FAQ - Billing solutions and medical answering services for optometrists from My Business Care Team
General Information
  • What is My Business Care Team?
  • My Business Care Team is a specialized call answering service designed specifically for optometry and ophthalmology practices. Our team of trained professionals provides personalized phone support to manage appointments, answer patient inquiries, and offer information about services, ensuring your practice runs smoothly and efficiently.

  • How does My Business Care Team differ from standard call answering services?
  • Unlike general call answering services, My Business Care Team focuses solely on the unique needs of optometrists and ophthalmologists. Our agents receive specialized training in the field, enabling them to handle medical-specific inquiries, understand the nuances of eye care services, and offer a level of expertise and care that matches the professionalism of your practice.

Services Offered
  • What services does My Business Care Team provide?
  • Appointment scheduling and confirmation
  • Patient pre-screening and information gathering
  • Answering service-specific questions (e.g., services offered, insurance accepted)
  • Emergency call handling and escalation to designated contacts
  • Customized call handling instructions based on your practice’s protocols
  • Can My Business Care Team integrate with my existing practice management software?
  • Yes, our service is designed to integrate seamlessly with most practice management software, ensuring appointments and patient inquiries are directly updated in your system in real-time accuracy and efficiency.

Pricing and Contracts
  • How is pricing structured for My Business Care Team services?
  • Pricing is based on the volume of calls and the level of service required. We offer various packages to suit different practice sizes and needs. Contact us for a customized quote.

  • Is there a long-term contract requirement?
  • We offer flexible contract terms, including month-to-month options. Our goal is to provide services that meet your needs without locking you into long-term commitments.

Getting Started
  • How quickly can My Business Care Team services be implemented?
  • Services can typically be implemented within a few days to a week, depending on the complexity of your requirements and the integration needed with your practice management software.

  • What training does My Business Care Team provide to its agents?
  • Our agents undergo rigorous training in both customer service excellence and specific knowledge about optometry and ophthalmology practices. This includes understanding medical terminology, common eye conditions, and the specific protocols of your practice. We do several rounds of interviews along with language, skills, and customer service testing.

Privacy and Compliance
  • How does My Business Care Team ensure patient confidentiality and compliance with HIPAA?
  • We adhere strictly to HIPAA guidelines to protect patient information. Our agents are trained in HIPAA compliance, and we employ secure systems and processes to ensure all patient data is handled with the highest level of confidentiality and security.

Recruitment and Selection
  • How do you select agents to work with optometry and ophthalmology practices?
  • We have a rigorous selection process that includes evaluating candidates’ communication skills, empathy, understanding of the healthcare sector, and specifically their knowledge or ability to learn quickly about optometry and ophthalmology. Candidates go through interviews, skill assessments,and background checks to ensure they meet our high standards.

Training and Onboarding
  • What is the onboarding process for new agents, and how do you ensure they are ready to represent my practice?
  • New agents undergo a comprehensive training program that includes an introduction to optometry and ophthalmology, customer service excellence, handling sensitive patient information, and HIPAA compliance. They also receive specific training on your practice’s protocols and preferences. Agents must pass assessments before they start answering calls for your practice.

Performance Monitoring and Quality Assurance
  • How do you monitor and evaluate agent performance?
  • Our quality assurance program includes regular monitoring of calls and other interactions, performance reviews, and feedback sessions. We use a combination of metrics, such as call handling time, patient satisfaction scores, and adherence to protocols, to evaluate agent performance continuously.

  • What steps do you take if an agent’s performance does not meet expectations?
  • If an agent’s performance falls short of our standards, we initiate additional training and coaching and closely monitor their progress. Continuous evaluation ensures that any ongoing issues are addressed promptly, with reassignment or removal from the service as a last resort.

Agent Support and Development
  • How do you support your agents’ continuous learning and development?
  • We provide ongoing training opportunities, including advanced courses in healthcare communication, customer service, and the latest developments in optometry and ophthalmology. Regular feedback sessions and career development plans are part of our commitment to supporting our agents’ growth.

