Traditional answering services have long been a staple in healthcare, providing office hours and after-hours support for medical teams. Traditional answering services often come with limitations that can impact patient experience and practice efficiency. Common issues include human error, misrouted calls, and extended hold times, which can frustrate patients and lead to longer resolution times.
Human Error
One of the key challenges with traditional answering services is the potential for human error. Mistakes happen—calls may be misrouted, details overlooked, or messages inaccurately transcribed. This not only delays the resolution process but can also create compliance risks, especially in a healthcare setting where accuracy is paramount.
Clarus Call Management addresses these pain points with a technology-driven approach that removes the risk of human error. Our platform ensures that every call is correctly routed, significantly reducing the chances of delays or miscommunication.
Long Hold Times
When people manage your calls, time and resources are finite. An operator can only speak to one person at a time and they have to spend time on the phone understanding the patient’s concern and triaging appropriately. Which backs up phone lines, leaves patients on hold for minutes at a time, and prevents other medical personnel and referrals from reaching your staff promptly.
Most patients will hang up if they’ve been on hold for 60 seconds. With Clarus, patients no longer experience hold times, a common complaint with traditional services. Our system guarantees rapid response times, enhancing the overall patient experience.
Staffing Deficiencies
Traditional services have lost their personal touch and effectiveness as many of them grapple with extreme turnover and the inability to focus on a single industry. Your practice is not only at the mercy of who the call center can hire, but more than likely, who they can retain to work with your team.
By using a traditional answering service, healthcare practices lose control of who their patients speak to and the quality of that conversation.
On average, call centers in the US have employee turnover of 30-45% according to the Quality Assurance and Training Connection (QATC).
It’s clear that while traditional answering services served a purpose, modern healthcare practices require a more efficient, error-free solution like Clarus to meet today’s demands. Ready to upgrade? Learn more on how Clarus can transform your practice.