How Unified Communications can Improve Patient Experience

With Portal’s Unified Communications creating a customized solution geared towards your medical practice is easy. We recognize there are sometimes significant differences in how industries utilize their technology, which is why we work with you to design a system for your specific industry to help increase your efficiency, and patient experience. The first step to improving your patient experience all starts with how they connect with you and those ways are with:

Phone Calls: You want your calls answered by whoever is qualified and available, but you may not want every single phone in the office ringing constantly; therefore, we utilize call queues, and rather than patients hearing a generic ring tone while waiting for their call to be answered your phone system will automatically greet patients, notifying them that you’re assisting other patients while playing on-hold music or marketing material while they wait for you. This keeps your patients engaged and on the line.

Video Appointments: Using video calls for preliminary assessments and virtual check-ups after procedures can be a huge time saver for both your patients and your staff by freeing up critical office space leaving more room for actual procedures. It can also allow for your staff to help more patients in a day by leveraging one-click video meetings without the need to install any software for things that need a bit more of a personal touch than a phone call, but that don’t necessarily need to be an in-person appointment.

 

Another function our busy customers love is callback’s –if a patient ever calls in and doesn’t have the time to wait to speak with someone, they have the option to request a callback, this ends the call with them so they can continue with their day to receive a callback automatically from the system when someone frees up at your office – this is key to office efficiency as it does not require anyone to call them back manually, they system simply rings their phone as though it’s an inbound call when they free up.


Finally, if you can’t answer a patient’s call for any number of reasons it isj ust as important that they have a friendly voicemail to greet them as it is for you to have an easy way to review it – not only are you able to listen to voicemails on your desk phone or mobile app, but voicemails are also transcribed and emailed to you for quick readability so you can return their call quickly.

Callbacks, voicemail transcription, and voice/video calls are just some of our favourite ways we’ve been able to assist medical practices.There is so much more to benefit from on a Unified Communication System, a few popular features are:

 

Call Recording - How it helps your practice:

Tracking your team’s phone skills is a big part of an office’s professional development. But it gets tough when you can’t hear the other person on the line; you lose all the context. With call recording, you have access to the entire audio of calls that your office picked up. You can hear both your team’s voice and the caller’s, giving you all the context you need to truly assess your team’s phone skills and to ramp up training.

Custom Schedules - How they help your practice:

Most companies have two modes - open, and closed; this works when you have staff always available to answer the phone but what happens when your reception staff are retasked. With custom call schedules we give you the ability to schedule your open/closed times but also breaks and lunches. This feature ensures your team can stay on top of calls once they return to their normal duties no matter the holiday or the time of day, custom schedules make that possible!

Desktop/Mobile Integration - How it helps your practice

With the desktop and mobile integration, you can text quickly and easily with patients (which stats say patients are looking for from their doctors) and be reachable without call forwarding; being reachable without call forwarding means that you no longer need to navigate through your phones settings to block caller ID when working remotely and calling back customers, you can make a call from anywhere as though you're in the office. This feature simplifies making calls, too. Gone are the days searching for the patient’s phone number and mistyping it into the phone’s keypad with Click2Call integration built into your browser to call patients right from your record system.

Line Failover - How it helps your practice:

Imagine your office is short a team member or two, so you’re pulling double duty — you have to greet and intake patients as they arrive, manage the office phone, and keep an eye on your own office phone (on the other side of the office) for an important call you’re expecting. Fortunately, you’ve set up line failover so that the call you’re expecting goes to the office phone that you’re closer to so you don’t miss it.

On-Screen Presence - How it helps your practice:

Phone calls have a considerable impact on patient perception and quality experiences, and screen pop provides a unique opportunity to make patient calls personal and substantive. By giving the front office team immediate access to relevant information and key talking points, they can more easily engage in a conversation that will drive scheduling and revenue for the practice.

Think you’re ready to make the switch, or need more info? Click here to book some time to speak with one of our experts.

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