In the healthcare industry, where patient privacy is key, call recording and reporting technologies help drive efficiency, reduce overhead expenses and optimize provider/patient communications.
Healthcare professionals face unique challenges each day. Whether it’s adhering to stringent Health Insurance Portability and Accountability Act (HIPAA) laws, implementing instruction and coaching programs for staff, or perhaps handling patient scheduling, optimizing health care provider marketing communications and enhancing customer service is able to seem a bit overwhelming.
Call recording and reporting solutions have been used in call facilities for years; however, there has been a surge in the implementation of this technology due to the unique needs as well as privacy needs in the healthcare space. Specifically, phone recording and reporting applications have been integrated into healthcare business models to help you enhance quality assurance, insurance reimbursements, patient relations, company operations and scheduling management. These features, and subsequent benefits, is found all within applications that’re able to shooting calls, providing owners with playback controls and the ability to easily make and talk about graphical reports – including Excel® spreadsheets and Adobe® PDFs.
The hottest call recording and reporting technology also takes into account the basic need for compliance plus health provider/patient privacy concerns, providing a strategy that is completely tamper-proof and secure. If the center is in the process of applying electronic records (emr) or Electronic health records (EHR), adding call reporting and recording to the current business model can considerably streamline operations, optimize diligent relations as well as give actual documentation of patient interactions so that owners can easily playback recordings to reference omissions and errors.
Call Recording & Call Reporting – The appropriate Solution for Any Practice
Quality Assurance:With the recording of inbound and outbound calls, supervisors and administrators have confidence that information is being communicated correctly to patients and in position with HIPAA regulations. Call recording provides administrators and supervisors the capacity to pay attention to calls so they know specifically what’s being said and what isn’t being said. The key here’s to talk about these recordings with personnel so they know precisely how to deal with situations which are similar in the future.
Licensing complaints and liability Protection:Malpractice deal roughly in part with info that’s communicated over the telephone between physician as well as team members as well as the patient. With call recording, it is not too difficult to locate, access, play securely and back share phone based talks with administrators, clinical nurse supervisors, attorneys and more staff members in the affair that litigation ensues.
Proof-of-Call:Call recordings are an excellent and exact ways of providing proof-of-calls to administrators, superiors, staff and patients. For instance, healthcare providers that ask for no show fees to individuals have documented proof that their staff called the affected person just prior to the appointment to verify the day and time. No longer are there’ he stated, she said’ predicaments considering that the call is recorded and also may be easily replayed for review. Having this monitoring device in position is able to have a sizable affect on revenues which would otherwise be lost without having a way to prove the call took place.
Train & Coach Staff:Reviewing what’s being said during provider/patient marketing communications is a terrific tool for coaching & mentoring staff. Administrators and their employees can enjoy playbacks together and also discuss call standards and how certain situations should be handled. The review of phone calls also can easily be made part of telephone based employee performance reviews.
Streamline the Receipt of Insurance Claims and Payments: With call capturing in place, the facility has the specific time and date a call took place. For instance, if an insurance company calls as well as provides info that the facility would be paid on some date/time; there’s proof of this info. If payment is not really obtained in a prompt fashion, which documented recording helps clearly say the facility’s case so as to resolve the situation.
Superior Usability: Call Recording alternatives with browser-based, Web interfaces are generally the easiest to adopt by healthcare facilities, providing a manageable learning curve for both supervisors and staff. When researching different solutions, one should look for a system which is really easy to work with, know, and personalize for his/her particular needs. For instance, features such as creating’ Hot Lists’ of important calls, such as’ Good Calls’ and’ Bad Calls’ can be critical in teaching and training new workers about just what should be said and what should not be stated during provider/patient interactions.
Improve Patient Relations:Most healthcare services have a huge selection of incoming calls each day — a large amount of communications and data to manage. If an employee overlooks becoming critical info — like the patient’s name, exact healthcare or cell phone number state – the facility’s administrator can check out calls made from which particular extension and retrieve the call recording. Patient cancellations, whether manufactured by the patient or the personnel, could be also recorded and quickly played back so as to settle any questions or disputes about an appointment time or date.
The Bottom Line:
With call recording and reporting technology in place, administrators and team members have peace-of-mind that many of calls are being captured and recorded for vital proof-of-call purposes, sleek business activities and much better provider/patient relations.
Anand is now Marketing Manager at Trivium Systems.
The area of his of expertise is web marketing and corporate communications.
He is also the product evangelist for SonicView Call Recording solution.