Make a Good Impression When Patients Call

Jul 28, 2021

Sometimes patient calls go by smoothly during your shift, and sometimes they don’t.


When you have an irate patient on the other line, you find yourself tip-toeing through the conversation, hoping you don’t make things worse!


Do these lines sound familiar?


Good morning! Thank you for calling Dr. A’s clinic. This is Suzanne speaking. How can I help?

I’m sorry about that, sir. Let me pull up your chart to look into it. May I have your date of birth, please?

Got it. May I have your first and last name, please?

Sorry, can you spell that for me, please?

Hmmm, I can’t seem to find your chart. Did I get your name right? Is it…

Can you spell out your last name again, please?

Uhm, can I put you on hold for a moment so I can look for your chart?


Suzanne has gone over that script countless times in her years as an office manager, and it was not fun.


Perhaps you know exactly what it’s like struggling to pull up a chart while on the phone with a patient.


Thankfully, Suzanne doesn’t have to deal with that anymore, and you don’t either! Fully integrating our cloud-based phone

system in your IMS can do all the work for you.



When a patient calls using a known number, you can access their patient records in IMS with just a click of a button—no more searching, no more opening new screens.


IMS scans the phone number of the inbound call, matches it with contact information in your database, and pulls up the Call Information window, so you have everything ready even before you say good morning!


With the Call Information window open, you can quickly access what you need without having to hop from one screen to the next: 

  • Verify the caller
  • Schedule appointments 
  • Look for authorizations
  • Refer patient statements
  • Review labs
  • Check prescriptions
  • Take notes
  • Add reminders
  • Record a message
  • Assign tasks
  • Access many more screens


If you’re looking to get smoother patient calls and give incredible customer experience, an IMS-integrated phone system can make that happen.



Optimize your workflow with cloud technology.

We’ll show you how.


LET'S GET ON A CALL

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