The aging baby boomer population is changing the face of health care. Their preference for independent in-home healthcare over assisted living centers is shifting long term healthcare away from medical facilities and into homes. As a result, the home healthcare industry is booming with agencies that provide services such as visiting nurses, companion care, monitoring equipment, durable medical equipment, and in-home hospice.
The demand for these services is unique in that the home healthcare nurses, aides, or medical equipment suppliers are on call 24/7, which is challenging to say the least. This is why many businesses in the industry are partnering with an answering service to manage customer service. Here are the three leading benefits of such alliances:
Around The Clock Attention
No matter the time of day or night, seniors prefer to speak with live receptionists, especially in the case of an emergency. A common complaint from these patients is being put on hold when they call a service agency, or getting an answering machine with a long list of options which may not even include the nature of their call. And in the case of a medical emergency, particularly after hours, patients need to know their call will be answered right away. A receptionist at an answering service will pick up calls promptly and can quickly connect a patient to the healthcare agency without delay. In addition, an answering service can sometimes also assist with scheduling appointments and other requests.
At Towne, we are all about customizing our services to meet the needs of each client while following their protocols. We know that each healthcare agency has specific information that must be gathered in order to serve the patient or address the issue in a timely manner. We design each account to meet the needs of each agency and route the call according to a predetermined criteria.
Our operators greet each caller promptly and professionally, and know which calls are considered urgent and which team member needs to be immediately contacted. On the other hand, the operators will also know which calls are not urgent after office hours, and can be handled the next day. All calls are recorded and can be accessed anytime.
Protected Patient Information
Our answering service agents are also rigorously trained in HIPAA regulations, and are required to pass the HIPAA compliance exam each year. Our facility also meets or exceeds all the physical compliance requirements. This ensures that guidelines are always met, and patients’ information is always secure.
Towne also uses a HIPAA compliant communication system that lets care-providers text or email patient information without putting that information at risk. This system allows the provider to send secure, encrypted messages to other providers or all members of their group, and offers the additional option of password protection. Towne is notified when the message has been read, which allows us to follow an escalation procedure if the message does not show that’s it’s been received. Clients take great comfort in knowing that their messages are being tracked and that no balls are dropped.
Protecting patient information while still providing a caring service 24/7 is a vital investment to a heathcare business. Partnering with Towne allows the provider to do what they do best, knowing Towne can assist in any way needed while still being assured that all information is protected and confidential.
If you’d like to learn more about how Towne Answering Service can partner with your business to provide personalized, exceptional customer care, please call us at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. Whether you are an existing or a new client, Towne Answering Service is always happy to consult with you to create a call center or answering strategy that meets your specific needs and aspirations.