Optometry FAQ Support in Atlanta, Georgia

My Business Care Team is a specialized call answering service designed specifically for optometry and ophthalmology practices. Our team of trained professionals provides personalized phone support to manage appointments, answer patient inquiries, and offer information about services, ensuring your practice runs smoothly and efficiently.

Unlike general call answering services, My Business Care Team focuses solely on the unique needs of optometrists and ophthalmologists. Our agents receive specialized training in the field, enabling them to handle medical-specific inquiries, understand the nuances of eye care services, and offer a level of expertise and care that matches the professionalism of your practice.

Yes, our service is designed to integrate seamlessly with most practice management software, ensuring appointments and patient inquiries are directly updated in your system in real-time accuracy and efficiency.

Pricing is based on the volume of calls and the level of service required. We offer various packages to suit different practice sizes and needs. Contact us for a customized quote.

We offer flexible contract terms, including month-to-month options. Our goal is to provide services that meet your needs without locking you into long-term commitments.

Services can typically be implemented within a few days to a week, depending on the complexity of your requirements and the integration needed with your practice management software.

Our agents undergo rigorous training in both customer service excellence and specific knowledge about optometry and ophthalmology practices. This includes understanding medical terminology, common eye conditions, and the specific protocols of your practice. We do several rounds of interviews along with language, skills, and customer service testing.

We adhere strictly to HIPAA guidelines to protect patient information. Our agents are trained in HIPAA compliance, and we employ secure systems and processes to ensure all patient data is handled with the highest level of confidentiality and security.

We have a rigorous selection process that includes evaluating candidates’ communication skills, empathy, understanding of the healthcare sector, and specifically their knowledge or ability to learn quickly about optometry and ophthalmology. Candidates go through interviews, skill assessments,and background checks to ensure they meet our high standards.

New agents undergo a comprehensive training program that includes an introduction to optometry and ophthalmology, customer service excellence, handling sensitive patient information, and HIPAA compliance. They also receive specific training on your practice’s protocols and preferences. Agents must pass assessments before they start answering calls for your practice.

Our quality assurance program includes regular monitoring of calls and other interactions, performance reviews, and feedback sessions. We use a combination of metrics, such as call handling time, patient satisfaction scores, and adherence to protocols, to evaluate agent performance continuously.

If an agent’s performance falls short of our standards, we initiate additional training and coaching and closely monitor their progress. Continuous evaluation ensures that any ongoing issues are addressed promptly, with reassignment or removal from the service as a last resort.

We provide ongoing training opportunities, including advanced courses in healthcare communication, customer service, and the latest developments in optometry and ophthalmology. Regular feedback sessions and career development plans are part of our commitment to supporting our agents’ growth.

We use historical data and predictive analytics to forecast call volumes and schedule our staff accordingly. This ensures we have enough agents on hand to handle calls during peak periods, including holidays and promotional events, without compromising on service quality.

Practices can communicate directly with their dedicated account manager to provide feedback or discuss any concerns. We also have a structured feedback process that allows practices to submit comments on agent performance, which we use to make continuous improvements.

Agents receive training on HIPAA compliance and the importance of patient privacy. We use secure systems and processes to protect patient information, with regular audits to ensure compliance with all privacy laws and regulations.

We provide dedicated account managers for each practice, along with access to a support team available via phone, email, or chat. Our goal is to resolve any issues quickly and efficiently.

Feedback is crucial for us to serve you better. You can contact your account manager directly or use our dedicated feedback channels to request changes or provide suggestions.

Our training process includes several phases: an initial orientation to the healthcare industry, specialized training in optometry and ophthalmology terminology and common conditions, customer service excellence, HIPAA compliance, and hands-on practice with simulated calls. Agents also receive specific training on the software and tools used by different practices.

The duration of the training program varies depending on the agent’s prior experience and proficiency but typically ranges from 2 to 4 weeks. This includes both theoretical learning and practical application to ensure agents are fully prepared.

Absolutely. Part of our comprehensive training includes rigorous instruction on HIPAA compliance and best practices for managing and protecting sensitive patient information. Agents are tested and must demonstrate a clear understanding of these practices before handling live calls.

Yes, ongoing training is a crucial part of our approach. Agents participate in regular training sessions to refresh their knowledge, learn about updates in the optometry and ophthalmology fields, and improve their customer service skills. This ensures they remain effective and up-to-date on industry standards.

We offer customizable training modules to align with your practice’s unique procedures, services, and patient care philosophies. During the setup process, we work closely with you to understand your specific requirements and incorporate them into the agent training program.

As part of the customization process, we gather detailed information about your practice, including services offered, team members, scheduling preferences, and common patient questions. This information is integrated into the training modules to ensure agents are well-versed in your practice’s specifics.

Our training includes role-playing exercises and simulations tailored to your practice, allowing agents to practice scenarios they’re likely to encounter. We also implement quality assurance measures, including call monitoring and feedback sessions to ensure agents consistently meet our high standards and accurately represent your practice.

Yes, we highly value feedback from our clients and incorporate it into our training program. Practices can provide feedback directly to their account manager, who will work with the training team to adjust the training content or focus areas as needed.