Who We Are

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.

Since our inception, the focus and expertise of OptiCall, Inc. has been on the initial customer contact for medical practices who offer a variety of elective procedures, surgical and other. We have always taken pride in our ability to deliver superior customer service on behalf of the practices who have partnered with us.

From the 1.5 million elective surgery calls we have taken, we have developed a system that turns more calls into patients. It is through our programs and services that practices nationwide are seeing an increase in business in relation to converting initial calls to consults, and those consults to procedures.

To survive in today’s business climate, practices are continually in pursuit of standing out from their competitors. Too many practices today are advertising similar, ineffective messages such as:

Having the most experienced doctor(s).
Have the latest and best technology.
Offering various payment plan options.
Offering specials or discount programs.

While these campaign strategies are important and have been effective in the past, they are no longer enough to gain the competitive edge that is required in today’s elective surgery market. Prospective patients are challenged with differentiating one practice from the other. Ultimately, this forces the patient to start calling different practices in search of the one that “feels right” based on their first impression. For the patient, the initial contact experience is crucial. Within the first 30 seconds of their initial phone call, a patient will make the important decision of whether to proceed with your practice, or to look elsewhere. A recent survey completed by America Network reported an astounding 65% of patients did not book surgery with the first practice they contacted due to poor customer service.

The greatest opportunity for you to capitalize on the leads you are generating and to set your practice aside from other practice’s, is to provide the ultimate customer service experience for your potential future patients.