Hospice care centers have their own specialized needs when it comes to call handling but one thing is certain — every call must be answered.
“Our clients need to be able to talk to a live person 24 hours, 7 days a week,” says Michelle Garcia, Office Manager of Pro-Care Hospice in Oxnard, California, “So Alert covers our phones after hours, on the weekends and sometimes during regular business hours if needed in case of an emergency.” Hospice and home-healthcare callers can be patients or family members reaching out for advice and counsel during very stressful times. Alert’s agents are specially trained to treat these callers with great care, understanding and respect. Not only are they knowledgeable about the industry, but our agents understand the different types of questions and concerns hospice patients and their caretakers have. We also provide bilingual services at no extra charge, making it easier for callers to communicate needs or concerns.
Alert’s customized call protocols ensure agents capture all critical information and handle each call appropriately, based on the callers answers to questions. We also provide customized client call reports that show the caller’s information and needs, who was contacted and the response time.
“The customized reports are a great way for our agency to have a tracking system that corresponds to our on-call nurses notes to make sure all situations were handled in an appropriate time and manner”.
Alert’s trained agents are a critical link between hospice care centers and their clients. Our services are only a phone call away, 24 hours a day, for hospice patients and their caretakers.
Frances Starr, Director of Sales & Marketing for Alert Communications. Alert Communications provides 24/7 call answering support including: physician answering service, hospice answering service, home healthcare answering service, and medical equipment supply answering.