All medical offices and clinics have the unfortunate experience of dealing with an overwhelming number of voicemails. Managing the information can be challenging. By setting up a more thorough voicemail greeting, you can smartly route your calls and cut down on voicemail pile up.
Over the last 60+ years, Dexcomm has assisted many medical offices with voicemail setup. Here are four easy steps that we recommend to set up yours:
1) Create a list of call types coming into your office.
To best assist your callers and effectively route their calls, you will need to classify your call types.
2) Determine how you want to route your calls.This will depend on your budget and office size.
- If you have a very small staff, then setting up a standard voicemail greeting system may be a more practical approach.
- For a larger health organization with multiple departments, it makes more sense to route calls to their intended destinations by using an auto attendant. For example, “If you have a question about billing, press 1. If you’d like to schedule an appointment, press 2. If this is a medical emergency, press 0 for an operator.”
3) Draft a script.
Your voicemail greeting should include basic information such as your hours of operation and location. This will help you to screen out calls during office hours, and also unnecessary voicemail inquiries.
Instruct the callers what topics you want them to leave voicemails for, and what topics you want them to call back for during office hours.
Many callers will be respectful of your wishes and follow your directives. This is extremely vital for reducing your voicemail volume.
Ask the caller for specific information when leaving a voicemail.
By asking for information such as full patient name, date of birth, and phone number, you can increase your chances of being able to successfully return a call, even if the message is difficult to decipher.
State your return call policy for voicemail response.
By giving callers an estimate of when they can expect a return call from someone in your office, you can eliminate multiple phone calls from the caller, as well as reducing work for your staff members.
4) Set up your voicemail.
When recording your voicemail, adjust your script as needed to sound personable.
You message should convey the same courtesy to your callers as a person would who is speaking to someone in your office. Saying things like "thank you for calling" and "have a nice day", in addition to watching your tone of voice, will help you to represent your office in a compassionate and professional manner.
Your voicemail system should be easy to customize.
You want to be able to easily access and change your greeting for holidays or emergencies. Ease of set-up and modification is vital to customizing and streamlining calls on an as-needed basis.
As with all other operational endeavors, your ultimate goal in carrying out this task should be to support and assist your customers in a positive and meaningful way.
If you keep this, along with the other 4 tips that we recommend above in mind, you should be able to successfully create a voicemail greeting that will help you keep things moving smoothly 24 hours a day, 7 days a week.
Interested in a free sample script? Get it here!
Should you need any further assistance with after hour patient services, please do not hesitate to contact us.
Dexcomm is a Louisiana-based corporation that provides answering services to businesses and service agencies across the United States. We have been open since 1954, employ a staff of nearly 100 people, and our average client retention rate is 10+ years.