Messages are our core currency.
Our major focus is to consistently document message details with 100% accuracy and perform call triage so that we can determine which messages need your immediate attention. We can dispatch all messages via the same method to the person on call; however, we have found that most subscribers need urgent messages delivered with a higher priority. Flat rate subscribers can review and select one of our standard message templates for use.
When recording messages, our operators verify the spelling of all names in the message and read aloud the patient's contact number for confirmation. In short, your messages will be meticulously documented and conveyed to you with all the pertinent information so that you can easily interpret the messages and act as needed.
We offer batch message reporting in which your message log is compiled and sent to you at a specific time via fax or email as per your request. For example, some clients request to receive a log of all messages from the prior 24 hours each morning at 9:00 a.m. Other clients specifically request that only urgent messages be relayed to on-call staff and that all routine messages simply be included in the daily batch messaging to be addressed when the office opens the next day. Our reporting can be adjusted however necessary to meet your specific needs.
All incoming messages are promptly and properly dispatched according to your instructions. We are very flexible to your needs and do not require that all messages be sent immediately or in the same way. By defining a dispatch schedule, we can triage and send messages using your preferred dispatch methods.
The dispatch methods available to flat rate users at no additional cost are text, secure message, email and alpha page. The two most notable benefits of using a dispatch schedule are time of day dispatch and multiple-step dispatch.
Time of Day
Subscribers can provide special instructions for messages depending on the time of day and indicate how operators should handle calls and how/if providers should be contacted. For example, a customer might indicate that during office hours, our operators should call the backline with urgent messages, hold any routine consults after 11:00 pm, and dispatch held routine consults at 7:00 am the next day.
Subscribers can standardize the steps between contact attempts. For example, a client might indicate that the first step is to call the contract number and to leave a message if there is no answer. If operators receive no response to the message, the second step might be to call another number and leave a message and wait for follow-up. By creating a multi-step dispatch plan, you can create redundancies in who is contacted and when, ensuring that time sensitive messages are relayed quickly to meet patient needs.