A few months ago, a practice reached out to OptiCall for help in training their new phone team. They shared a scenario that had been causing significant concern:
“A patient recently had cataract surgery and is calling in with complaints of pain, flashes, and floaters two days post-op. Our team isn’t sure how to handle these kinds of calls.”
The team? Two newly hired employees working remotely from the Philippines.
The requested solution? A single hour of training on how to effectively triage every call that could possibly come through in a busy medical practice.
This scenario might sound familiar. However, it also highlights a critical issue: while we try to run a medical practice efficiently, we tend to lose sight of how incredibly specialized our industry is. Here’s why:
- Elective medical procedures address a wide range of unique, complex needs tailored to each patient.
- These procedures are performed by skilled surgeons using cutting-edge technology.
- The patient journey, from the initial consultation and decision to proceed, to post-op recovery, can be emotionally charged.
- Moreover, most of these procedures represent a significant financial investment, with many not covered by insurance.
Given these factors, we can’t treat elective medical patient care like any other customer service. As such, it’s unrealistic to expect someone, especially someone new to the field and with minimal training, to fully grasp the nuances of every patient interaction. The best script in the world can’t possibly cover all possible scenarios. Even seasoned employees may struggle to effectively address all questions or concerns. Add language and cultural barriers (in this case, a remote team in a different country), and it’s clear that providing top-notch patient care becomes even more challenging.
But here’s the silver lining: with the rapid rise of AI, empowering your staff to navigate complex situations has never been easier or more efficient.
So, how do you equip your team with the tools they need to succeed?
1. Comprehensive Training: The Bedrock of Success
Training is essential for delivering specialized, high-quality patient service. A formal training process should be created with staff needing to demonstrate competence before being assigned to live calls.
But training shouldn’t just be about theory. It should also give staff the opportunity to practice and role-play real-life scenarios. Staff needs the opportunity to rehearse how to handle situations off the cuff, while remaining calm and friendly.
At OptiCall, we leverage our LEE platform, an AI-driven learning system designed to revolutionize employee training. LEE is paired with SAM, our AI-powered coaching tool, which allows staff to role-play scenarios in a safe, supportive environment. This combination ensures your team has both the knowledge and the hands-on practice needed to excel in patient management.
2. Quick Access to Answers: Empowering Staff in Real-Time
In the age of Google and ChatGPT, we’re all accustomed to seeking quick answers. Your practice’s staff should have that same level of convenience when it comes to handling patient queries. Answers need to be available quickly to help the interaction between staff and patient feel seamless.
OptiCall’s ASK platform is an AI-powered knowledge assistant custom-built for your practice. ASK integrates seamlessly with Microsoft Teams, Slack, or your website, providing instant, accurate answers to everything from triage instructions to billing codes. This means your team doesn’t waste time searching across platforms or second-guessing information. With ASK, they can confidently respond in real-time, ensuring consistency and accuracy every time.
3. Call Evaluation and Coaching: Continuous Improvement
One of the biggest challenges in staff training is that often, practices don’t know when a team member has struggled with a call. Without visibility, it’s hard to provide effective feedback or identify areas for improvement. That’s why monitoring, evaluating, and coaching your team is crucial.
Our ACE (Advanced Call Evaluation) system uses AI to listen to and analyze every patient interaction. This tool provides valuable insights into what’s working and what needs improvement, offering actionable feedback to help your staff continuously refine their skills. The result? A better patient experience and more successful outcomes.
With ACE, you gain transparency into your team’s performance, ensuring they always deliver the best possible patient service.
The Bottom Line: Equip Your Staff for Success
Ultimately, it’s up to your practice to ensure your frontline staff are ready for anything. At OptiCall, we provide the tools and support to ensure your team is prepared to handle even the most challenging scenarios. From comprehensive training to real-time access to information and continuous call coaching, we’ve got you covered.
Ready to see how we can help drive better results for your practice? Schedule a demo today to discover how OptiCall’s AI-powered solutions can be customized to help you provide world-class patient care.