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  • Dependable Services
    Dependable Services Our experienced and trained operators know exactly how to respond to medically-related calls. That means urgent calls from your patients are handled promptly and efficiently.
  • We will always be there
    We will always be there Disasters, mishaps and other emergencies can threaten any office. MedConnectUSA has implemented disaster recovery solutions, we’ll always be available when our clients need us.
  • Tired of getting let down by an unreliable answering service?
    Tired of getting let down by an unreliable answering service? In your time of need, we wont let you down. Professional, polite, trained operators will be there when you need them 24/7/365.
  • Who is answering your calls?
    Who is answering your calls? Our operations are based in the United States and all our calls remain inside the country. We never send callers to India and other countries.

Blogs

MedConnectUSA is a premier countrywide medical answering and Telephone answering service provider for doctor, physician and health agencies offering answering service.

Recent blog posts

j0402192Handling reception requires lots of multi-tasking—the front desk needs organization, patients in the waiting room need assistance, and the ringing phone can be source of stress. Here are helpful phone answering tips for healthcare receptionists to improve patient care. 

Be prepared and organized

Don’t let the front desk area become a collage of Post-It notes. Organized receptionists can help patients more efficiently and will appear more professional. Create a binder with tabs for referral numbers and scripted responses for frequent questions, categorized alphabetically.

Listen for what patients want

Customers may not always make it immediately clear what help they need, particularly in stressful situations. Asking questions about the services needed can help resolve the call efficiently while leading to happier outcomes for the patient.

Treat patients as respectfully on the phone as in-person

Some people feel tempted to treat phone customers more briskly or nonchalantly than they would in-person. Many patients have urgent questions and cannot come to the office in-person. A positive, respectful attitude on the phone can help reduce stress for everyone in the long run.

Take notes regularly

The receptionist should have a pen and notepad ready whenever answering calls to prevent asking patients to repeat themselves. Also, taking notes while talking with doctors and nurses also helps develop a knowledge base that leads to better customer service over time.

Use technology to make the job easier

Communication tools empower the receptionist to focus on providing great customer service. With a unified communications platform from MedConnectUSA, many calls can be directed to providers as much as possible to alleviate the call load at the front desk. Modern voicemail and messaging services also help streamline communications, allowing the receptionist to focus on helping callers with general questions.

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j0402192Online reviews are essential to how your customers will come to know your brand. Ninety percent of customer buying decisions are influenced by positive online reviews – 86 percent influenced by negative. Since the majority of customers are happy to provide reviews, there’s no need to be wary.

Have reviews rolling in with these 3 simple steps:

  1. Ask.
    If your brand is delivering the best products and services, the biggest obstacle to overcome is not negative reviews – it’s simply getting reviews. Ask your customers for unbiased comments on your product or service via phone, email, website, hand-written transcription, - whatever works for your business. Be certain to give a choice, however. Forcing customers to provide reviews is never a good idea.   
     
  2. Do it promptly.
    Don’t hesitate to ask for reviews. People are more likely to give feedback right away. Request reviews when timing is relevant, immediately following the service or product trial period.
     
  3. Keep it simple.
    Completing a review should be easy, providing direct links and simple instructions. Customers aren’t going to search or go out of their way to leave your company a review.  

Implement these offline methods for online reviews:

  • Print a link on receipts.
    Accompany the link with a message request feedback on the customer’s experience.
     
  • Add a QR code or link to printed materials.
    QR codes and links on business cards, receipts, and more offer quick, easy access to review sites.
     
  • Hang a banner.
    This works well for those with easy-to-remember URLs, such as www.companyname/reviews.
     
  • Advertising.
    Conclude every marketing pitch by asking for reviews and providing the link.

Looking for ways to improve your business? MedConnectUSA can help! Contact us today.

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MP9004491051In the pre-Internet days, publicity about physicians and medical practices was largely word-of-mouth. With the growth of social media, online comments are preserved for a potential audience of millions. It's inevitable that at some point you'll receive a negative review. Do you have a policy established for dealing with these notices?

For better or worse, online reviews are here to stay. Consumers are turning to them more frequently for recommendations. Here are some tips on ways to address and defuse negative online feedback.