Staffing and Scheduling
  • How do you ensure adequate staffing to handle call volumes, especially during peak times?
  • We use historical data and predictive analytics to forecast call volumes and schedule our staff accordingly. This ensures we have enough agents on hand to handle calls during peak periods, including holidays and promotional events, without compromising on service quality.

Communication and Feedback
  • What mechanisms are in place for my practice to communicate with agents or provide feedback on their performance?
  • Practices can communicate directly with their dedicated account manager to provide feedback or discuss any concerns. We also have a structured feedback process that allows practices to submit comments on agent performance, which we use to make continuous improvements.

Handling Sensitive Information
  • How do you ensure agents handle patient information securely and comply with privacy laws?
  • Agents receive training on HIPAA compliance and the importance of patient privacy. We use secure systems and processes to protect patient information, with regular audits to ensure compliance with all privacy laws and regulations.

By addressing these aspects of agent management, My Business Care Team aims to build trust with optometry and ophthalmology practices, ensuring that the service not only meets but exceeds their expectations in providing expert call answering support.

Support and Issues Resolution
  • What support is available to practices using My Business Care Team?
  • We provide dedicated account managers for each practice, along with access to a support team available via phone, email, or chat. Our goal is to resolve any issues quickly and efficiently.

  • How can I provide feedback or request changes to the service provided by My Business Care Team?
  • Feedback is crucial for us to serve you better. You can contact your account manager directly or use our dedicated feedback channels to request changes or provide suggestions.

Understanding the Training Process
  • What does the training process for My Business Care Team agents involve?
  • Our training process includes several phases: an initial orientation to the healthcare industry, specialized training in optometry and ophthalmology terminology and common conditions, customer service excellence, HIPAA compliance, and hands-on practice with simulated calls. Agents also receive specific training on the software and tools used by different practices.

  • How long is the training program for new agents?
  • The duration of the training program varies depending on the agent’s prior experience and proficiency but typically ranges from 2 to 4 weeks. This includes both theoretical learning and practical application to ensure agents are fully prepared.

  • Are My Business Care Team agents trained in handling sensitive patient information?
  • Absolutely. Part of our comprehensive training includes rigorous instruction on HIPAA compliance and best practices for managing and protecting sensitive patient information. Agents are tested and must demonstrate a clear understanding of these practices before handling live calls.

  • Do agents receive ongoing training after their initial onboarding?
  • Yes, ongoing training is a crucial part of our approach. Agents participate in regular training sessions to refresh their knowledge, learn about updates in the optometry and ophthalmology fields, and improve their customer service skills. This ensures they remain effective and up-to-date on industry standards.

Customization and Practice-Specific Training
  • Can the training be customized to fit my practice’s specific needs?
  • We offer customizable training modules to align with your practice’s unique procedures, services, and patient care philosophies. During the setup process, we work closely with you to understand your specific requirements and incorporate them into the agent training program.

  • How are agents trained on the specifics of my practice, such as services offered and scheduling preferences?
  • As part of the customization process, we gather detailed information about your practice, including services offered, team members, scheduling preferences, and common patient questions. This information is integrated into the training modules to ensure agents are well-versed in your practice’s specifics.

  • What measures are in place to ensure agents accurately represent my practice?
  • Our training includes role-playing exercises and simulations tailored to your practice, allowing agents to practice scenarios they’re likely to encounter. We also implement quality assurance measures, including call monitoring and feedback sessions to ensure agents consistently meet our high standards and accurately represent your practice.

  • Is there a feedback mechanism for practices to contribute to the training process?
  • Yes, we highly value feedback from our clients and incorporate it into our training program. Practices can provide feedback directly to their account manager, who will work with the training team to adjust the training content or focus areas as needed.

man smiling and looking at the camera