Monitor your answering service to ensure quality customer service

Keep in mind that patients perceive your answering service as an extension of your staff. Stay personally aware of your service's reliability and courtesy by regularly telephoning it yourself. Portray various situations, ranging from emergency to casual inquiry. Consider these points:

• Was your call answered promptly or on the tenth ring?
• Was it handled with proper manners and respect?
• Was the important information relayed to you properly?

Tell your answering service that you will make such test calls. Additionally, notify the service's owner or manager of the specifics of any shortcomings. Make the complaint in writing as well as by phone so it drives home both your concern and your surveillance. And, just like your own staff, if you discover a particular operator who provides excellent service every time, compliment him or her to the service supervisor.

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.