Remote Medical Receptionists: Your Top 12 Questions, Answered

Need help to steer your clinic or hospital toward profitability while constantly putting out fires? Remote receptionists specializing in Epic® EMR are one of the ways to get back on the right track. If you're unfamiliar with this concept, you can learn more from our resources. But if you've already heard about remote medical receptionists and have some lingering questions before taking the plunge, we've got you covered. 

Check out our cheat sheet addressing 12 detailed questions about patient scheduling specialists to help you make an informed decision.

1. How does the remote medical receptionist service integrate with our existing Epic® EHR system?

The remote medical receptionists are a direct extension of your team. With access to the Epic® EHR system, they work within the same Epic® database that your doctors and administrative personnel use daily. When a patient calls your hospital, the call is redirected to one of our receptionists, who verifies the patient's information and insurance. Then, they coordinate appointments based on the availability of your doctors and update patient records accordingly.

Despite working remotely, our patient scheduling assistants operate with the same dedication and efficiency as if they were in your office. Patients can trust that they're in capable hands, receiving the same level of care and attention to detail they'd expect from your onsite team. It's all about ensuring patients feel comfortable and secure when engaging with your services, no matter where the interaction occurs.

2. Can you provide details on the training and qualifications of the remote medical receptionists handling patient interactions?

All of our receptionists have a minimum of two years of scheduling experience in the medical field. But we don't stop there – we ensure they stay at the top of their game through an extensive preparation program. From mastering medical terminology and HIPAA Compliance training to honing their customer service skills, our receptionists get ready to maintain your clinic’s documentation, handle insurance claims, and precisely assist your patients' questions.

They're more than just appointment handlers – they're compassionate allies for patients, providing empathetic support while upholding the highest standards of professionalism and accuracy.

3. Are your remote medical receptionists HIPAA compliant?

HIPAA compliance is non-negotiable in the healthcare industry, and we take it very seriously. Our remote medical receptionists are well-versed in HIPAA regulations and undergo regular training to stay up-to-date with any changes. You can trust us to handle patient information with the utmost care and confidentiality.

But don't just take our word for it – our commitment to compliance is backed by VanRein Compliance, a trusted consultancy renowned for its healthcare compliance and data security expertise. With their stamp of approval, you can have complete confidence in the confidentiality and integrity of our services.

4. Can remote medical receptionists assist with patient scheduling appointments and managing patient calendars within the Epic® EHR system?

Our remote medical receptionists are experts at appointment scheduling and calendar management within Epic® EHR. They coordinate appointments with your doctors, manage patients' requests, and send reminders to ensure patients don't miss their appointments.

Additionally, we offer the flexibility to match you with professionals who speak various languages, including Spanish, Korean, Polish, and more, to cater to the diverse needs of your patient population. Our scheduling experts go above and beyond by assisting patients in setting up their MyChart accounts, enabling them to expedite the appointment scheduling process, book e-visits, request prescription refills, and quickly locate emergency rooms.

5. How does the billing and invoicing process for the remote patient receptionist service work?

Our billing system operates on a straightforward hourly rate model tailored to our clients' needs. If you opt for the service of two receptionists, each working a standard 40-hour week, you'll be invoiced for 80 hours of work. This rate covers all expenses, including supervisors, managers, IT support, and employee benefits like taxes, vacation pay, health insurance, and 401(k).

Invoices are generated monthly, with billing cycles culminating on the 19th of each month.

6. What level of customization is available for call handling protocols and patient interaction scripts?

We understand that every clinic or hospital has a unique culture and way of doing things. That’s why, before taking live calls, we learn everything about your daily practice.

Following our initial introduction call, we send a questionnaire that covers everything from your typical daily routines to the intricacies of your appointment scheduling and Epic® patient details. Equipped with this valuable information, we meticulously craft custom AI training materials and guidelines for your patient scheduling receptionists.

7. Can remote receptionists assist with insurance verification and pre-authorization processes within the Epic® EHR system?

Our remote receptionists ensure all insurance operations go smoothly for your medical staff and patients.

When a patient contacts you for appointment registration, we use your medical facility's Epic® login credentials to access the system. Our first step is to verify the patient's insurance coverage and benefits. Using the Epic® EHR, we check their insurance status to ensure it's active and valid. If the insurance coverage isn't supported within Epic® EMR, no worries – we'll seamlessly navigate third-party insurance websites to complete the verification process. Once we verify the insurance details, we update the patient's chart in the Epic® system and schedule the appointment.

8. How does the onboarding process for remote medical receptionists typically unfold, and how long does it take?

The onboarding process begins with receptionist training, diving deep into your workflows and procedures, and gathering all necessary login credentials to ensure smooth system access. Together, we choose the ideal go-live date, typically spanning around four weeks for thorough preparation and coordination.

After launching the project, we establish communication touchpoints to monitor performance, gather patient feedback, and discuss necessary adjustments. Initially, we engage in daily checkups to closely track the progress, gradually transitioning to 2-3 times a week and eventually settling into a once-weekly cadence after 2-3 months. This ongoing support ensures alignment with your needs and workflow changes to effectively assist your medical staff, take care of your scheduling system, and elevate your patients' customer service experiences.

9. Are there any contractual commitments or minimum terms we need to know before signing up for the service?

Yes, our service requires a minimum commitment of six months. This duration is necessary because we hire individuals specifically for your practice, ensuring dedicated and tailored support. While this requirement is shorter than the annual or longer contracts usually mandate, it allows us to provide the personalized service and expertise your practice deserves.

10. Are there any additional fees or charges beyond the base service cost that we should be aware of?

There are no additional fees or charges beyond the base service cost. All rates include other applicable fees, ensuring transparency and simplicity in our billing process.

11. How flexible is the contract regarding adjusting service levels or adding/removing features as our needs evolve?

We stay in touch with your office even after the post-launch support period. Whenever your staffing needs change, we offer the flexibility of extending or reducing your remote medical receptionist team.

Before introducing new specialists to work with your patients, they undergo rigorous training tailored to your facility's unique workflow, patient scheduling system, and Epic® EHR database. This ensures every team member has the knowledge and skills to integrate into your operations and provide exceptional service seamlessly.

12. What's the first step I need to make to engage your remote medical receptionists?

The first step is simple – reach out to us!

Whether you prefer to give us a call or fill out a contact form on our website, we're here to start the conversation. Assess your current staffing situation and write down everything you want to improve within your patient scheduling system.

We'll take the time to understand your needs and challenges and then work with you to develop a customized solution that meets your goals.

Solve Your Patient Scheduling Problems with Remote Medical Receptionist Team

Have you got more questions about our services? ➡️ Schedule a quick call with Abram to get answers. He'll be happy to address any further queries or concerns you may have. We're here to help you make the best decision for your clinic or hospital.