Horizon Eye Care Provides Optimum Levels of Service in the Office as well as Over the Phone
Horizon Eye Care has utilized a Daytime Call Support Service provided by NotifyMD, Inc for the past three years. Prior to partnering with NotifyMD, Horizon Eye Care had developed a significant need for assistance with the high volume of incoming patient calls that we received each day. We found a solution that would provide a higher level of service for all patients calling the practice, while also allowing for more efficient internal workflow processes.
Incoming call volume, and how best to accommodate our patients, is an old yet growing problem in healthcare practices across the country. Most patients are all too familiar with the experience of being placed on hold for extended periods or being sent directly to voicemail when calling their healthcare provider. Horizon Eye Care wants to provide the highest level of service for our patients and chose a service that allows each patient to speak with a live person each time they call virtually eliminating voice mail, busy signals and dropped patient calls. This service also incorporates an interactive on-line task management solution allowing for streamlined workflow and documentation regarding phone encounters.
The most common time that a patient will speak with a representative at NotifyMD is when they call the practice with a non-urgent clinical question, or have a medical records or prescription need. As soon as the patient ends their call with the NotifyMD representative, their doctor’s clinical team is alerted to the call through a messaging system. This system provides Horizon Eye Care with the ability to respond to our patients in a very timely manner.
Our lengthy relationship with NotifyMD is just another way of providing the optimum level of service for our patients whether they are in the office or contacting us via phone.
