A positive patient experience goes a long way towards the overall success of a medical practice.

This is why medical practice should streamline the front-desk operations to best serve their patients, and improve their overall experience.

Virtual medical receptionist is the initial and critical point-of- contact for the medical practice, who handles calls during and after the office hours remotely.

Provides excellent customer care while conducting daily operational tasks such as taking incoming calls; making outgoing calls; communicating through emails, e-faxes, text messages; scheduling appointments; verifying medical insurance; planning referrals; handling prescription refills; and more.

Have full remote access to the Client’s computer system and Electronic Health Records to upload documents, verify insurance benefits, and conduct prior authorizations just like an on-site employee.

Virtual medical receptionists can support lead generation through multi-channel communications using phone, live chat, and text messaging.

Besides that, a medical receptionist service may also help to reduce patient wait times, and according to a 2022 patient survey:

43% of respondents said that wait times over 20 minutes frustrated them

24% of respondents reported that they would change providers due to long wait times

3. With a virtual receptionist assigned to intake tasks and appointment scheduling, you can streamline your day-to-day operations and reduce wait times for your patients.

4. While some patients will still require longer than expected visits, and some wait times will be unavoidable, but the newly optimized systems will make sure these are infrequent occurrences, which can help your patients to feel prioritized.

Hand Off Routine Tasks:

A. Cost-effective way to help ease the burden on your staff while maintaining high customer service for your patients.

B. Provides excellent customer care while conducting daily operational tasks.

C. Allows you to enjoy remarkable benefits like reduced employee turnover and better patient satisfaction scores.

Lower Employment Costs:

A. Hiring someone in-house is a time-consuming and expensive process.

B. Finding an exceptional receptionist can be difficult, and you must still train them in best practices.

C. On the other hand, a virtual medical receptionist comes trained with a working knowledge of the medical specialty.

D. They also lower payroll costs and increase productivity.

E. Over the long haul, you will also save money on equipment and office space, as you will not need to provide them for your virtual receptionist.

Enhance Patient Care:

A. In any medical office, daily administrative responsibilities can feel like a burden.

B. Though these tasks are essential, they are not good use of a physician’s dedicated time and attention.

C. By hiring a virtual assistant to take over these matters, you are free to get back to serving your patients.

Improve Communication and Patient Engagement:

A. When patients call the office, they want to speak to a live person who can help them, also referred to as personalized care.

B. They often feel frustrated leaving messages or speaking with an answering service that does not have the answers.

C. However, there is no need to use an automated system or answering service when you have a dedicated virtual receptionist.

D. All our virtual receptionists are comfortable in the medical field and specifically trained to understand your practice and deliver outstanding customer service — keeping your patients well-informed and satisfied.

E. Virtual receptionists can reach out to patients before and after visits to make sure they feel fully cared for.

Incoming Phone Calls, Emails and Texts:

A. They are able to process all incoming calls in a professional way that best represents your practice.

B. Answer the phone calls, and respond to emails, e-faxes and text messages appropriately with follow up actions, as an extension of your office.

C. Handle queries regarding payments, documentation, referrals, transcripts, and schedules.

D. Capable of covering all time zones and shifts including 24/7 services.

E. Making sure patients are connected to the practice directly at all times so nothing slips through the cracks.

Making Phone Calls:

A. Calls to patients due to scheduling conflicts, or to offer test results, our VAs can handle these responsibilities efficiently.

B. Confirmation calls prior to patients appointed times.

C. Calls to referring insurance providers, physicians offices, service providers, and other staff, whenever required.

D. Handle and organize patient referrals to other doctors and practices as directed.

Managing Appointments:

A. Scheduling appointments at the right time is a challenging job that can make or break a medical provider.

B. If they are double-booked or booked too close together, your day becomes overwhelmed with patients and you do not have enough time to see them all.

C. On the other hand, if there are no patients to meet with, then there is no income to keep the practice open. 

D. With access to your calendars and schedule, a virtual medical receptionist is able to make sure your day has patients scheduled at the right times, so you can provide the best patient care, while still having a good flow of patients. 

E. Send reminders to patients for upcoming consultations, appointments, and follow-ups via text messaging, emails, or calls to minimize missed appointments and maximize scheduling efficiency for a medical provider.

F. Appointment scheduling services include results, medications, investigations, and referrals.

G. With quality appointment reminders, patients will come to your office with the paperwork, personal history, and information they need to make the encounter meaningful and billing smoother.

H.Ensuring that your practice is on schedule can make your patients feel comfortable and establish your practice as the one that patient can trust.

