 When you first decide that you’d like to hire an answering
service for your practice, there’s one basic decision that you need to make
before you begin searching for the right service. Do you want a live answering
service, or an automated answering service? Each has its own benefits.
A Live answering service will connect a customer with an actual representative
instead of a recording if they call after hours, at a time when you’re away
from the office, or if all of the lines in the office are already busy,
depending upon how you set up your service. These live representatives can give
patients as much or as little information as you tell them to whenever a
patient is speaking with them. For example, if you decide to go away for a
short time on vacation the representative can let your patient know that you’ll
be away and for how long. This way, your patient doesn’t keep calling and
getting the same recording over and over. Even if this recording contains all
of the information that the patient may need, it can still be frustrating to
not get to talk to a live person. It can be much easier to take in information
when you have an actual person relaying it to you, and they can explain what it
means if the patient doesn’t quite understand.
An automated answering service is a recording which will pick up during set
hours of the day, when all lines are busy, or when nobody is available in the
office. These can range from a simple recording which relays information you’ve
chosen and links to a voicemail system at the end, or an interactive voice
response unit. Interactive voice response units will allow the caller to make
selections from a menu by speaking into the phone or using their keypad. These
can give callers access to far more options than they would get if they were
connected to a basic automated answering service.
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