Practice Manager, Liliana Gomez-Olivera, speaks to improved in-office experience with the help of outsourced call management support for their team.
“We were having a hard time managing extremely high call volumes while still
maintaining a positive patient experience. In healthcare, missed calls can directly impact patient care, scheduling and overall satisfaction. Before Moneypenny, we managed calls entirely in-house through our front desk and telephone operators, but we needed additional support that could cope with demand without compromising professionalism or empathy.”
"It was important that patients felt they were speaking with someone who was genuinely part of our team. We wanted a service that was professional, polished and familiar with the healthcare environment, while giving us the flexibility to support busy periods."
"Moneypenny quickly became an extension of our practice, handling after-hours and overflow calls, routing urgent messages appropriately and supporting our front office whenever call volumes increased."
"Overall, Moneypenny has significantly improved operational efficiency and helped us maintain a better patient experience during busy periods. We've reduced abandoned calls, improved responsiveness and created a more manageable workflow for our staff. One unexpected benefit has been the reduction in stress and workload on our in-house team, allowing them to focus on higher-priority operational tasks while every patient call continues to be handled professionally."
Call management and outbound calling support
Liliana Gomez-Olivera
Practice Manager
“
Moneypenny has significantly helped us improve operational efficiency.
In exactly the same way as we do for thousands of clients - including leading law firms, realtors and home services - we’ll make sure you quickly come to see us as the safest and strongest home for all of your customer conversations.
