Quite often the physician answering services are drab with operators not personally interested in solving the caller’s problems. Services offered by AnswerPlus are known not just for their efficiency but also for their genuine interest in the caller.
Services provided on the phone by specially trained operators from the physician’s office are referred to broadly as physician answering services. These services are usually provided to all calls from patients as well as pharmacies during physician’s after hours or the weekends and deal with issues such as prescriptions, medication, appointment scheduling, medical insurance and other medical issues. Considering that these services pertain to life and death, AnswerPlus answering service has put in place a system that responds patiently and accurately to all and sundry.
Modulating your voice
One of the disadvantages of physician answering services is the absence of visual stimuli. However a body’s natural mechanism in such situations sharpens the auditory senses significantly. Callers therefore are bound to pay special attention to the tone and voice of the operators and the operators have been trained to tap this extra attention of the callers during such calls.
When receiving any calls it is necessary to win over your caller by being pleasant and expressive with a low pitch. While this helps check if the caller can hear you, it also helps win over the caller with your thus projected patient demeanor and ensures the caller pays more attention to your voice.
One of the most important responsibilities of physician answering services is providing emotional comfort in addition to the guidance for physical relief and assistance. AnswerPlus answering service operators have been therefore trained not just to be professional, but also to lend comfort which is sometimes as much necessary as a shoulder to cry on. Besides, in the short run this might seem unnecessary, but can yield increased patient loyalty and referrals in the long run.
Stressing upon certain key points
One of the best ways to stress upon key points during non-visual communication is by reiterating them in a certain tone and pitch. Also, this should be done just prior to ending the call as research has proven that key aspects when repeatedly stressed especially prior to ending the call have more chances of being easily recalled and that too with greater accuracy.
The operators have been specifically trained to repeat key information as friendly reminders prior to ending the call. And this has not just addressed the callers need for emotional comfort but has also increased the satisfaction quotient required from these services
Voice inflections for extra emphasis
Other than reiterating the key points, voice inflections can also be made for extra emphasis. This decreases the feeling of “hammering your way through” that might sometimes creep in during repeated stressing of keywords. Voice inflections or modulations have the operator raise his voice slightly to underline particular phrases rather than keywords.
Raising voice to attract attention is a common human tendency and the same is exploited here to grab the caller’s attention to detail. Raising voice also helps remove the monotony and drabness that sometimes creeps into such physician answering services. It is through the use of such basic methods that AnswerPlus answering service has today managed to earn not just the physician’s respect but also the patient’s confidence.
About the author:
Grace is an expert associated with Answer Plus Inc. Contact an answering service specialist at AnswerPlus Inc in Toronto, Ontario, Canada for more information on physician answering services.