Clinic Telephone Call handling is a bit specialised. The caller might be anxious and may be in pain and irritable. The call handler needs to be able to put them at ease and give them the information they need to make a booking decision.
There are 3 parts to making a good booking
Information from the clinic. We ask our new clients to complete a form with all the information about the clinic on it, including prices and treatments and who is working there and when. It is important that we are made aware when these details change.
A call handler who has access to all that information and enough knowledge to understand it and guide the caller to the right booking.
The caller or patient knowing what they want, when they want it and what they will pay.
We spend at least 3 months training our team members to be able to confidently book the appointments our clients need. They need to be able to use the variety of different diary software and the information our practitioners supply.
In most cases the patient knows who they want to see, or at least which professional. Depending on the professions available at the clinic we can direct the customer towards the most suitable practitioner, using the information we hold about the clinic and the symptoms the patient tells us. The receptionist isn’t a clinician so they can’t make a diagnosis or give any advice.
In any case as a practitioner you will know that sometimes a patient thinks they have one problem when they actually have something quite different. So a new patient assessment appointment to cover all eventualities is useful, and if we are really not sure we can send you a message to call the patient as a last resort.