Refilling Patient Prescriptions:

Our VAs are qualified and capable of refilling patient prescriptions or alerting the appropriate staff in your existing workflows to execute refill requests for they can be called into the appropriate local pharmacy.

Insurance Verification:

The headache of handling medical insurance verification for new or existing patients also falls into the safe hands of our VA, which can free up in-house staff for other duties.

Administrative Tasks:

A. Patient intake assistance include gathering patient information prior to their first visit, managing fee inquiries, and advising specialist services.

B. Provide intake and new patient forms to doctors via electronic mail, and in advance so that doctors may have a copy of a patient’s health background and information before their appointment to make the visit more efficient.

C. Efficiently handling intake tasks and forms can improve your practice’s ability to diagnose and treat patients with ease.

D. Document patient visits, manage paperwork, and keeping patient records updated.

Our Virtual Medical Receptionists are highly trained and experienced in Customer Experience Management; Excellent Communication Skills in English language both written and verbal; Medical Terminologies; Administrative Tasks of Medical Practice.

We work closely with our client’s through our strategic leadership and insightful strategies to develop a cohesive and efficient team and guide them through change.

We assign dedicated Project Manager, Supervisors, and Client Relationship Manager to each client, assure better and efficient services than in-house staff coupled with 60% to 70% cost savings.

We use state-of-the-art Asterisk Telephony Solution: Automated VOIP Calls Routing; Incoming and Outgoing Calls; ACD; E-fax, Calls Recordings; Live Calls Monitoring; Performance Management; and Reporting on KPIs.

We are HIPAA compliant and employ highly trained and experienced staff at all levels i.e. Managers, Supervisors, Client Relationship Managers, and VAs.

Our in-house training facility enables us to hire and retain the top talent and scale up operations at short notice.

Our Full-time VMRs work 8-hour shift daily excluding 1-hour break, 5-day per week, and 176 man-hour monthly.

Our Part-time VMRs work 4-hour shift daily excluding 1-hour break, 5-day per week, and 88 man-hour monthly.

In order to ensure delivery of quality services on consistent basis, we will assign a dedicated team of management comprising a Project Manager supported by adequate number of Shift Managers and Supervisors to monitor the quality and performance metrics of each team member.

The Project Manager will ensure daily, weekly and monthly reporting to the Client, and remain in constant communication with the Client to resolve any issues and problems in highly efficient manner.

We use state-of-the-art Asterisk Telephony Solution for: Automated VOIP Calls Routing; Incoming and Outgoing Calls; ACD; E-fax, Calls Recordings; Live Calls Monitoring; Availability of each VMR; Performance Management Metrics; and Reporting on KPIs.

We record all inbound and outbound calls and undertake random QA and Audit of 10% calls of each VMR on daily basis to rate the quality of calls based on metrics like customer satisfaction, first-call resolution, service level, average handling time, average speed of answer, customer effort score, net promoter score etc.

The VMRs are given additional training to improve performance on continual basis, and are rewarded with performance bonuses based on quality of calls.

We are HIPAA compliant, and ensure the confidentiality and privacy of information based on ISO 27001:2015 standards.

Our in-house training facility enables us to hire and retain the top talent and scale up operations at short notice.

Inbound: The Inbound Contact Centre is responsible for the provision of providing telephone customer services to the Client’s Patients/Clients. They not only respond to queries regarding the Client’s Patients/Clients but also ensure the immediate provision of solutions to the Patient’s problems.

Outbound: The outbound Contact Centre is responsible to make outbound service calls as well as carrying out operations. Outbound Contact Centre uses sophisticated and modern predictive/progressive dialers to ensure the best connectivity with the customer.

Workforce Management: Workforce Management is responsible to design and implement shift bids, rosters, and reporting formats for the contact center staff.

Quality Assurance & Training: Quality Assurance is responsible to ensure the quality of information and telephone skills of the VMRs. The VMRs are given additional training to improve performance on continual basis, and are rewarded with performance bonuses based on quality of calls.

Setting and meeting the performance targets for efficiency and quality of the call center.

Planning and managing the effective operations of the contact center by administrating trained manpower, administrative facilities, CRM utilities, and customer focused solution.

Providing The Client’s Patients the best impression from the first call.

Reinforcing rules, regulations, and policies of our Clients.

Quality Assurance (or QA) covers all activities from training, development, service, and documentation.

Objectives:

• The purpose of these standards is to promote adherence to established goals and procedures, facilitate the learning process, and provide a framework for continuous improvement.
• This will provide an operational standard that consistently provides the best possible service to our clients.