Most medical offices have had 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.
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.