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Home | Blog | Is Medical Background Necessary in Dental Answering Service?

Is Medical Background Necessary in Dental Answering Service?

By Magellan Solutions

Updated on June 3, 2024

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Patients calling your dental clinic deserve the best customer service at any time. There is no timeframe for whenever accidents happen. That is why dental answering service is critical for every organization. 


Having your live answering service is better than automated voice messages. Live operators can react based on the severity of the accident. More than 32% of dental office calls were unanswered, especially after business hours. Imagine how many prospective clients you can get when you respond to all of these inquiries.


Be that as it may, the qualifications for dental answering service agents are still blurry. It is because many offices don’t think getting sophisticated when hiring a virtual assistant is necessary. Thus, many unfit contact support agents will answer patients who need urgent assistance. And they might now be aware of how severe the situation is.


So, let us look at the importance of having an answering service agent with a medical background.


Agents Can Handle Emergencies Better

Some of the emergency calls won’t happen during the day. 30% of oral emergencies occur after business hours. Unfortunately, you might not be around to attend to these situations. Therefore, your 24/7 answering service should know to alleviate some distressing concerns.


On top of that, they could also weigh whether the situation requires your expertise. They can call you immediately if they find out a simple remedy is insufficient to ease the patient’s condition.


Superior Credibility

You tend to lose customers if your virtual assistant has no idea about your services. 98% of patients have a terrible impression of clinics with poor telephone communication skills. Moreover, 71% of these people tend to look for another clinic after having a bad experience with their initial clinic.


That’s why it’s essential to build credibility by having a virtual receptionist that can answer patients’ inquiries ASAP. 93% of your patients would likely call your clinic again if your agent could solve their problem during the first interaction.


Knows the Urgency of the Situation

Your service with your client won’t stop after a check-up or surgery. 78% of patients expect a follow-up call after their oral operation. Your dental answering service can call these patients and ask for any post-surgery symptoms.


If your agent has no background in the medical profession, they can’t qualify which symptoms are severe. They won’t be able to forward which patient requires urgent medical attention. Thus, it will affect how people will look into your dental office.


Offers Better Insight for Your Operation

A dental answering service with a medical background can give you a better resolution for your operational challenges. It will provide you with a significant boost in your customer service satisfaction. 62% of customers believe agents’ knowledge of your service is the primary key to a great customer satisfaction (CSAT) rate.


Having a medical professional work for your dental answering service also helps improve reviews for your clinic. These reviews will lead to recommendations from your former patients. 72% of your existing clients will likely recommend your service to 6 of their friends. That’s a lot of clients for small and medium dental clinics.

Higher Retention Rate

An answering service is already significant leverage for setting up an appointment with your clients. They can follow up with the patients and remind them about their upcoming check-ups with you. This makes up for 40% of patients attending the clinic for appointments.


But, having an expert medical answering service can increase your effectiveness by more than 60%. They can convince those hesitant patients how important it is to take care of their oral health. Being also from the healthcare field is an added factor in persuading patients to attend their check-ups.


Better Patient Relationship

In a recent study, 83% of American adults see oral health as their top priority. These data should be your engine to improve your relationship with your existing patient. They can be your long-term partner. However, maintaining a good bond with them requires tremendous effort from your dental answering service.


It will be easier for agents with medical backgrounds to build connections with your clients. They already have experience interacting with patients. These patients require extensive care, which they can only get from expert medical professionals.


Building empathy with these patients is the most important thing to improve your relationship with them. 46% of your callers want someone to listen to them before providing a solution. Getting all the information before concluding about the patient’s condition is critical.


Best Dental Answering Service Provider in the Philippines

Suppose you are a small or medium dental office looking to outsource an answering service; go to Magellan Solutions. We have over 17 years of experience providing the BPO needs of SMEs in the US, Asia, Australia, and Europe.


We are an ISO-certified BPO company that strictly follows a high standard of service from recruitment to the onboarding process. Our team ensures that only qualified applicants proceed with our training program. Qualifications include experience from the industry they will work in, like medical background or training for your dental virtual receptionist.


Magellan Solutions is also HIPAA compliant to ensure total protection for your patients and prospective clients. We will secure all your information as we have top-of-the-line technology to prevent data breaching and phishing schemes.


Our Business Developers can help you set up your key performance indicators (KPI). KPIs will guide you and monitor the progress of your business with us.


We also offer guaranteed flexible pricing options based on several factors like service and number of agents you need. Magellan Solutions understands that start-up businesses have limited funds for outsourcing services.


Contact us today and get a free 60-minute business consultation. Please fill out the contact form below.

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      Is Medical Background Necessary in Dental Answering Service?

      Magellan Solutions

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