5 Reasons for Hospitals to Use Answering Scripts
1. Scripts Reduce Errors
Scripting removes the guesswork by providing medical receptionists with the correct answers to caller questions. Scripting ensures that the correct patient data is collected, giving the caller the most updated information and taking the proper action at the end of the call. Accurate scripting can also shield your medical practice from unnecessary legal action since it is built-in form of constant documentation.
For example, a large hospital can implement scripting to manage the average 92,000 calls they may receive annually. The administrative staff supports multiple departments and units, so their scripting needs can be highly complex. However, unit secretaries, patient coordinators, or charge nurses with limited administrative experience can quickly build customized scripts for any call or unit. With approved messaging and prompts, hospitals can rest assured knowing that their staff can handle even the most challenging patient calls.
2. Answering Scripts Increase Productivity
Hospitals typically receive hundreds of calls each day. Instead of putting the caller on hold and searching for answers, hospitals whose staff use scripting can find the information they need in just a few clicks. Therefore, proper scripting can resolve many calls within a few minutes. Scripts help ensure each medical receptionist gets the correct data from the caller, reducing return calls to request more information or correct incorrect information previously provided.
3. Scripts Decrease Training Time
Training new patient support staff is far less complicated when proper scripts are in place. The system easily guides agents through each call and provides them with a custom script with the exact information they need at the time they need it. If there is a change in patient or visitor policies, the updates can easily be made to the script. Receptionists won’t risk forgetting the latest information when communicating with patients because the scripts will consistently be updated across the team.
4. Answering Scripts Promote Consistency.
What they say matters when the front desk is the front line of a hospital’s customer service. They could create the patient’s first impression of the organization; proper scripting consistently adheres to the hospital’s policy. For example, a hospital can include a sincere, empathetic statement that the staff can read over the phone before ending or transferring a call.
Scripts also keep receptionists from violating regulations since they will always know the next thing to say. It also ensures that the customers’ needs always come first. If a hospital uses an external answering support service, scripting ensures that the patient experience is completely consistent internally and externally.
5. Scripts Increase Patient and Employee Satisfaction.
Efficient and accurate call handling makes everyone happier. Callers no longer need to wait on hold for receptionists to track down answers to their questions. Instead, the receptionist will instill confidence in the patient through immediate and informed answers. Patients trust that their sensitive medical information is recorded correctly when the receptionist reads it back to them without errors. Because scripting helps reduce call and hold times, hospitals are more likely to meet important goals such as calls answered, call length, hold times, and other significant metrics. Staff members that meet or exceed their goals report greater job satisfaction and reduced stress. The simplification that scripting offers to staff members’ daily tasks is another important factor in job satisfaction.
Hospitals implementing scripting will increase productivity, consistency, and patient/employee satisfaction while decreasing training time, errors, and patient/employee turnover.