Are your medical answering services having a difficult time keeping up with patient requests? High call volumes, complex triage needs, compliance concerns, and limited technology can all contribute to delayed care. Thanks to advancements in artificial and augmented intelligence, the future of medical answering offers far greater accuracy and accountability.
This all starts with our intuitive, self-guiding module called MedMessage Assist™ (MMA), which has demonstrated over 99% accuracy on all medical message intake requests. Let’s review what issues your nonclinical operators may be experiencing, then explore how MMA can resolve them.
The Challenges of Traditional Medical Answering Services
High Call Volumes
One of the most pressing challenges for medical answering services is managing high call volumes, particularly during peak hours. When too many calls come in simultaneously, operators may be rushed to complete patient requests and miss important symptoms that indicate more urgent concerns.
Complexity of Triage
Most nonclinical operators and patients share one trait in common: they aren’t certified medical professionals, so it’s easy for them to be unaware of important details, questions, and symptoms that should be addressed on a medical intake request. At best, this can lead to delayed care — at worst, a life-threatening situation.
Integration With Electronic Health Records
Practices may use multiple pieces of software that don’t integrate very well with EHRs. Medical answering services can experience data-sharing issues when submitting patient requests to triage nurses, leading to incomplete or inaccurate information.
Staff Turnover and Training
While the most likely position to see turnover these days is a certified nursing assistant, you may also experience difficulty retaining nonclinical front desk operators. Not only does this lead to more new hires to train, but also a greater chance that they won’t be up to date on the best practices for evaluating patient requests.
MedMessage Assist Overcomes These Challenges
TriageLogic’s MedMessage Assist module helps nonclinical operators obtain all relevant patient information by prompting them to ask additional, targeted questions as they’re inputting data during a call. Using augmented intelligence, MMA indicates when symptoms need further clarification.
More Patients Helped
MedMessage Assist’s advanced algorithms improve intake accuracy and reduce call times so that more patient requests can be addressed promptly and efficiently.
Establishing Urgency
MMA is designed to support staff so that every medical message is as thorough as possible. This is critical for triage nurses because they’re the ones who will establish symptom urgency and a callback window for each patient.
Enhanced Privacy and EHR Integration
MMA is compliant with HIPAA and cybersecurity best practices. It’s also a standalone module that can integrate seamlessly with your practice’s in-house software.
Self-Teaching
MMA offers self-guiding instructions on how to use its software so that new operators are up to speed and ready to assist patients sooner. This gives operators greater confidence, improves the skill sets of your current staff, and makes onboarding much smoother for new hires.
Demo the Best Tool for Medical Answering Services
Make sure all future patient requests are accurate and timely by implementing MMA. Contact us today to schedule a demo and learn how this tool can benefit your practice.
About TriageLogic
TriageLogic is a URAC-accredited, physician-led provider of top-quality nurse telehealth technology, remote patient monitoring, and medical call center solutions. Founded in 2007, the TriageLogic Group now serves more than 22,000 physicians and covers over 42 million lives nationwide.
