Contact center service
Numerous calls come in throughout the day and we understand that as a healthcare professional, your time is valuable. Let us help you focus on providing premium patient care, while we take care of administrative tasks like answering the phone. Our medical contact center will help your patient calls be answered quickly and handled according to your protocols time and time again. We serve as an extension to your doctor’s office. Our agents will skillfully handle every inbound and outbound call, insurance verification, and appointment scheduling. Access Health contact center agents are a step above the rest. Your inquiries will now be answered in a timely and patient-centric manner.
Type of calls coming to a Medical Office
Appointment Scheduling
Our team will schedule new and return appointments, following your scheduling protocol and guidelines. When scheduling a new patient, we will ensure we have insurance information on file, and first confirm your clinic is contracted with patients’ insurance. If a new patient requires specific information to be seen, our team will gather all information needed prior to patients’ appointment.
Symptom Calls
We care about your patients and their wellbeing. When a patient calls your office with symptoms, we will evaluate and record the patient’s symptoms while also checking their medical history to direct the patient to the appropriate level of care. Because of the variety of ages and reasons for the phone call, the triage protocols we developed with your doctors, must be extremely comprehensive to ensure we take the appropriate steps for each situation.
Message Routing
Message routing in the office involves handling calls from patients, outside facilities, and other healthcare providers. Our team is trained to answer questions promptly by reviewing patient charts and documenting each call. If a call requires assistance from a nurse or provider, the team will follow determined guidelines. In cases where the Access Health agent is unable to assist the caller, a message can be routed to the appropriate staff member, or the call can be transferred. This ensures that all calls are handled efficiently and effectively.
Appointment reminder calls and No-show follow ups
High patient no-show rates negatively impact healthcare by preventing patients from receiving care and decreasing provider revenue. If your office has a high no show volume, our team can make outbound appointment reminder calls, if the patient can’t make their appointment, we will reschedule their appointment at the moment. Our team can also call all no-show patients and ensure we get patients back on the schedule.
Medication Refill Request
Pharmacies calling for approval on refill requests, or patients requesting refills are calls doctors’ offices receive all the time, our team can process these requests, following your refill medication request protocol.
Authorization and eligibility questions
Doctors’ offices receive numerous calls regarding authorization and eligibility questions – calls our expert team can handle and requests we can process accordingly.
At Access Health, we want to make sure your patients receive top-notch customer service, so you can focus on what you do best - providing quality care to help them live the best life possible. We understand that balancing both customer service and patient care can be a challenge, but we're here to help. By partnering with us for your contact center needs, you can give your full attention to improving your practice and helping your patients. Let us take care of the rest!
HIPPA
Compliant
Our tools
A medical answering service - the prescription for premium patient care
Access Health believes caring is the answer. By providing patients with a live, compassionate voice every time they call, you will build patient trust, increase your clinic's reputation, and grow your practice.
HIPAA compliant
Keep caller information safe and secure, and give your patients peace of mind. Access Health staff follow all HIPAA-compliance regulations.
Bilingual services
Bilingual agents give your Spanish-speaking patients the best in phone customer service. Our professional agents are fluent in English and Spanish.
Flexible scripts
Customizable scripts guide agents through every call. Any unscripted situations are addressed by our agents with professionalism and ease.
Protocols
Protocols and Guidelines support our agents in various situations and enable them to appropriately handle a situation which may arise – or direct them how to appropriately escalate a red-flag or triage situation. We will work with you to ensure all the designed protocols and guidelines are thorough and practical.
