Physician Question and Answers
What kind of system do you have?
How do I forward my calls to the Answering Service?
Upon setting up your account, our system will supply you a call forward number. This call forward number is dedicated to your account only. It allows the answering service to access only your answer phrase and account information. To forward your calls check with your telephone service provider for the prefix code. AT&T customers can use *72 followed by the call forward number to activate your service and *73 will turn the service off.
What is HIPPA? How do you become HIPPA Compliant?
Please click on the link for a SUMMARY OF THE HIPPA PRIVACY RULE
http://www.hhs.gov/ocr/privacy/hipaa/understanding/summary/privacysummary.pdf
The Perfect Answer believes that personal medical records are private and must be protected. As a covered provider of medical services, The Perfect Answer plays an important role in safeguarding the flow of information between patient and doctor. The Perfect Answer understands the importance of protecting this information and the necessity of complete compliance with HIPAA (Health Insurance Portability and Accountability Act) regulations.
The Perfect Answer helps you manage and control your practice’s HIPAA compliance. Our answering service takes patient information very seriously. The protection of patients' Personal Health Information (PHI) is ensured by our 128-bit encryption message delivery system.
All employees at The Perfect Answer undergo rigorous HIPAA compliance training and attend routine workshops in order to stay current with HIPAA rules and regulations.
Is the Answering Service available 24/7?
The Perfect Answer is open and staffed 24 hours a day 365 days a year. We are staffed and ready to answer your phones everyday and Holidays. (Religious or Federal)
Do I need to sign a Long Term Contract?
The Perfect Answer is a month to month answering service. We do not lock our customers into long term commitments. If your practice is not satisfied with The Perfect Answer you may cancel at any time. Service is our Guarantee.
Are there any Set-Up Fees?
No. Setting up your account is part of doing business.
How Do I receive the Messages?
All messages can be held for the office, faxed, e-mailed, paged (alpha or digital), patched, or sent via e-mail or text to your cell phone. All messages can also be deliver by an operator to your Home, Cell, or any number provided.
How much does your answering service charge?
The Perfect Answer offers Three Billing Packages:
Per Call: #1 choice for Physicians: $75.00 allows up to 200 calls. After the 200 it becomes $0.49 per call
Time Billing: $29.95 Base Rate plus $0.79/minute
Flat Rate: Starting at $159.00 per office: Click Here For Full Pricing and Details
Some Physician Offices' have a Front End Voice Mail System, Why?
Our front end voice mail system is designed for 2 Reasons:
Reason 1 is COST: Our integrated voice mail system will greet the caller with your company name and supply information about your office. Many times the caller will hear this recording and know they are being transferred to the answering service. Upon learning that the office is closed for lunch or hearing your office hours they will hang up and call back during normal business hours. All calls remaining in voice mail do not affect your call volume. Many of our current Physicians us the voice mail to instruct their patients to call back for prescriptions, appointments, refills, or needing to speak with the front office.
The second deals with information and office procedures. Our voice mail can supply your caller with office hours, addresses, procedures, and the option to leave a non-urgent message for the front office. All Doctors, Hospitals, or patients with a true emergency will be transferred to a live operator. The voice mail is also informative being that it can instruct the caller, “If you are experiencing a life threatening emergency please hang up and dial 911 or go to the nearest emergency room.”
How do I inform the answering service who is on call?
Once your account is set up within our system the on call information can be given at check out, faxed, or e-mailed to our office on a daily, weekly, or monthly calendar. Should changes arise after hours all trained operators can temporarily change the on call information within our system until the next day.
Do you have an emergency back up in place?
All call centers are equipped with a gas powered generator and UPS systems within the office. We do not loss power.
Can I pay my answering service invoice with a credit card?
The Perfect Answer is set up to receive credit card payment (Visa, Master Card, and American Express). Upon filling out an authorization sheet we can do a one-time payment or charge your credit card every billing cycle.
How long does it take to get started?
Your account can be set-up same day or on a future date. After all of the information is entered we will test the numbers, e-mail, and texting features. Once everything has been confirmed you can start using The Perfect Answer.
My office is not located in the state where the answering service is located. Is that a Problem?
We can answer any Doctor’s Office within the United States. Should you be outside our local calling area we can supply you with an 800 number. With long distance being free or insignificant you can forward to one of our call forward numbers.
Are your calls recorded?
To be compliant with HIPPA and assist our clients all calls are voice recorded and saved for 2 years. These recording can be emailed to you as a wav. File. These recording also clear up any misunderstanding between your patient and the answering service.
How long are messages saved for?
Currently our system is set to a two year loop. What that means is all call logs and messages are saved on concurrent hard drives for 2 year. Should you need a call log, recording, or message longer, let us know and they can be pulled aside and save for X number of years. These call logs, messages, and recordings can also be emailed to your office.
What kind of system do you have?
The Perfect Answer uses an integrated phone system designed by OnviSource. They are the industry leading manufacturer of call center and answering service equipment. Our system is the Onvi-Call which consists of a Data Server, Switch Server, Dispatch Server, and Voicemail.
To learn more about our system click on the link Onvi-Call User Manual
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