Illustration of a Medical Receptionist giving information to a patient
Illustration of a Medical Receptionist giving information to a patient

Today's Patients Require (and Deserve) A Dedicated Receptionist Team

Last updated: May 12, 2022

When your patients contact or come in, your receptionist is the first introduction to your medical practice. So, how they are greeted, the time your receptionist takes to answer their questions, and their friendly demeanor are all key factors as you work to create a friendly and open atmosphere for your patients. 

You simply cannot afford to compromise on good customer service from your receptionist during your patient intake process! That’s why you need a Medical Answering Service that can help you deliver the level of customer service your patients deserve. 

Your receptionist is the face of your medical practice, but they are also the best tool you have for creating a great patient experience and ensuring a healthy patient-doctor relationship. Here are just a few of the top reasons your receptionist team must offer great customer service and how our Doctors Answering Service can help.

Your Service Makes or Breaks Your Practice’s Reputation

When your reception team is friendly and upbeat about the appointment, they set the tone for the entire visit. If your patients have a good experience, they’re 38% more likely to recommend your services. That’s proof that great customer service will carry over into every other interaction your patient has with family, friends, or even complete strangers. 

Your receptionist needs to deliver a positive experience every time they answer the phone or speak with one of your patients. With every word they say and action they take, your receptionist is either creating a good reputation for your practice and your doctors, or they’re destroying it. It’s as simple as that. 

Everyone has a bad day now and then, but there are steps you can take to ensure that a bad mood or a negative life experience for one person doesn’t damage your image and undermine the relationship you’re building (and have built) with your patients. Make it a priority to deliver the best customer service from start to finish.

Great Customer Service Ensure Customer Retention

When your receptionist delivers great customer service, you’re building trust with your patients. They want to feel loyal to you and your practice. They want to keep coming back to you and feeling comfortable with your customer service, but you have to give them a good reason. As you build that connection, you’ll ensure higher patient retention rates.

Your patients will stay with you if you and your team call them by their name, if you respond quickly to their needs, and if you make the experience as streamlined and efficient as possible. By the time many of your patients come in to see you, they’ve already been dealing with their medical issue(s) for some time. So, they want to feel like they are heard, understood, and appreciated. There are so many really simple things you can do to make your patients feel like you know them and have their best interests at heart. 

When your patients feel wanted and appreciated, you’re alleviating the fear and apprehension they might have been feeling. You can make your entire practice feel like a safe space where everyone is friendly, kind, and concerned. When your receptionist says, “Thank you,” and really means it, your patients feel like they’ve just had an interaction with a friend. 

How Abby Connect Can Help Improve How Your Receptionists Deliver Customer Service

At Abby Connect, we know how important that initial interaction with your patients is. That’s why we’re here to help with our comprehensive Doctors Answering Service. We help you fill in the gaps to ensure you’re delivering the best customer service to your patients. That also frees up your time from being the Medical Answering Service, so you can focus on practicing medicine and delivering high-quality healthcare.

Your patients are central to your practice, but it’s not always easy to find the time to focus on the things that matter the most. At Abby Connect, we answer your phones, which gives you more time to dedicate to your patients and practice. Our HIPAA-Compliant Answering Service, means that we offer the level of service and support you need. Our level of customer service ensures that you’re able to more easily connect with your patients when it really matters. 

To learn more about how medical answering services can benefit your business, check out our visual guide: Download our Visual Guide to Virtual Reception today and learn just how simple it is to get started. 

Or, you can try our FREE 14-day Abby Connect Trial now and experience the Abby Way!

Written by

Hope Holland

Hope Holland

Hope joined Abby Connect in 2016 as a receptionist. She now leads the Sales Team in their efforts to help small businesses with their communication needs. Hope has always valued the customer experience and understands how crucial it is for businesses that want to succeed. With this mission, she strives to help businesses connect with their clients and improve the experience their business offers.