General Category > General Questions

Handling phone calls

(1/2) > >>

supertaz93:
I am curious how others handled patient phone calls when they first started their business.  Did you have them go to voicemail?  Did you have specific days of the week that you returned calls?  Did you have a message on voicemail that said you would return the call within a certain amount of time?  Thanks in advance!

PMRNC:
I always had my services include patient billing calls with the same hours the physician had. My phone number would be on patient statements. If I have to go out I will use voice mail which I check frequently. If it's something I can answer w/out too much difficulty I will call the patient right back. For most part I do try and make myself available for the hours as stated in our contracts.

Michele:
We answer patient phone calls from 8-4.  We find that if we send very clear bills that are easy to read and understand that we don't get many calls so it's really not too disruptive and it is part of our service.

supertaz93:
Here's my situation.  I currently bill for a physician on the side and phone calls have not been an issue.  The amount of time it takes me on his account is very minimal.  I am in the process of growing my business and was wondering the best way to handle patient phone calls.  One of the reasons for me to work at home is to be flexible with my time.  I have 3 kids that will be going to 3 different schools at 3 different times next year.  Although I am usually home, I don't want to be "tied" to my phone unless I have enough work to be considered full time.  Many times when I call a company these days, the recording will say something like "We will return your call within 24-48 hours" or "we will return your call by the end of the day".   Do you find it rude to get a voicemail message like this?  Also do any of you have the option for the patient to contact you through email?  I was thinking about looking into this too.


--- Quote from: PMRNC on October 05, 2012, 12:02:08 PM ---For most part I do try and make myself available for the hours as stated in our contracts.

--- End quote ---
  Do you specifically have the times listed in your contract or do you say in general wording that you would be available for phone calls?


I'm trying to think of the best way to handle phone calls in the future so any additional input is appreciated.   

PMRNC:
In my contract it's one of those fill in the spots that the client and I will converse and negotiate. When we do set the details I do specify a generalized time frame with some wiggle room to account for things that could come up to interrupt it. I also include a phone number that is to be used on the patient statements. ONLY patients use that designated phone number so that I KNOW it's a call coming in from a patient. It's on it's own designated secure phone line.

Navigation

[0] Message Index

[#] Next page