Frequently Asked Questions

Why does my medical practice need an answering service?

Medical needs and emergencies can happen at anytime. As busy professionals, you and your staff may not always be available to answer calls, take appointments, and properly document messages. Our medical answering service provides a solution to this problem by providing 24 hour, answering, messaging, and appointment management. This will allow you more time to provide the best possible care to all of your patients. Our service level is expert and much more cost effective than hiring someone in house to staff your phone and message needs.

Have your call center agents been trained in HIPAA rules?

Yes, all of the call center agents at Medical Communications USA are trained and complaint with HIPAA privacy and security rules.

Are your call center operators familiar with the medical industry?

All of our call center agents complete specialized training in medical and hospital procedure and terminology.

Do my patient's calls get sent to your service?

We can answer and handle your calls in a variety of ways. The first thing we do is assign your office a telephone number that is unique to you. The most common method used by many of our clients is a prescreen recording (provided by us) that gives out office information and answers routine questions. It then informs callers with an urgent matter that cannot wait until office reopens to press a number to be connected with one of our agents. This is done mainly via call-forwarding features provided by your telephone provider.

Some offices prefer we handle overflow calls when they are too busy to handle all incoming lines. This is done with a feature called busy call forwarding (also known as delay call forwarding) and this service is also provided by your telephone provider. You are able to determine how many times you would like the phone to ring in your office before it transfers to us automatically, allowing our staff to provide quality customer service to your patients, even during after your normal business hours.

Some offices prefer to publish our number as their "after hour emergency number" to reduce even more non-emergency calls coming into the center. Other offices want each and every call answered after hours and we can accommodate this also.

How do my callers know they have reached us?

As soon as a call comes in, we answer with a custom answer phrase that is provided by you. This is your personal account and only your business information is displayed. Unless directed otherwise, it is Medical Communication USA's goal to provide a seamless extension of your company with phone answering and messaging services.

How do I get my messages?

We will call, page, or text message your cell phone, office phone, email, or fax number with messages as they come in, or send you detailed message summaries. We can customize the way we handle your calls and deliver your messages to whatever method works best for you and your medical business.

Can I make changes to my account?

Yes as often as you need to. If it's just a temporary change you may update our operators. If it is a permanent change then you may email or fax customer service and they'll have the change in place within 24 hours or less.

What if I have multiple offices or locations?

Multiple offices can each be set up with their own account. Or, our call center agents can utilize a unique identifier for one account, as long as all offices are answered the same way.

What about Voice Messaging?

Medical Communications USA has many different voice messaging options. Choose from basic service, multiple voice mailboxes, Follow me/Find me service, or announcement only mailboxes. Or combine them all with a live operator revert option instructing callers to press "0" to be transferred to an operator for an added personal touch. We also provide conference bridge services using local and 800 numbers.

How much does this service cost?

Medical Communications USA provides cost effective, custom service plans that are unique for each medical practice. Our pricing is based upon how much time our agents spend working on your account. We have many cost efficient ways to get messages to you as well as features you can take advantage of to decrease your overall billing.

Have more questions?

Please don't hesitate to call our office to speak to our sales team at (800)-288-2140 or (602)-241-2727. We will be happy to go over any questions and provide suggestions on how our services can benefit you.