FAQs
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- Will I lose control of my inbound calls?
- How skilled are your counselors in answering refractive questions?
- How do you handle emergency calls?
- How are the calls switched from our office to OptiCall?
- Can I secret shop OptiCall from prospect to consultation?
- Do you have any references or other practices who use OptiCall?
- What is your conversion rate from prospect to consultation ?
- How do I measure OptiCall's performance?
- How does OptiCall get to know our practice (doctor bios and credentials, technology platforms, etc.)
- How does OptiCall discuss the cost of procedure with a prospective patient?
- I have multiple locations; can OptiCall handle all of our offices?
- Do you have a bilingual staff?
- How is scheduling completed?
- What is the average time of a call?
- Can I expect an operator to answer all of our inbound calls or will they go into voicemail?
- What type of tracking tool is used to determine our call volume?
- What information do you collect from a phone call?
- Are you able to make appointment reminder calls?
- Are you able to send out mailings (seminars, promotions, etc...)?
- Do you establish a database of prospective patients?
- What will the vision counselors say?
- How do we know we are missing calls after hours?
- Does OptiCall provide telemarketing services?
- What if the economy drops and I want to get out of the contract?
- Do the counselors provide information on patient financing?
- Are the counselors trained on the latest technology?
- How are they trained on the latest technology?
- Will I lose control of my inbound calls? Absolutely not. Your office is in complete control over how calls are routed. You can transfer over individual calls to us or opt to re-direct dedicated marketing lines to our vision counselors in order to free up your front desk.
- How skilled are your counselors in answering refractive questions? Our vision counselors take part in a rigorous training program that includes shadowing experienced refractive counselors before they ever take their own calls. In addition to this initial training, we perform weekly quality control tests for our vision counselors to test their knowledge of the practices for which they are working.
- How do you handle emergency calls? Daytime emergency calls can be transferred directly to your office. Calls and voicemails received after hours can be provided a separate emergency numbered as determined by your practice.
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- How are the calls switched from our office to OptiCall? Calls are routed to our vision counselors one of two ways. If a patient is calling in on one of your regular office numbers, your front desk staff can transfer calls as needed. Similar to transferring an internal call, we can set up an external speed dial to reach our vision counselors - making the transfer completely transparent to the patient. If your practice uses an auto-attendant to triage calls, the number associated with new refractive prospects can be programmed to dial our offices automatically. Likewise, if your practice uses a number solely for refractive surgery marketing, that number can be programmed by the phone company to automatically route to us.
- Can I contact OptiCall posing as a consumer? We'd be happy to have you evaluate our service. You can even go as far as to have information sent to you so that you can see a sample of the letters and information packets we put together for our clients.
- Do you have any references or other practices who use OptiCall? We would be happy to furnish references upon request.
- What is your conversion rate from inbound call to consultation? Our conversion rates vary depending on your practice profile and marketing strategies. In general, we are currently experiencing between 75%-90% call to exam conversion, far better than the industry average.
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- How do I measure OptiCall's performance? The success of OptiCall can easily be judged by the increase in exam volume compared to the months before you started using our services. To help, we will deliver a monthly report that details call to exam conversion rates.
- How does OptiCall get to know our practice well enough to represent our doctors and services? Upon sign up, we will work with your office to develop a practice profile. This profile is built into a mini website on our system so that our vision counselors always have access to any pertinent information about your office.
- How does OptiCall discuss the cost of a procedure with a prospective patient? Our
approach is to essentially "cost justify" the
procedure for prospective patients,
as well as to present a variety
of financing options designed to
fit virtually any budget. . Our
counselors are authorized and trained
by CareCredit so we are able to
meet each prospect's individual
financial needs. In essence, we
become your practice's personalized
patient finance counselors.
- I have multiple locations; can OptiCall handle calls from all of our offices? Yes. OptiCall can easily work with practices that have multiple locations. However, please note that there may be an additional charge for those with more than two locations.
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- Do you have a bilingual staff? Yes. OptiCall does employ bilingual operators.
- How is scheduling completed? Scheduling is done via our relationship with Advanced M.D., which is an Internet-based scheduling system that offers mobility, customized reporting and tremendous flexibility for our practices. There is no additional cost to using Advanced M.D. as part of our OptiCall solutions.
- What is the average time of a call? The average call time ranges per practice, but generally speaking - most calls average between 4.5 minutes.
- Can I expect an operator to answer all of our inbound calls or will they go into voicemail? Voicemails are set up for patients that may call outside of coverage hours. During office hours, calls are handled by a live vision counselor. Occasionally, a caller may be put into a brief queue before the call is picked up. Our call logs indicate that queue calls are picked up within 30 seconds or less.
- What type of tracking tool is used to determine our call volume? Our phone system tracks every aspect of a phone call. We can track average time on the phone, calls that went to queue, and other efficiency measures. We also track inbound and outbound call time to the second.
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- What information do you collect from a phone call? We collect all pertinent demographic information about the patient. We also screen for the type of correction the patient is inquiring about to ensure that we are not booking non- candidates for exam appointments and evaluations. In addition, we collect referral information to help you track the effectiveness of your marketing efforts.
- Are you able to make appointment reminder calls? For our Elite program clients we can also provide outbound appointment reminder calls.
- Are you able to send out mailings for us regarding seminars or special promotions, for example? Our Elite program does provide outbound mail processing for appointment confirmations, vision correction infofmration packets, promotional programs, etc, at your request. Please note that additional mail charges will apply.
- Do you establish a database of prospective patients? Our
Elite level of service does provide
a database of all calls, and keeps
an active list of prospects that
have not scheduled an appointment
for future marketing opportunities.
- What will your vision counselors say to our prospects? The primary goal of our vision counselor is to appropriately screen and schedule highly qualified prospects into your office.
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- How do we know we are missing calls? The simple fact is that your prospective refractive patients are consumers. And as consumers, they will call at a time that is convenient to them - without thought about your practice's office hours. The CSA is designed specifically to learn more about calls coming in to your practice, and will give you real data that will then allow you to implement phone response services that match the consumer's needs.
- Does OptiCall provide telemarketing services? Due to current restrictions with regards to telemarketing, in addition to HIPPA rules, we currently do not offer outbound telemarketing services.
In conjunction with CareCredit, OptiCall can process your prospective database through the Pre Approve process. At that point, your Refractive Partners Business Advisor can work with you to determine the best ways to maximize those prospects that clinically and financially qualify for a procedure.
- What if I need to cancel my contract? After the initial 6-month period, you can end the contract with 60 days notice.
- Do vision counselors provide information on patient financing? We are signed exclusively with Care Credit for processing patient financing. OptiCall is able to act as your financial counselor for your refractive surgery program and can approve or pre-approve patients at any time during the process.
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- Are the counselors trained on the latest technology? Our counselors are trained by all of the major technology companies and have endorsements by AMO, Bausch & Lomb, Eyeonics, Intralase, Refractec, Visx and Wavelight, and their commitment to provide ongoing training.
- How are they trained on the latest technology? The Representatives for all of our vendor partners have committed to spending time with our counselors throughout the year to provide initial and ongoing training with respect to their technology. OptiCall is endorsed by many of the vision correction manufacturers for this very reason. Our collective goal is to deliver a consistent and accurate message as it relates to vision correction. An educated consumer that is both clinically and financially qualified will most likely become a patient of your practice.
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