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Phone Wait Times Tackled on Pop-Up Webinar

Tuesday, June 6, 2017   (0 Comments)
Posted by: Alyssa DelPrete, AAOE Communications
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Recently, the topic of front office phone wait times exploded on the listserv, gaining a number of interesting, important questions. How do you reduce phone wait times? What's the best way to track front office phone efficiency? How do you delegate staff who handle calls?

To provide answers, the first AAOE Pop-Up Webinar was held: How One Practice Reduced Phone Wait Time to 28 Seconds. The webinar was presented by AAOE member Joseph Mathews, PT, DPT, CSCS, Practice Administrator, Advanced Orthopaedics & Sports Medicine, who emerged as the topic expert during the listserv discussion. 

During the webinar, Mathews walked attendees through the process his own practice undertook in 2013 when they realized their lengthy phone wait times and inefficient scheduling policies were leaving a negative impression with patients. By implementing some changes, they increased the percentage of phone calls answered in a minute or less from 58% in 2013 to 85% in 2014. Currently, they are still remaining strong at 84%, which is even more impressive considering their call volume has increased by 75% since 2013. Their average phone wait time is 28 seconds, a vast improvement from their nearly two-minute average wait time in 2013.

With these strong numbers as proof, Mathews provided the framework his practice used to achieve their phone efficiency goals. He provided tips and advice for addressing common obstacles, including:

  • Outdated phone technology
  • Lengthy phone greetings
  • Complicated phone trees
  • Inefficient scheduling policies

Mathews correctly remarked that the appointment department is the first impression a patient has with your practice. Learn how to address roadblocks to phone efficiency by watching the recording of AAOE's first Pop-Up Webinar: How One Practice Reduced Phone Wait Time to 28 Seconds.

Like phone wait times, certain practice management topics come up quickly and suddenly and need to be addressed. Whether it's a topic generating buzz on the listserv or a new policy on the horizon, when these topics arise, AAOE Pop-Up Webinars will be held to give you the answers you need, right away, when the issue is most relevant to you. Stay tuned!

 


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