Live Answering Service
Prompt and accurate communications are vital to your practice. Recent studies indicate patients choose one doctor over another not for clinical reasons, but because of the experience they had at the doctors office – scheduling appointments, receiving test results, renewing prescriptions, or asking for a referral. In most cases, the answering service takes calls for more than triple the number of hours the office does during a full week. Once your office phone is forwarded, it is the responsibility of the answering service staff to act in your interest, ensuring you receive your messages.
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ZII's live answering service features begin with the management of routine office calls. After forwarding your office phone to your exclusive toll-free number, ZII's answers on the first ring, guaranteed. ZII's fully customizable voice mail options allow patients to do everything from requesting prescription refills, asking billing or insurance questions, scheduling or canceling appointments, or calling for test results. Retrieval of voice mail messages is available twenty-four hours a day using a secure password system. ZII's voice mail also has optional automated prompts to assist callers leaving non-urgent messages using your own custom message format. Callers requiring immediate attention bypass voicemail instantly, going directly to a Zenith Integrated, Inc. operator.
Precision
ZII operators undergo rigorous instruction in medical terminology and methods of handling urgent calls from both patients and medical staff. ZII operators are trained to react with speed and precision, dispatching urgent message quickly and accurately. As an example, operators should never recommend anyone to call 911 in an emergency, but in some cases, may remind a caller of their options, by simply asking, "Are you calling 911?"
ZII's calendar department expertly maintains your monthly on-call schedules, no matter how complex. Zenith Integrated, Inc. makes changes to your on-call schedule at your request instantly, with just one phone call. Your calls are handled the way you want, and can be modified by type of call, specialty, office location, or patient age. By faxing your on-call schedule to ZII, the right doctor is always on-call. As an option you can change your own on-call information by logging on to Zenithintegrated.com and following the easy to use instructions.
Message Delivery
ZII operators send complete text messages to the on-call doctor instantly, using an alphanumeric pager, text-capable mobile phone, PDA or any other method desired. ZII can easily interface with most paging companies or networks. Message content can be customized to include any special information required. We can even call the on-call physician at home in the evening during certain hours, to patch the call directly.
Confirmation
ZII's state of the art system features the "Chase" program, a unique method of ensuring the timely receipt of the message. ZII supervisors review each message, and then confirm second calls, STAT pages from hospitals, urgent patient calls deemed "priority", and any other message type so designated. Confirmation may also include consultations, doctor-to-doctor calls, all patient calls, or post-op patients. Best of all, you determine what level of follow-up you need. ZII's supervisory staff is committed to making sure your messages are delivered promptly, minimizing liability.
Documentation
Zenith Integrated, Inc. offers further protection with thorough and complete documentation. All of Zenith Integrated, Inc.'s inbound and outbound telephone lines are recorded and archived for up to five years. Zenith Integrated, Inc.'s Research Department can retrieve recordings or message prints for your review, helping to answer any questions. Zenith Integrated, Inc.'s Message Report options include fax and email delivery. Zenith Integrated, Inc. can send message reports to both fax and email addresses automatically. Message reports can also be accessed through M Zenith Integrated, Inc.™.
Diverse
Since Zenith Integrated, Inc. serves hundreds of practices from every specialty, Zenith Integrated, Inc. operators are required to handle a wide range of calls without limitations. This type of diversity is demonstrated in our operations staff. Bi-lingual Spanish-speaking operators are accessible 24 hours a day, making the barrier of language non-existent. In fact, Zenith Integrated, Inc.'s auto-attendant and voice mail features can be recorded in any language. All Zenith Integrated, Inc. operators and supervisors receive performance-based incentives to ensure high-quality service.
Dependable
Zenith Integrated, Inc.'s supervisory staff is here to answer any questions that you or your callers may have. Well-trained, professional operators are always available to make on-call changes, location adjustments, and account modifications. Zenith Integrated, Inc.'s technical and engineering staff is on-call around the clock to handle any type of technical emergency. Should disaster strike, Zenith Integrated, Inc.'s telephone lines, computers, servers and power sources are redundant, limiting service interruptions. Zenith Integrated, Inc.'s software is proprietary, providing flexibility in designing custom applications.
Proven
Zenith Integrated, Inc.'s client base has grown consistently, currently serving thousands of physicians in every specialty from coast to coast. Zenith Integrated, Inc.'s has a national call centers process a combined half million incoming calls each year. Even with this tremendous growth and volume, Zenith Integrated, Inc. has successfully maintained nearly 99% of its client base annually, by providing service where the focus is on each individual physician and patient. |
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