March 8, 2024

Healthcare Call Center: Choose the Best for Your Medical Practice

healthcare call center

You know how frustrating it is to call a hospital or a medical practice and get stuck with a robotic voice or a clueless agent? You don’t want to waste your time on the phone, you want to talk to a real person who can help you book an appointment. 

That’s why you prefer to walk in and deal with the receptionist face-to-face. However, it’s not always a smart move. You might end up waiting for hours or getting turned away.

Why can’t you have a better way to schedule your healthcare visits? Well, you can, and it’s called a customizable healthcare call center. 

A customizable healthcare call center is not like the old-school call centers. It’s a service that cares about your privacy and your satisfaction. It’s a service that treats you like a human being, not a number.

Don’t just take my word for it. Here are some of the features that make it stand out from the rest.

What a Customizable Healthcare Call Center Should Offer

You aren’t exactly starved for options when it comes to customizable medical office answering services. However, the meaning of the word “customizable” does differ from one healthcare call center service to the next. Often, what you end up with is a subpar service that only goes as far as answering incoming calls without giving care for quality interactions.

Fortunately, there are ways to tell whether a healthcare call center is worth your time and money. Typically this is most apparent on what features they offer. Any features that focus or revolve around the caller/your customer are definitely a good sign of a service that understands what you need.

Custom Scripts

Custom scripts is a feature that has you send in a call script or set of questions that you would like call center agents to ask each caller. This helps you determine what information you want gathered from each caller interaction. In fact, certain services such as Always Answer, let you dictate the entire call flow.

This is a great way to make each interaction seem genuine which is something that modern customers, patients, and callers are yearning for. The custom scripts feature of Always Answer pairs nicely with another of the service’s exclusive features: recorded calls.

Always Answer’s recorded calls feature sees each call recorded in its entirety, these calls are stored for 30 days and can be reviewed by you at any time you desire. Using this feature, you can see your custom call script in action and see whether there are any areas that need to be tweaked or enhanced.

You can also use it as a quality assurance test. Check-in whether or not Always Answer’s live agents are doing your script justice. You can choose to have your calls stored for longer than 30 days, however, this will cost you a small additional fee.

Custom Greetings

You need a health or pharmacy answering service that works for you, not against you. You need a service that optimizes your call center operations and handles emergency calls like a boss. You need Always Answer.

Always Answer has a killer feature that will save you money and make your life easier. It’s called the customized automated upfront greeting. It lets you pre-record messages for different times and days, so you can give your callers the information and options they need.

You can customize the greeting to fit your needs. You can tell your callers your hours of operation, what to do for non-emergency inquiries, and how to get help for urgent situations. For example, you can ask them to press a certain number for immediate assistance or leave a message for non-urgent matters.

This feature is awesome for healthcare organizations that want to respond to emergency calls fast and manage non-emergency inquiries efficiently.

With our automated greeting system, you can redirect non-critical calls during off-hours or peak times, so you can focus on the emergency calls that matter. Our professional telephone answering service representatives will take care of the rest.

Always Answer is the best healthcare call center solution for hospitals and medical facilities. It will help you manage your call volumes, improve your patient communication, and boost your operational efficiency.


A quality healthcare call center should prioritize building security to safeguard staff, property, and sensitive customer information. A good example of how this is done properly is once again, Always Answer.

They utilize advanced access control systems such as IEI Access Control keypads and Alarm-Lock Access Control keypads to regulate entry into sensitive areas like server rooms. Additionally, comprehensive surveillance systems, both interior and exterior, should be in place to monitor the premises for enhanced security.

In terms of internet connectivity, a reliable healthcare call center should have redundant internet connections to ensure uninterrupted service. This can be achieved through a double WAN router with redundant connections, supported by a robust network infrastructure capable of handling high-speed data transfer.

Security measures such as gateway-level anti-virus and intrusion protection should also be implemented to safeguard network integrity and customer data.

Telephony infrastructure is another crucial aspect of a healthcare call center. Utilizing advanced systems like Infinity by AMTELCO, which has a proven track record of excellence in the industry, ensures efficient call routing and management. 

Automatic call distribution systems integrated with screen pop architecture provide agents with relevant customer information, enhancing service quality and efficiency.

healthcare call centers

Benefits of a Customizable Healthcare Call Center

If you manage to find a customizable healthcare or veterinarian call center service that offers everything we’ve just discussed, such as Always Answer, then there are certain benefits that you can expect. 

These benefits can be split up into:

  • Personalized patient experience
  • Scalability
  • Improved efficiency and productivity

Each benefit adds a special dimension to your medical practice. For starters, a customizable healthcare call center, one that implements your custom call scripts, will feel more personable to your callers.

This human touch is precisely what is needed to put your callers at ease, especially in this new era of impersonal and bland AIs. The scalability of a good healthcare call center also ensures that your patients and callers will never have to be put on hold. It ensures that their needs and concerns are properly heard and addressed at the best moment possible.

Finally, by offloading the task of answering calls and responding to patient queries, your staff will have more time to focus on inpatient matters and other pressing needs.

No Customizable Healthcare Call Centers? Expect this Downside

All other solutions on the market are not cost effective and they don’t scale. You’ll quickly see your budget get eaten up and end up back at square one. In fact, even if budget wasn’t an issue and you could afford to hire a couple of in-person receptionists, they still wouldn’t be able to match the availability of a healthcare call center.

In-person receptionists are unable to work 24 hours a day and seven days a week. On the other hand, a healthcare call center service has the manpower and availability to answer every incoming call, even those coming in at odd hours of the night.

Not to mention that even on a regular workday, in-person receptionists wouldn’t be able to consistently handle each call with the same care and efficiency as the first call of their day. Without a customizable healthcare call center, your medical practice will be less responsive and personable.

Best Customizable Healthcare Call Center

Always Answer stands out as the premier choice for healthcare call center services due to its unparalleled customization options tailored specifically to the needs of healthcare providers. 

With a focus on delivering exceptional patient experiences, Always Answer offers customizable solutions that enhance patient satisfaction, streamline operations, and ensure compliance with industry regulations such as HIPAA. 

Their advanced customer surveys and analytics capabilities provide valuable insights into patient interactions, enabling continuous improvement and optimization of call center operations. 

Moreover, Always Answer’s commitment to redundancy, scalability, and integration with existing systems makes it the ideal partner for healthcare providers looking to elevate their patient communication and support services to the next level.

The Right Customizable Healthcare Call Center For You

Always Answer has been the industry leader in the healthcare call center and answering solution market for several decades. We’ve managed to scrape out of this position due to our commitment to quality interactions and customer support.

Contact us today to completely redefine your communications department. Our service is designed to quickly slot into place within any existing organization or medical practice.