Web-Based Lead Tracking

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.

Tracking systems in everyday life why not your practice?

How many friends do you have on Facebook? How many people are following you on twitter? How much money is in your checking account?

We can answer these questions relatively quickly and accurately with just a click of a mouse.

When it comes to your practice, the questions below may be a bit more challenging.

How many patients called your practice last month?
What elective procedure were they interested in?
How many patients booked an appointment or declined?
What marketing source was most successful in driving in those patient calls?
What is your practices conversion rate from call to booked consultation and booked consultation to booked surgery?
What are the top 3 questions patients are asking your counselors on the phone?

To find the answers to these questions you may have to do quite a bit of research and spend hours compiling the information. You may not be able to answer some of the questions or may be uncomfortable whether your answers are actually accurate.

OptiTRAK program is our web-based patient tracking system that is revolutionizing industry standards for patient call handling and data collection.

Designed specifically for the elective medical procedure industry, providing consistent, correct delivery and capture of patient information on every call.

Data capabilities instantly calculate cost per lead, ROI, potential revenue, individual counselor performance and much more.
Custom creation of your scheduling calendar.
No additional hardware or software required.