5 Things to Look For in a Call Integration System

A busy, overwhelmed front desk is a common sight in almost every medical practice. Luckily, modern innovations have made call management more efficient, thanks to call integration technology. However, not all call integration systems are created equal. There are distinct characteristics that separate a great platform from a bad and mediocre one. Knowing what they are could save you, your staff, and your patients from a great deal of stress and hassle.

Inefficient call management isn’t just a burden to your front desk staff. Its adverse effects could hurt different areas of your practice, from patient satisfaction, staff retention rate, and your bottom line. Similarly, a flawed call integration system can even exacerbate existing problems.

Your staff, patients, and your practice deserve nothing less than the best. Choose a system that not only addresses your current call management issues but ultimately streamlines your entire call workflow.

What is Call Integration?

Before we get into the specifics, it’s essential to understand what call integration is. The terms “call integration,” “computer telephony,” and “integrated calling” essentially mean the same thing. It’s a system that leverages computer technologies to enable users to receive and make calls using desktop computers and mobile devices like tablets.

By combining the traditional telephone with the power of computer systems, users gain access to a wide range of enhanced control and personalization options that make call management faster, more convenient, and efficient.

So what should you look for in a call integration system?

1. EHR-Integrated

Call integration technology isn’t necessarily new. Call centers have been using this technology for years. However, most commercially available systems are not tailored to the specific needs of a medical office. That’s why it’s essential to opt for a system that’s directly linked to your EHR software.

Having your call integration system integrated with your EHR offers many advantages. For starters, you won’t have to worry about HIPAA compliance since EHRs and their peripherals are regulated by the Department of Health and Human Service (HHS) and required to comply with HIPAA guidelines. Plus, you’ll save on maintenance and the integration costs of third-party software.

Read More: Telehealth Security: How EHRs Protect You From Cyberattacks

EHR-integrated phone systems are built with medical practices in mind, so you can rest assured that you’re getting a piece of technology that meets the unique needs of a medical office.

2. Click-to-Call Feature

The purpose of call integration is primarily to automate your call management workflow to improve overall practice efficiency. That means eliminating manual processes like dialing phone numbers.

Read More: 3 Ways to Implement Automation into Your Practice Management Software

A robust call integration system should bring your contacts within a click away. Don’t waste time darting back and forth to get a patient’s number to make and receive calls. Look for digitization to make the process faster, more convenient, and even reduce errors like dialing the wrong number.

3. Good Tracking Capability

One of the drawbacks of traditional voice-based telephone systems is their limited tracking capability, an inadequacy that a call integration system can address. Call tracking provides you with crucial data to help you make smarter decisions and improve the overall call experience, both for your patients and staff.

Whether it’s monitoring your key performance indicators (KPIs), identifying your peak call hours, or improving call forwarding, call tracking provides you with timely, actionable information, allowing you to make data-driven decisions.

4. Integrated Voicemail Management

Missed calls mean lost revenue. Every time your clinic’s phones ring, a patient with a potentially time-sensitive issue waits at the other end of the line. While it’s ideal to answer all inbound calls, the reality is that sometimes your staff is busy with other calls or tasks. That’s why voicemail management is a must-have feature in a call integration system.

Imagine viewing all messages in one window and instantly pulling up patient files when you click on the voicemail. It saves your staff time and allows them to get back to your patients quicker.

5. Instant Records Access

Manually pulling up patient records every time someone calls in is time-consuming and simply inefficient. When looking for a call integration system, make sure that records access is a part of the automation process.

Automating records access means that whenever a call comes in from a number associated with a particular patient file, that file instantly pulls up. This simple feature saves the caller time from being put on hold and unburdens your staff simultaneously.

Answer the Call for a Better Call Management Software

The telephone has made the world a smaller place — connecting us despite geographical barriers. But in a fast-paced environment like a medical office, where a patient’s health and safety are at stake, it’s no longer geographical barriers you need to break but inefficiency.

Call integration isn’t necessarily new tech. It’s been around for quite some time now. But it still has the power to revolutionize your office and propel your practice forward. Meditab understands the importance of a streamlined call management workflow. That’s why it introduced IMS Caller into the all-in-one IMS system, along with seven other office management tools.

As a part of the Electronic Medical Office (EMO) suite, IMS Caller is a call integration solution designed specifically for medical practices. All the tools and features you need to make call handling more efficient are in one robust system. Empower your practice to always just be a call away with IMS Caller.