All calls are taken and delivered by an operator who can make decisions based on your instructions. Our rigid program of training and on-going quality control procedures assures your calls are always handled with the highest level of professional care. With this service, our friendly operators handle all service calls. We offer three levels of service depending on your budget requirements and needs.
This is our most popular level of service, as it is designed to work with offices of 1-10 on call providers with a simple one or two person on call schedule.
This level of service fits the needs of most clients. With this service, our operators answer with your office/practice name and determine what the caller needs and then dispatches calls to you based on your pre-defined instructions.
When our operators are on the line with other callers, we answer within the fourth ring and with your customized greeting, advising your callers that we will be with them shortly. Our average hold times are very short compared to the industry average. If a caller is placed on hold by your custom greeting, our operator will not place them back on hold again for the remaining duration of the call, unless they need to connect the caller to a provider.
The gold level of service is designed to work with offices of 1-1000 providers who have more complex call schedules or detailed/complex instructions that need to be followed. When our operators are on the line with other callers, we answer within the fourth ring with your customized greeting, advising your callers that we will be with them shortly.
Our average call times are very short compared to the industry average. If the operator places a call on hold by your custom greeting, the operator will not place them back on hold again for the duration of the call except to connect them with a provider.
This platinum level of service is designed to work for hospitals, large medical clinics, and offices that require top priority due to the nature of their practice. All calls are answered within 30 seconds, which is equal to about four rings. Calls are only placed on hold to connect a caller to a provider; otherwise the call is handled from start to finish by the operator who answers the call. We have a special group of operators that only handle Platinum calls, so dispatching is immediate once the call is complete.
Every office is unique and needs vary depending on the number of providers and the type of practice. We avoid offering "cookie cutter" pricing for this reason. You only pay for what you use. Our sales team will customize a plan specifically to meet your requirements and one that will provide you with the most value. We offer 24/7 coverage and there will never be an extra charge for holidays.
Our pre-screen plans are more cost effective for our clients who do not always need an operator to answer their calls and allow our operators to handle the most urgent calls, while still providing your callers with the service they deserve. All calls are answered on the first ring with your personalized greeting, which can include your office hours and any other important information you would like callers to hear.
Depending on your needs and instructions, callers can respond by hanging up or waiting on the line for a Telephone Service Representative. As a special feature, our system allows front-end call screens. This allows us to set up menus for your callers to hear different information or further direct their call.
Each call is answered on the first ring with a personalized recorded greeting. Callers have the option of leaving a voicemail message or pressing zero for an operator. With this feature, your office staff can use a touch-tone phone and MedConnectUSA Auto-Attendant to pre-record a message for non-urgent callers, in their own voice, regarding your office hours, callback instructions and special announcements. Emergency callers can opt to speak to the operator by pressing zero. Using Operator Assist to route after-hours calls allow you to maximize your operator's time and save money.
Because every office is different, our sales department will work with you to customize a service plan that provides you with the most value. All service plans offer 24/7 coverage and no extra charge for holidays.