How outsourced communications can lighten the IT load

Odd times call for tactical measures. 

We know that IT teams within the private care sector are being tasked with implementing long-term solutions in a bid to enable employees to tackle the unprecedented demand as a result of the pandemic. Often this is following a shortage in resources and the pain of makeshift solutions used quickly in the initial panic of lockdown.

Here, we give solutions to help smooth out the jarring issues that many private healthcare businesses are facing with their communications right now.

Give the impression of a well-connected business…

…by being a well-connected business.

With reception and admin teams operating with less resource to hand, and more appointments and consultations happening over the phone or online, patients and staff need more than ever to feel connected and listened to.

With fewer resource, many private healthcare businesses are struggling to deal with the increase in demand. We hear every week of patients calling a main number and being kept on hold for too long, cut off unexpectedly, or being unable to speak to a human.

We’ve helped scores of IT teams with this issue for the past several months. For top private healthcare businesses, patient service is paramount. An outsourced switchboard means patients’ calls are always answered professionally and transferred seamlessly.

If the patient is unable to speak with a healthcare professional at that time, a message is taken and emailed over by the outsourced receptionist. It gives patients the impression of a business that is operationally sound, competent, and forward-thinking. As Kayley Rooney, Practice Manager for Evo Dental, explains:

“We’re a busy dental practice, so we’d already chosen to outsource our calls to support our in-house team. We were using another answering service but calls were often missed or transferred to the wrong department and messages contained incorrect patient details. By chance, we heard about Moneypenny on the television and decided to take a trial.

Their efficiency and attention to detail are second to none.

“Moneypenny answers our calls 24 hours a day. With the support of Tomas, our dedicated Moneypenny Receptionist, we’re confident that no matter what time our patients call they always receive great customer service. Their efficiency and attention to detail are second to none. Calls are always directed to the correct person and messages are always detailed.”

Keep call answering figures high…

…and keep costs at a minimum.

Some private healthcare businesses know exactly how many calls they receive a day. Most don’t. And almost all have no idea the number of calls that are missed. The truth is, you miss far more than you realise.

That risk is even higher right now, as teams are faced with an increasingly high number of enquiries as patients seek more reassurance in the uncertain climate. Many businesses aren’t properly equipped to handle them. This is where an outsourced switchboard can help strengthen and support your current provision, and it isn’t as expensive as you’d think.

Your current call handling team answers calls during office hours whenever they can, and the outsourced switchboard team steps in during those busy peaks, evenings and weekends. This keeps your overheads down, whilst ensuring every single call is answered. Dr. Ali Hamaad, Consultant Cardiologist at Birmingham Cardiology, explains:

“Being based at two private hospitals meant I had no idea exactly how many calls the practice was receiving. With no direct number, callers found themselves talking to the hospital switchboards rather than the practice itself. I decided to contact Moneypenny for a consultation.

I’m so impressed there’s a dedicated healthcare team at Moneypenny.

“Now, all calls go straight to Joanne, my Moneypenny Receptionist. It’s incredible and far beyond my expectations. My patient bookings have doubled! The service really complements my practice’s values: being approachable and putting patients at ease increases the chances of them booking. I’m so impressed there’s a dedicated healthcare team at Moneypenny.”

Make it easy for staff to make & receive calls…

…without investing in additional phones. 

With some admin staff working remotely and needing to make and receive calls easily, IT teams are being asked to facilitate these needs. Easier said than done.

At Moneypenny, we’ve created a system to bridge the gap of homeworkers with office-level phone requirements. The – free to download – Moneypenny app turns staff mobiles into a small business phone system. It gives the user the ability to make outbound calls from your main number. This helps your business show a professional front – even when you’re away from the office.

We’ve worked to make using it as easy as possible. It empowers your staff to update their Moneypenny Receptionist with their whereabouts as they move between their home and the office, all with the touch of a button. Additionally, it provides access to the user’s full call history – helpful for busy staff – and supports your BYOD policy.

Boost your Microsoft Teams capabilities…

…by integrating Teams into your telephonics. 

The use of Microsoft Teams has rocketed since lockdown was announced in March, with the use of video calls growing 1,000%.  Many private healthcare businesses have taken up the platform to connect with team members working from home and also to facilitate consultations from a distance.

Moneypenny has made it even easier for staff to take calls while using the service with our Teams integration. We are able to read your Teams status and your Moneypenny Receptionist will know whether to transfer a call if you’re available, or take a message if you’re busy.

We can also transfer your calls to the Teams platform rather than your mobile or landline if you’d prefer, saving you having to juggle many lines and phones.

Discover how our dedicated healthcare team can help you streamline your client communications with our 24/7 support and Outsourced Switchboard service,  call us today on 0333 009 8329.