  • Many sites such as Yelp allow you to respond to patient comments. Posting a note acknowledging the complaint and expressing your concern will go a long way toward offsetting the negative remarks. It demonstrates a genuine concern for your patients and an interest in providing a satisfactory experience.
     
  • Use the comments as a yardstick to evaluate your practice and find areas that need improvement. You may find that an online poster has a valid complaint alerting you to a problem than may otherwise have gone unnoticed.
     
  • Encourage your satisfied customer to post their own reviews. Negative comments carry less weight when they're outnumbered by positive ones.
     
  • Preventing patient unhappiness is the most effective way to avoid negative reviews in the first place. You should always be evaluating your practice for ways to maximize customer service.

Even when patients are not in your office, they're judging your practice by the way their phone calls are handled. Our professional and efficient operators provide award-winning customer service no matter when your patients call. Visit our website to learn how your practice can benefit from our flexible and cost-effective programs

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MP9004422051When it comes to marketing your practice, getting patients to come through the door is only the beginning. According to consulting firm Bain & Co., only a five percent increase in patient retention can increase your profitability by 75 percent. How do you keep those patients coming back?

Excellent customer service is what will set your practice apart from all others.  Here are some tips to help you improve patient relationships and offer a first-rate experience.

  • Long office waits are so common that they've become a cliche. Streamlining your administrative operations will help you see patients on a more timely basis. However, delays are often unavoidable due to emergencies and other unexpected situations. Prompt and honest communication about wait times will help avoid impatience and frustration for your patients.
     
  • Dealing with health problems can be frightening for just about anyone. A physician who listens to concerns can make the experience less intimidating. Don't let a reliance on technology erode your sense of empathy and supportive "bedside manner".
     
  • The well-being of your patients doesn't end once they walk out the door. They'll become disheartened if they have to jump through hoops to contact you between appointments. Treat them with consideration whether you're dealing with them face-to-face or outside the office.

Don't rely on an impersonal voice mail system to take your patients' calls. They'll feel reassured having a friendly, experienced operator to assist with their concerns. MedConnectUSA has a program to handle your needs whether your office has a staff of one or 1,000. Visit our website to learn how we can help you create an outstanding patient experience.

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achevementWe’re bursting with pride and for good reason. For an unprecedented ninth consecutive year, MedConnectUSA has been selected a winner of the telecommunications industry’s highest award for superior achievement in customer service. Presented at the annual convention of the Association of TeleServices International (ATSI), the ATSI 2014 Award of Excellence recognizes the achievement of exemplary customer service by call center services and telecommunications providers in North America and the United Kingdom.

Exemplary Customer Service

For nearly a decade, MedConnectUSA has been a call center leader, proudly providing our customers with exceptional telephone answering and message delivery services from our medical call center facilities located right here in the continental United States. Our selection as an ATSI Award of Excellence recipient for nine consecutive years earned us the exclusive Sapphire Award this year and places MedConnectUSA among North America’s most elite and highly respected call center and telecommunication service providers.

Judging Criteria

Award candidates are judged on courtesy, response time, accuracy and overall client service by a panel of independent judges over a six-month period. ATSI’s coveted Award of Excellence is presented only to companies that score 80% or better in all four categories.

“The ATSI Award of Excellence is the most prestigious recognition of exemplary customer service in our industry,” ATSI President Sharon Campbell said in announcing this year’s winners. “Award recipients demonstrated the highest level of service throughout every aspect of a caller’s experience – exceeding the award’s rigorous criteria and customer service standards. It’s quite an honor.”

We agree and congratulate our entire staff on a job well done. For reliable professional medical call answering and award winning customer service, contact MedConnectUSA today.

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News Flash

  • 2014 AWARD OF EXCELLENCE

    Outstanding Service Earns National Award

    Read More

  • 2013 AWARD OF EXCELLENCE

    MedConnectUSA has been honored with the exclusive ATSI 2013 Award of Excellence for the eighth consecutive year.This award is presented annually by the Association of TeleServices International (ATSI), the industry’s trade association for providers of telecommunications and call center...

