Our Call Center is manned by mature, highly paid women who are extremely knowledgeable and experienced. This Call Center is right here in Texas with us, not contracted out to people in a foreign country. All are native English-speaking and we can handle Spanish-speaking clients as well. They are all HIPPA-trained and certified. We currently service specialty medical clinics, largely Functional Medicine clinics and Brain Treatment Centers, throughout the U.S.
We are a small company, attempting to offer a highly customized, and very high-quality service to our clients. Our Call Center personnel go through an extensive call center/booking training program and are then closely supervised, and then mentored until they are truly proficient.
We learn all of the many details about the protocols, fees, services, providers, schedules, and EMR systems for the clinics we work with and well document this information for our Call Center staff to use. If something comes up in a call that we do not know the answer to, we find out from the clinic and get back to the person. All calls are handled in a highly professional manner.
For seven years now we have been successfully booking for functional medicine clinics. We are set up in the EMR system for each clinic we work with and are able to set up charts and book patients with ease.
Our HIPAA-trained Call Center personnel answer every call and follow up on all leads with calls and emails. Every call is tracked through our call tracking and recording system, which is fully encrypted and HIPAA compliant. Our Call Center offers:
- Full-time coverage of phones to ensure that calls are answered and rarely missed.
- Calls are given complete dedication and never rushed, put on hold, or interrupted.
- Each inquirer is given as much time as needed to get their questions answered and to be fully informed of the processes, fees, lack of insurance benefits, etc.
- We also provide a considerable amount of salesmanship to skillfully guide the inquiring person into seeing the potential value of service and close them on starting services.
- There is detailed tracking of every lead that comes in with follow-up through emails and calls until each lead is either booked or retired.
- We handle coverage for sick days or time off to ensure phones are always fully covered.
If our Call Center personnel are unable to book an inquiry, the person goes into our follow-up tracking system with the information about their concerns. We then follow up with appropriate emails and calls until the lead is either booked or gracefully retired. If a person makes it clear they do not want to move forward, we retire them immediately. None of this is automated. We perform very customized/tailored follow-up.
We run a very caring and elegant system that leaves prospective new patients feeling they have encountered someone special. And we always have at multiple people trained for your clinic so we can catch every call as it comes in.
For seven years now we have been successfully booking for these clinics, in higher numbers than they had ever experienced before.
Most Call Center services offered by any other company rarely offer services in the medical field due to complications with EMRs and HIPAA restrictions. Our Call Center personnel represent themselves as being a part of your clinic which ensures confidence in the person calling (versus them getting someone from another country or something like an answering service).
For the types of treatment that you offer, instilling confidence for the caller is a huge selling point and there are no “hold” times. Your caller gets immediate access to a real person who takes all the time needed to help them.
Our women are far more extensively trained to know a tremendous amount about your services. They also book right into your EMR and do all of the needed coordination with your clinic to ensure the patient and the clinic are fully informed and have a good experience.
Pricing:
As far as our pricing structure, we base our pricing largely on how much time our Call Center personnel spend on your clinic; either on the phone handling incoming calls, making outgoing calls, or sending emails, or logging a new patient and their appointment into your EMR. We will give you full coverage answering calls Monday through Friday, 9 am – 5 pm. You never have to worry about coverage for sick days, vacations, or time off of any employee, we have it covered.
We start by estimating how much time will be spent for your clinic per month. Over the first several months we will adjust fees accordingly. The starting fee you are quoted is an estimate.
Every several months we will do a review of the amount of time being spent on each clients’ services. Based on this we may propose a lowering or increase of monthly fees. We will always work with you and negotiate to accomplish fair pricing.