Call Answering Solutions

A great stepping stone in evaluating your practice needs is to start with our Mystery Shop service. Our Mystery Shop is an objective view of your business through the eyes of the customer.
Logical progression has been developed through our experience in managing over 1.5 million patient calls. We have developed a call flow system that helps guide the counselor through a patient telephone call inquiry.
We all expect good customer service however hearing this message may make one feel here is a company that really does care, or do they? How many times have we heard this message and yet our experience on the phone was less than dazzling?
"We are either assisting other patients, out to lunch or you are calling after hours..." An existing patient calling your office and hearing this message is likely to stay on hold or leave a message. However, a new prospective patient calling your practice for the first time and hearing this message...
A recent survey from Market Scope reported only 54% of practices are effectively tracking their leads/patients. We cannot know where we are going if we don't know where we have been.
Coming soon!
Coming soon!

Our experience with mystery shopping over the last 8 years with thousands of calls placed has changed our philosophy and approach to the process placing and scoring calls. We strive to minimize the bias inherent in mystery shopping by attempting to recreate the flow and content of a real patient call. We have found this is best achieved by asking a broad opening question, and one or two follow-up questions that give the counselor the opportunity to expand on the subject and hopefully develop a conversation with the caller.

Although many offices provide similar services, each one is unique in its own way. To succeed in business, you must have 3 things:

1. A great product
2. A great delivery system
3. A great service mindset.

OptiCall/First Contact's services focus on creating the right service mindset to allow your practices to stand out above and beyond the competition. Excellent customer service creates loyalty to your brand and helps make price irrelevant. Learn more about the services we provide that can help your office excel in the customer service and turn more prospects into patients.

The average practice loses 30 of new patient leads and doesn't even know it!

Often Perception does not match reality. Being overwhelmingly busy, does not necessarily correlate with the delivery of good customer service, optimizing lead generation, and maximizing surgical volume from your phone lines. ACE has been responsible for elevating staff morale, increasing lead capture and surgical volume, and allowing administrators the luxury and benefits that come with excellent phone handling.

Coming soon!

When you partner with OptiCall, you partner with a company that is committed to the success of your business. In our years of providing services to improve the quality of phone handling, we have come across services that also may help enhance the patient experience at your practice.

Over 250 practices nationwide have trusted us to help create the right customer experience on their phones. Whether we are coaching their team on how to handle calls, or providing phone coverage for when they cannot be there to answer, it's all about the customer experience. Click here to learn more about what our offices are saying.

“We are either assisting other patients, at lunch or you are calling after hours…”

An existing patient calling your office and hearing this message is very likely to stay on hold or leave a message.

However, for a prospective patient calling your practice for the first time and hearing this message… There is an 85% chance they will hang up and call one of your competitors.

Our research has shown that less that 15% of prospective patients actually leave a message when getting your practices voice mail and more than 40% of perspective patients calling become a lost lead.

A challenge very common to us all is finding the balance of having the proper amount of qualified staff to manage patient calls. Many times the staff is required to multitask by answering phones, checking patients in/out, filing, making follow up calls, conducting patient consultations, etc. Another common struggle is to maintain employees, staff turn over, sick days, vacations etc. Ultimately the telephone becomes more of a distraction rather than an opportunity.

With our Call Answering Solutions, we become an extension of your staff. A seamless integration that maintains the patient’s perspective that our counselors are part of your practice.

Call Answering programs offering support from your business hours to evening and weekend coverage.
Programs are tailored to best represent your practice with proper and updated information.
All calls are recorded and continually monitored for quality assurance.
Your administrative energies and resources are confidently freed to focus on patient care.
An economical solution to your call handling needs.

To learn more or schedule an online demo, click here to contact us.