A doctor’s office has calls coming in even when the front desk closes. In the evenings patients may require assistance for making appointments, getting answers to prescription questions, gathering details regarding test results, or other concerns. They may call another provider or be abandoned and not know who to make contact with next if nobody responds.

When a patient needs your help outside of normal business hours, an after hours medical answering service is something they can count on to reach you. It can also help alleviate the burden placed on doctors and staff who would otherwise have to take calls after work.

Other Hours That Your Staff Won’t Cover

This would mean you have hours to be at work just like most medical offices. But patients do not always turn up in a timely manner.

Calls may come in:

• After the practice closes
• Before staff come in the morning
• During weekends
• On public holidays
• Closed when staff on break or really busy

An after-hours medical answering service fills up these gaps. Trained agents answer calls, collect messages, transfer calls when appropriate, and follow instructions as directed by the practice.

So, What Happens When a Patient Calls?

Patient experience must remain simple.

It also allows for the caller to talk to a live person instead of their call going to voicemail. The answering agent is educated on the practice, captures the patient’s need, and handles the call following an established process.

For example, the service may:

• Log a message: Any circumstances can be documented and forwarded to the specific staff member.
• Transfer a message: Direct calls can be routed per the practice’s wish.
• Appointment scheduling: If your service allows for patient appointment scheduling, they may actually be able to schedule an appointment, without having to wait for the office to reopen.
• Element of basic information: Agents can reply to approved questions regarding working hours, locations, or appointment procedures.

Why Practices Use After-Hours Support

The primary advantage is improved communication.

Instead, patients can wait on hold all day not knowing when they will get to talk with a person (and many have done as such), or better yet, simply not wait at all. Simultaneously, medics themselves can have greater clarity on boundaries regarding work time versus personal time.

A medical answering service can also reduce missed calls after hours. Each call that goes unanswered is a potential appointment not booked, message undelivered, and patient left frustrated.

A Better Backup for Busy Practices

This is especially useful for practices that receive a high volume of calls, or patients who commonly require assistance during evening and overnight hours.

It could just work alongside your current reception team. Rather, this can function as an extension to the practice, taking care of calls when your regular employees are not available.

Choosing the Right Service

Research the providers agenda before you choose one − see if it has:

Your after hours medical answering service should be tailored to your workflow instead of forcing your practice into a box.

Accessibility is a two-way street; when patients know that they will be able to talk to real human beings even after the office doors close, communication becomes effortless. Fewer distractions for your team, and a reliable contact point for patients when they need one.