Informer Messages on Hold: Telephone tips for Medical Practices in New York help patients feel better

Simple Telephone Tips for Medical Practices can help you to help patients better every day. That’s important, because your first contact with a patient in New York (or potential patient) is by telephone. What do your patients think when they call you?

Telephone Tips for Medical Practices that always work.

Your practice is busy. And at times calls come in too rapidly to handle. But it takes very little effort to make your patient feel that they’re receiving personal attention. Here are 4.5 tips that you can use:

Smile. It’s true that people can “hear your smile” over the phone. My first boss had three busy representatives answering phones, and he put a mirror in front of each so they could see when they were smiling. It’s a good habit that’s easy to start. Even if you’re not in a great mood, research shows that you’ll actually feel better if you smile.
Answer the phone with a “standard” greeting that lets callers know that they’ve reached the right place. If there are multiple providers in your office, reciting multiple names can be too time consuming. But simply answer “Doctor’s Office” fails to provide enough information. Find the brief way to answer the phone that helps your caller.
Take your time: even if you’re rushed, take that one extra moment so you don’t sound rushed. You’ll speak more clearly (eliminating having to spend even more time repeating yourself) and help your caller more completely.
Don’t be distracted: don’t answer the phone while talking to a co-worker, or doing something else. Don’t let yourself be too informal: say “yes” and “no” instead of “yeah” or “nah.” Avoid “no problem” or “no worries.” Try substituting “Thank you.”
Listen to your caller: you’ve heard it all before…many times. But each patient is unique, and you’ll save time and help them better when you listen to them. They may not be saying what everyone else does. Listening closely can help you avoid misunderstandings and problems later.

4.5 Sometimes callers are placed on hold. Before you do, get their consent. “May I place you on hold while I find
out?” In fact AT&T research shows that 69% of telephone callers to medical practices are placed on hold. So
be prepared: helpful, informative “messages on hold” can make time spent waiting…

seem shorter
less annoying
a way to educate callers about your practice and how you can help them best
But don’t leave a caller on hold too long. Most phones “beep” after a minute to remind you. Don’t leave a caller waiting on hold for more than 2 minutes without checking on them, and asking if they’d prefer a call back.

Simple Steps Make Difference

You can make callers feel more welcome, and have more confidence in your practice with these simple steps.

You can sound more professional and give callers information that they want and that you want them to have with Informer Messages on hold. Click here to learn how they’ve worked for other medical practices, and can work for yours.
Or call us for a Free 15-minute consult about using Informer Messages at your practice: in New York City call (212) 355-6980. Throughout New York State and nationwide call (800) 862-8896. Call us, before your phone rings again.