As a healthcare answering service, accurate and sensitive call handling is critically important. Just as it is essential to listen carefully to the caller's every word, it is also crucial to follow each individual practice’s call-handling protocol to the letter.

Some doctors wish to be paged for a prescription refill; others prefer to have such a message faxed to the office for handling the next morning. We follow your instructions to the T. Our exclusive process assures that:

• We acquire the appropriate information - every time
• The message follows the precise path that you, our customer, has determined - every time
• The correct on call person is contacted - every time

    - 100% of the time.

Professional Supervision in the Call Center

Quality assurance is essential to American MediConnect and to our clients. That's why every member of our supervisory staff plays a role on the quality assurance team. In addition to listening and observing in the call center, supervisors also monitor calls in three ways:

• Sitting near the operator (during the training process) and listening to the operator end of the call, while watching the computer screen and monitoring data input;
• Listening to “live” calls through the system; and
• Listening to voice logger calls, often with the operator as part of the staff development process.

Calls are selected at random. We use a “call monitoring checklist” and an “operator evaluation form” to audit various aspects of performance. Several hospitals utilize our quality assurance methodology to benchmark their systems.

Customer Surveys

We frequently survey the practices and patients for who we handle telephones. Customer satisfaction rates are closely monitored and highly regarded. The information is used in our ongoing evaluation of the entire call center's performance. Following evaluation, the information helps us improve services to our clients and their callers, and is often incorporated into our practices.