention here, many call center companies have recently expanded their scope of functions and specialized in different fields. Medical answering service is one of these specializations.
Usually, a medical answering service provider is responsible for answering every patient’s call. It has been made mandatory by the US Supreme Court that the people handling the calls are HIPAA and JACHO-certified. These certifications ensure the agents have a fair enough knowledge of the medical practice’s medical terminologies and other essential features.
Besides attending to patient calls, the call center services provider collects and maintains relevant patient data. This data procurement and maintenance plays a role in the smooth conduction of the treatment procedure and future references. Doctors or other medical professionals can access these in the future with a mere click on the mouse.
Again, these service providers are responsible for scheduling appointments. In this case, these customer care representatives are like personal secretaries to the doctors. They have a detailed chart of the doctor’s schedule and keep track of their whereabouts, which is essential for fixing an appointment.
One of the most critical components of the healthcare BPO is handling emergencies. Most service providers offer a hotline for emergency purposes. Here again, the customer call center companies must have a complete schedule of doctors and other medical personnel along with their contact numbers to contact them in times of emergency.
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