Medical Office Solutions
Keener Communications, Richmond’s premier answering service is hosted in our data center. Many telephone system providers can only forward to the answering service. Our close partnership with Keener allows us to tightly integrate daytime overflow and after hours live answer into a telephone system solution to even allow two-way flow of calls. Extend your staffing with a well-integrated answering service.
After Hours On Call
Pediatric Associates worked with us to create a custom on call program fine-tuned to the doctors needs. Change the on-call doctor by a simple button press on a phone or, if desired, it can be maintained on a web site. We will ring a cell phone and confirm delivery or escalate onto the next doctor or nurse. Our systems provide complete audit logs of all on call notifications. On call response will be more enjoyable for your staff when the patient experience is always a fast physician call-back.
At Home Care has several offices throughout Virginia. All offices have our hosted telephone system that tie back to our data center. Calls to any office ring to a centralized reception queue based in Richmond. Two people answering calls in a common queue handle as many calls as 5 individuals spread across 5 offices. Save on staffing cost. This feature has a proven return on investment for practices with two or more locations.
Blue = call holding over 4 minutes
Red = 9 calls in queue
Yellow = 6 calls in queue
Green = 3 calls in queue
No lights = no calls in queue. Agents could be on the phone but nothing is waiting.
Call queues even out call volumes and reduces stress on your staff.
Call Center Reports
Paredes Institute for Women’s Imaging purchased from us a Panasonic KX-NS700 PBX with Panasonic’s ACD reporting package. The call center stats interface is pictured to the left. This a powerful yet low-cost reporting package. It shows the essential call center items of:
- Calls in queue
- Longest holding call
- Agent status
As stated, you simply can’t manage what you can’t measure. Other more detailed reports show the top 3 call center reports managers want:
- Call abandonment rate. An abandoned call is a call that hung-up while not taking to a human. (on hold, ringing, in que)
- Agent performance. The best way to manage employees is to measure them “against” each other doing the same job.
- Call volumes by 1 hour segments and day. Example, Tuesday 10am-11am. Used to right size staff your call center.
Call center reports allow the manager to objectively evaluate staff performance without the drama of subjective analysis.
Nurse Call Systems and Call Boxes
Quantico Marine Base and other military bases on the east coast use our nurse call system to summon help. A press of a button triggers these actions:
- Signals a light above the exam room
- Rings a phone at reception
- Alerts the Quarterdeck in another location.
These systems can be integrated into your office telephone system for a unified communications and alerting solution that increases staff efficiency.
Labline Lab Results
We also produced a PSA results line for Virginia Urology Center that retrieved data from the medical database.
Outbound Appointment Confirm
We have a large health agency that loads the weekly appointments into our system. It calls and confirms the appointment or, if the appointment must be rescheduled, transfers the patient to the scheduling desk for appointment update. – Your salaries are constant, so should be your appointment revenue.
HIPAA Compliant Faxing
Virginia Endocrinology & Osteoporosis Center and Credential America process 1000’s of faxes each day through our data center. We can deliver faxes with full HIPAA compliance via several transport methods:
- Fax to email as a PDF.
- Secure email.
- File transfer direct to a local share on your network.
- Fax over IP to an on-premise device. Your plain paper fax machine plugs into this.
- Fax to web site for download.
Our fax solutions deliver more faxes with a lower error rate, and provide the ability to trace faxes back to the sender. This is where we find the problem with failed faxes!