No two calls
Taking a call for a doctor requires a different skill-set than taking a call regarding customer service or placing an order. A doctor’s call is brief and immediately dispatched, whereas a customer service call is generally of the “How can I help you?” nature. At AnswerPro, we understand the difference. Contact us to get started.
Our trained staff of call center experts and registered nurses can handle your office’s triage calls 24/7, ensuring your patients receive the special attention they deserve. We offer:
Medical Answering Service
AnswerPro is fully compliant with the HIPAA Standards for Privacy, Electronic Transactions and Security (including the HITECH Act and the Omnibus Rule of 2013). AnswerPro has implemented policies, processes and procedures designed to ensure compliance with Federal and State information security laws, regulations and rules and monitors ongoing compliance efforts and maintains various reporting mechanisms that are required by law of requested by its customers. AnswerPro recognizes that it is a key business partner with its customers and will continue to provide all of its various programs and services in accordance with the relevant requirement of all state and federal laws and regulations including as applicable HIPAA.
First-responder 24-hour medical messaging
Fluent in medical terminology and HIPAA compliant*, our experts understand your on-call protocols and the importance of their immediate—and possibly life-saving— responses.
We can either schedule your patients’ appointments in our system (that you would have access to) or your own system. We can contact your patients one day prior to their appointments using our appointment reminder service. Our experts receive extensive training on the most widely used electronic medical records (EMRs) in the industry.
Critical scheduling information can be directly programmed into our system by a physician’s office. If preferred, our specialists will input the information. In addition to managing a physician’s on-call schedule, we can also manage a physician assistant’s or nurse practitioner’s on-call schedule. Our transparent technology automatically routes calls to the proper person, preventing 99 percent of on-call errors.
Internet message delivery
Available for practices or organizations that prefer to receive messages by email, our message archiving system allows your messages to be stored in our secure system for 90 days—or longer if requested. We use the HIPAA compliant messaging app MiSecureMessages to send text messages.
Customized pre-screening announcements
In an effort to decrease the number of non-emergency calls, we can customize an announcement informing the caller that your number is for emergencies only.
Nurse Triage and Wellness Coaching
Our 24/7 on-call RN service provides triage utilizing your call management input. Our nurses are registered and licensed in all 50 states and will follow instructions specific to your practice or to each physician in your practice, documenting all information obtained from patients. Our nurses will ask your patients a list of predetermined questions to ensure proper call handling and perform all triage functions, including symptom-based protocols, custom orders and instructions, physician contact information, patient information, drug dosages and faxing. Often times, they can assist up to 95 percent of patients without having to contact the on-call doctor.
We combine health and wellness resources, disease management guidelines and health risk application information to pinpoint patients and employees who could strongly benefit from health management services. Our wellness coaches offer support and help educate patients and employee participants on how to take control of their own health and wellness. Participants are selected based upon labs and test results, health risk assessments and self-reported medical history.
Small Business Answering Service
You’re busy. You have service appointments to make and clients to assist. You can’t physically answer the phone every time it rings. But you can’t afford not to answer it either. Our AnswerPro call center experts can help. Whether your need your phone answered and calls routed during business hours, after hours or around the clock, our live operators are ready to take the call. Think voicemail is your best option? Think again. According to TalkRoute.com, 85 percent of callers who go to voicemail do not leave a message. And may not call back. Don’t risk it.
Virtual Receptionist and Messaging Services
You need a receptionist but you don’t have an actual front desk. No problem. Our inbound call center experts are here to help answer and share vital information with your customers during business hours and/or after hours too. We’ll send you text messages too so you can receive notifications of important messages after hours without having to share your personal cell phone number with outside callers.
Whether your sales approach is business-to-business or business-to-consumer, our AnswerPro experts can assist with your customer service and standard operating procedures by:
- Responding with custom answer phrases regarding your account protocol
- Verifying customer information when inputting to decrease errors
- Providing seamless order management—we enter orders directly through your website so they are better organized and instantly available for you to begin processing.
- Handling returns 24/7