Call Back Success Tactics

One of the most common reasons I see patients get upset with medical offices is that they don’t get a call back when promised (this is especially true when I’m the patient and don’t get my call back!). So here are a few practical tips you should consider:

Confirm: Always read back the information the patient gives you. This will make sure everything is correct. Also, it shows the person you’re really paying attention and taking her message seriously.

Multiple Phone Numbers: Obtain multiple phone numbers for the doctor or nurse to call the person back. This is important because the patient may want to give you his work number when he calls to speak to the provider who will actually be calling him back at home later that evening.

Follow Up: Be sure to get back to the patient if your physician isn’t able to call back at the agreed-upon time. For example, you might call the patient and say, “All of your test results aren’t going to be in today, so we need to reschedule your chat with the doctor”.

About the Author

Reed Tinsley CPA

This article is written by Reed Tinsley, a Houston, TX-based CPA with over 30 years of experience advising physicians and medical practices across Texas and the United States. Reed holds certifications as a Certified Valuation Analyst (CVA), Certified Healthcare Business Consultant (CHBC), and Certified Financial Planner (CFP), specializing exclusively in the healthcare sector. He is a published author, nationally recognized speaker, and trusted advisor to physicians on accounting & tax, practice management, and financial planning. Schedule a Free Consultation.