What was the scope of their involvement?
Currently, we are only open up until a certain time at night. So, Physicians Answering Service takes over any parents that are calling in to receive any after-hour care services, for example, if their child is sick or if the pharmacy is calling in about a prescription.
Our calls get forwarded from our phone system to theirs. Physicians Answering Service also has access to our direct line, to which clients are able to call. The team customizes their greetings based on our account, which gives the clients peace of mind.
The families give all of the information needed including what the problem is and who their primary care physician is. That information then gets forwarded to our provider who is designated to cover those phone calls during that timeframe. The service will then send it out through a secure, HIPAA-approved means of communication.
What is the team composition?
They have a supervisor who is always on-site, and they also have staff who answer the phone.
How did you come to work with Physicians Answering Service?
We reached out to Physicians Answering Service to see what they had to offer and if it would work better with our company. After meeting with the management team and the supervisors that they have, we found that their goals fit with what we were looking for, especially because they were so personable.
When they came to meet with us, they brought their management team, their supervisors, and the individuals who worked on the call schedule. It felt like they were going above and beyond to answer any questions we had, which made us feel important. We haven’t regretted our decision to switch over to them.
How much have you invested with them?
We’ve spent about $5,000–$10,000.
What is the status of this engagement?
We began working with them in the summer of 2013 and we’re still working for them.