Epic® EHR Medical Answering Services: Your Next Patient Retention Strategy

According to 2023’s Harris Poll, nearly three in four Americans admit that the US healthcare system has failed them somehow. That’s over 244 million patients disenchanted by what hospitals and medical practices offer. 25% of them say it takes too long to get an appointment, which makes them skip doctor’s visits. And this comes in the landscape where patient satisfaction and loyalty are central to the success of hospitals and medical practices. 

Implementing leading Electronic Health Records (EHR) systems like Epic® is one of the patient retention strategies aimed at streamlining care and helping patients overcome the hurdles to doctor’s appointments.

However, staying abreast of frequent software updates, cybersecurity measures, compliance standards (such as HIPAA), and best practices to safeguard patient data requires skilled individuals to handle healthcare software platforms. Epic® EHR medical answering services are a solution. How can they elevate the patient experience and foster lasting loyalty? Let’s uncover.

Streamlining Access to Information: A Game-Changer for Patients

Epic® EHR medical answering services provide patients with seamless access to their health information while maintaining high-touch care. Traditionally, patients faced challenges obtaining test results, appointment schedules, and other critical details.

Medical answering services professionals trained in Epic® EHR address the crucial issues of missed calls and facilitate immediate appointment scheduling. Patients value responsiveness, and by ensuring that every call is answered within the guaranteed SLA times, even in the case of overflow, these agents contribute significantly to an enhanced patient experience. 

Upon answering a call, Epic® EHR medical answering agents, well-versed in the electronic health record system's intricacies, handle appointment requests right away. This swift and seamless process promptly addresses patient needs while keeping the facility records updated. The combination of eliminating missed calls and providing immediate support in scheduling appointments establishes a foundation for a patient-centered approach, reinforcing the bond between you and your patients and providing transparency in health records.

In a world where 60% of US patients assess healthcare services as ‘C’ or lower, patient retention strategies are paramount to your medical facility’s success.

Replacing Automation Inefficiencies With High-Touch Care 

Despite technology being everywhere, most people prefer talking to a human voice rather than an unhelpful dead-end machine that might not work. According to a report by PwC, 71% of Americans would rather interact with a human customer service representative than with an automated answering machine or chatbot.

Automated answering services and voicemails have an advantage: they are cheap. However, would you like your patients to think cheap when calling your practice? Besides, automated solutions can only answer a set of predefined questions and do not prevent patients from paging the o/c physician for routine matters that should be directed toward the practice's office staff.

In stark contrast, medical answering services serve as a vigilant gatekeeper, creating a vital link between the patient and the on-call physician. This distinction becomes particularly significant when dealing with intricate inquiries, as these services excel in navigating complex questions to ascertain the appropriate department for addressing the call.

Resolving Healthcare HR and Recruitment Issues

Recruiting and retaining qualified staff in healthcare is an ongoing challenge, particularly for front-desk positions that require specific skills and domain knowledge. External Epic® EHR medical answering services provide a solution by offering a pool of trained professionals who specialize in using Epic® EHR systems. This ensures that the calls are handled effectively and eliminates the need for the healthcare organization to continually recruit, train, and retain in-house staff for this specific function.

Moreover, engaging medical answering agents skilled at handling Epic® EHR alleviates the burden on the front desk staff. Front-desk personnel in healthcare facilities are often overwhelmed with many responsibilities, including appointment scheduling, check-ins, and administrative tasks.

By handling routine inquiries, appointment confirmations, and general information requests, external medical answering professionals trained in Epic® EHR allow front-desk staff to focus on more complex tasks, improving efficiency, reducing the risk of burnout, and contributing to patient retention and satisfaction at the same time.

The Mutual Gains of Epic® EHR Medical Answering Services

Your patients not only desire but expect the convenience of relaying all pertinent information in a single call, coupled with the assurance of accurate answers. Failing to meet these expectations can devastate your business: a lack of a personalized approach drives 33% of customers to sever ties with their healthcare provider.

To counter that nefarious trend, consider implementing Epic® EHR medical answering services. It represents a transformative step in enhancing patient loyalty for hospitals and medical practices. The benefits are clear from the patient's perspective – a more connected, efficient, and personalized healthcare experience.

As patients increasingly seek healthcare providers who prioritize their needs and preferences, those leveraging Epic® EHR answering services are poised to meet and exceed patient expectations, ultimately securing loyalty in an ever-competitive healthcare landscape.

Ready to make Epic® medical answering services part of your patient retention strategy? ➡️ Call us now or leave us a message to get back to you.