Health Care

Medical Answering Service
Our Medical Answering Service is designed to manage urgent calls from patients, physicians and hospitals. Our skilled call center agents follow your exact protocol for handling calls.

Each of our Internet enabled workstations is networked to display the most current, up to the minute practice and patient information. In addition, our system will notify an agent if another is working in the same account or even on the same call. The benefit to the physician is when checking in for messages, they are assured that all messages, including any that are pending, will be delivered in a timely manner.

Ambs Call Center is a complete answering service for medical practices that need accurate and effective communication and messaging. Ambs Call Center serves as an extension of your practice by representing you in a professional manner not only to your patients, but referring physicians as well.

Our free Internet On-Call Scheduling and Internet Message Retrieval tools are industry leading with features that helps your practice run smoother.

Patient Acquisition Services
Successful growth in the Healthcare business is predicated on acquiring new customers while at the same time retaining your current customer base. The backbone of successful growth is customer service. That’s where Ambs Call Center can help you convert prospects into patients.

Ambs Call Center’s Acquisition Services helps you:

• Provide ease of use to consumers with 24/7 telephone and Web access
• Provide award winning customer service customized to your Health System’s needs
• Promote brand awareness and customer loyalty
• Report to you on the success of your marketing efforts

Seminar and Class Registration
Ambs Call Center’s agents will make sure your community outreach efforts are maximized through fast, effective, and polite registration services. Our agents are ready 24 hours a day to assist your current and prospective customers with seminar and class registration. We will follow your exact scripting and protocol to make sure that the caller’s experience is a positive one. We are also able to interface with your scheduling systems or offer a turn-key web enabled registration solution so that you know up to the minute where your marketing efforts stand. In addition, Ambs Call Center can process credit card payments for your events.

Physician Referral Service
Many health systems provide a Physician Referral program as a service to the community. These programs bring patients together with physicians in the most effective manner possible. As a community service, many hospitals provide a physician referral program. This helps consumers easily connect with your hospital and generates loyalty to your physicians.

Your health system’s potential patients call a local number which connects them to an Ambs Call Center agent 24 hours a day. Consumers are then able to request physician information in a variety of ways including geography, specialty, insurance, or specific physician name. Our agents relay the requested information to the prospective patient about the physician(s) they are interested in. If desired, we can even connect the caller to the physicians’ office as well as send a follow up letter in the mail.

Prospective patients can also communicate via email and Internet giving you an additional channel by which you are available through.

Complete real time reports are available at www.ambscallcenter.com showing call detail, referral information as well as any other details you wish to measure.

Facilitating Service Referrals
In large facilities, consumers may call to request service line specific information. Ambs Call Center can help you facilitate these consumer requests by connecting consumers with the appropriate Clinical Center of Excellence or providing service information through a carefully constructed, customized call script.

Ambs Call Center handles millions of calls each year — but each customer receives the attention and focus they deserve. By selecting Ambs Call Center’s acquisition services, you ensure:

• Outstanding customer service 24 hours per day (via Web or phone)
• Efficient and effective call handling processes
• Customized call scripts
• ROI reporting including revenue reconciliation

Patient Pre-Registration
Ambs Call Center can assist in registering patients over the phone 24 hours a day. By allowing access to patients to pre-register by phone, your health system can increase it’s patient satisfaction and reduce no-shows adding to your bottom line.

Pre-Registration helps to

• Increase patient satisfaction
• Reduce on-site wait times
• Gather more detailed and accurate data for accurate billing
• Reduce no-shows

Ambs Call Center can interface with your current registration system via a secure remote VPN or Citrix connection to avoid the need to import data and ensure that your information is always up to date.

Patient Follow-Up Customer Service

Discharge Care Calls
Patients are leaving the hospital earlier than ever. If they are not compliant with discharge instructions or alert to new symptoms, they are prime candidates for a costly re-admittance. With Retention Services, Ambs Call Center makes discharge calls to all of your selected patients. Using your custom-designed call script, Ambs Call Center’s advisors ensure that your patients’ symptoms are within a range that you set for a specific condition or disease state. If not, they are immediately transferred to one of your clinical staff for further intervention. By outsourcing this process, you can ensure that all of the calls are made in a timely and consistent manner with a high and predictable level of quality. This frees your clinical staff to focus on delivering clinical care. You also optimize any necessary clinical interventions.

Disease Management Calls
Patients with chronic diseases, such as diabetes or congestive heart failure, benefit from consistent disease management programs. Yet, it is often difficult to dedicate a resource to disease management. Ambs Call Center now makes this process simple. On a pre-determined basis, Ambs Call Center calls your patients and takes them through a simple process to determine how they are doing. Ambs Call Center has a set of disease-specific questionnaires that can be customized for your organization. Examples of these include diabetes, congestive heart failure and respiratory conditions. Patients who have received care calls are more likely to return to your institution than other patients.

Improving the Customer Experience
Discharge care calls often uncover opportunities to engage people in additional hospital activities, including cross-selling other profitable programs and service lines. For example, diabetics could be directed to a self-monitoring program while new mothers could be enrolled into a mother/child exercise program. These targeted programs can help you affordably retain the customers you want.

Event Follow-Up Calls
After people attend events sponsored by your organization it is an excellent time to engage them again. Through this event follow-up call, targeted customers are invited to join appropriate additional activities that showcase your resources and capabilities.

Customer Satisfaction Calls
These carefully scripted customized calls are designed to get a quick read on the effectiveness of customer service delivered within a specific service or department. These are immediately actionable for making mid-course adjustments, or enhancing processes and procedures.