Our Services

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.

OptiCall/First Contact –

At OptiCall/First Contact, our entire focus is on the improvement of call handling processes for elective medical procedures. Our expertise and focus is on patient call handling for Vision correction procedures, Plastic, Cosmetic and Aesthetic procedures. The objective is to systematically help the practice turn prospects into patients. We go beyond by providing systems that ensure this is done in an exceptional way. Our conversion rates are consistently 15-25% above industry standards.

Our basic suite of products include:

Phone answering programs: Answering the patient calls for the practice as a seamless integration maintaining the patients perspective that we are simply an extension of your team. This service provides monthly reports on calls, conversions to consult and surgeries. Also, available are specialized reports to tie in calls and surgeries to specific marketing programs. Further, we maintain a customer database for the accounts that can become useful for follow up or future marketing programs. All calls are recorded for quality control purposes and for future reference.

Phone training programs: As an alternative, we will coach a practice's staff to use and implement our system as they take patient calls. We provide quality control reports on these calls for reward or remedial action by the account

Web Based Lead Tracking: A third alternative is our web-based patient tracking program that ensures consistent patient call handling on every call.

Mystery shopping: Allows you to “inspect what you expect” from your staff currently taking these initial inquiry calls. This service provides 10 Mystery Shop calls per quarter, giving you the unique opportunity to evaluate the performance of your staff. You will receive detailed reports outlining each recorded call experience in addition to the actual recorded calls available conveniently on-line.

With all of our programs, we are able to reduce lost leads and increase business by turning more prospects into patients. With current economic times capturing each lead and improving efficiency in the conversion of these leads to patients can help our practices reduce the impact the economy has had on elective surgery.