    Read More

  • Assisting Hurricane Sandy "frankenstorm" Victims

    October 28, 2012

    Hurricane Sandy has been called “superstorm” and “frankenstorm” as most of the Eastern United States get hit this week.  Many have said this is the largest storm to hit the United States since weather has...

    Read More

  • 2012 AWARD OF EXCELLENCE

    MedConnectUSA has been honored with the exclusive ATSI 2012 Award of Excellence for the seventh consecutive year.This award is presented annually by the Association of TeleServices International (ATSI), the industry’s trade association for providers of telecommunications and call center...

    Read More

  • HIPAA Secure Message App

    MedConnectUSA is proud to announce that our Secure Messaging App for Iphone, Ipad, Blackberry, and Android smart phones has been released for use to all of our clients.

    With our secure messaging app providers can be confident that...

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  • 2011 AWARD OF EXCELLENCE

    MedConnectUSA has been honored with the exclusive ATSI 2011 Award of Excellence for the sixth consecutive year.Thisaward is presented annually by the Association of TeleServices International (ATSI), the industry’s trade association for providers of telecommunications and call center services...

    Read More

  • Answering Service Year in Review

    We at MedConnectUSA continue to adapt and overcome obstacles in order to serve our clients and their patients better.   This has been a very tough year for many of us and the medical answering service business has been hit hard as well.   All of...

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  • Bracing for Hurricane Irene

    In August 2011 many residents and businesses on the east coast including Florida, North Carolina, Virginia, New York,  New Jersey, and many other areas were notified to prepare for the worst and hope for the best as Hurricane Irene slammed into the area.  Because hundreds of MedConenctUSA...

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  • Assisting Blizzard Victims

    In February 2010 30” of snow hits the east coast and shuts down many offices.   According to the newspapers it is the worst storm since 1922 and before that 1772!   Many areas of the East Coast that were hit by this blizzard were left without power and phone...

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  • Assisting Fire Victims

    Wild fires in San Diego County California in 2003 and again in 2007 displaced people and shut down medical services for thousands.   Because of MedConnectUSA’s disaster plan and redundant systems none of our clients were affected by the wild fires and we were able to continue to provide...

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  • Keeping Flood Victims in Operation

    In May 2010 there was a devastating flood that killed 21 people in Nashville Tennessee, Mississippi, and Kentucky.  There were many medical offices that were affected and forced to shut down due to the flooding for more than 2 months. 

    To help our clients who were affected by the...

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  • Client Testimonial-Crisis Line

    MedConnectUSA has provided answering services to our office for more than 10 years.   Our center runs a crisis line for mentally ill patients who have nowhere else to turn.   Before MedConnectUSA we changed answering services every 6-8 months because no other answering service understood the...

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  • Client Testimonial-OB/GYN

    Our practice is part of a 12 office system catering to OB/GYN patients.  We made the choice to move our answering service needs to MedConnectUSA because of their professionalism, track record of reliability, and knowledge of HIPAA guidelines.    Whenever there...

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  • Client Testimonial-Surgery

    I manage a surgery practice with 4 surgeon’s which is very challenging at times.   By using MedConnectUSA  as our answering service much of the day to day pressure of handling our after-hours calls has been taken off of me to allow me to handle other pressing...

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  • Client Testimonial-Internal Medicine

    We are extremely satisfied with the services provided by MedConnectUSA to both our office and patients.  Prior to using MedConnectUSA, we relied solely on an automated phone attendant to handle our messaging and paging.  Though this system was generally reliable,...

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  • 2010 AWARD OF EXCELLENCE

    Outstanding Service Earns National Award

    MedConnectUSA has been honored with the exclusive 2010 Award of Excellence for the fifth consecutive year. The award is presented annually by the Association of TeleServices International (ATSI), the industry's trade association for providers of...

    Read More

  • Client Testimonial-Pediatric

    We are a large pediatric practice with several physicians that has utilized MedConnectUSA’s services for more than 7 years.  During this time, we have had no complaints from our patients regarding the answering service and in fact many patients tell us how happy they are when they need to...

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