How many rings does the caller have to sit through before someone will pick up?
After 2 rings, patients are wondering if the office is closed. A real human being should answer your phone by the second ring. If you have messages on voicemail during your work day, it is best to determine why the phone is not being answered.
How does your team answer the office phone?
The best approach is, “Thank you for calling Dr. Brown’s office. This is Amy. How may I direct your call?” This standard greeting gives the caller information and provides immediate assistance to address their specific concern.
At what point do you get the patient’s name and phone number?
As soon as the patient is finished talking (never interrupt), the patient’s name and phone number should be reinforced if they have been given. If they have not, name and number should be requested. Obtaining the patient’s name will often secure a commitment from them if they are uncertain about whether they should schedule an appointment. Also request the patient’s address.
Have you ever said, “Please hold” to a caller?
Never put a caller on-hold without asking for their permission and waiting for their response. “Mrs. Jones, may I put you on hold while I check on that?” How many times have you placed a call to a business and been clicked almost immediately into hold? You cannot even utter a grunt without being cut-off. Putting customers on hold without their consent is rude and inconsiderate.