Q: Does ClientTell use a computerized voice?
A: No. We never use a computer generated voice. All scripts are recorded in a professional
studio. They are made in a warm, natural, human voice. We want your patients to feel as
welcome with our calls, as they did when the calls came from your own staff. Hear a sample appointment reminder call.
Q: What phone number is displayed on the caller ID?
A: The caller ID displays your clinic’s phone number. Patients will think that the call is coming
from your location.
Q: How do we send our data to ClientTell?
A: It is extremely easy to send your appointment file to ClientTell. Our support staff will
provide instructions for you to generate the data file. It typically takes less than 5 minutes each
morning to generate and upload the file. You can either upload it on our secure website or send
it via secure FTP. In addition, your IT department may be able to automate this process for you. File requirements can be found here.
Q: Is your service compatible with our practice management software/EMR?
A: Yes. We are compatible with any practice management and EMR software.
Q: Do we need to purchase any additional hardware
or software?
A: No. All that is required is your current practice management software and Internet access.
ClientTell's state‐of‐the‐art computer systems make all of your calls from our location.
Q: How do we see the results from our appointment reminder calls?
A: You can login to our secure website 24/7 and view the results of your appointment
confirmation calls in real time as they are being made. You can sort reports by patient name,
doctor name, date and time of appointment, date and times called, and result of call. You can
also view past reminder calls up to 60 days, as well as search for individual patients. View sample appointment confirmation report.
Q: When do you make the appointment reminder calls?
A: Patients are called up to 10 times a day between the hours of 12 pm and 8:30 pm of your
time zone. We can also accommodate specific call times. More than 90% of all patients that we
call hear the message.
Q: Do you leave appointment reminder messages on answering machines?
A: Yes. Our system detects answering machines and leaves the message twice to ensure that it is delivered in full. Answering machines are a wonderful way to leave messages. Patients are able to listen to their message repeatedly to fully understand what they need to do.
Q: Can patients confirm or cancel their appointment over the phone?
A: Yes. After they hear the message, patients can press 1 to confirm, 2 to repeat the message and 5 to cancel their appointment. The results of all of your calls are available online 24/7.
Q: Why sometimes the message starts after a longer pause and patients do not get response options?
The way the appointment reminder computers work is they are listening for noise and silence. This is the indicator which determines whether we are speaking to a person or an answering machine. Most people will answer their phone and say “hello”. This is short and the computer understands that most likely it is a person. With and answering machine, usually the message is “hello, you have reached…, the computer has to wait longer for the silence and therefore deducts that this is an answering machine.
Our capture rate for answering machines and individuals is very good. However, the computers can be fooled. For example, if someone answers the phone and there is a lot of background noise (kids, TV, etc.) this may sometimes fool the computer into thinking it is talking with an answering machine and it is waiting for silence. If the computer deducts that this is an answering machine it will leave the message twice without leaving response options.
On the other hand, sometimes an answering machine will answer and say hello and pause before the outgoing message starts. This fools the computer into thinking there is a live person on the phone and thus the reminder message will start early. To solve this problem, our computers are programmed to repeat the message on an answering machine or if a response option is not pressed. As a result, you should rarely hear that someone did not hear the whole message even though it may have started early (will repeat itself). Although the computer systems are not fool-proof, the percentage that they incorrectly answer a call is less than 1%.
Q: Can you make appointment reminder calls in other languages?
A: Yes. Appointment confirmations can be made in over 25 different languages. There is an additional fee for recording scripts in foreign languages.
Q: Can you record multiple scripts?
A: Yes. We can record multiple scripts. For example we can have one script for your first time
patients, another script for your regular patients etc. View sample appointment confirmation scripts
Q: Can the scripts be customized?
A: Yes. The scripts can be customized to include doctor name, location, procedure type, etc.
Q: Does ClientTell require a contract?
A: No. We do not require any contracts from our clients. We earn your business every month.
If our service does not work well for any reason, you may discontinue the service immediately.
Q: Can we test your service?
A: Yes, we provide a no‐cost, no‐obligation one month free trial to try the service and make
sure that it works for your group.
Q: Is ClientTell HIPAA compliant?
A: Yes. ClientTell will be a business associate of a covered entity under the Privacy Standards
implemented by HIPAA when it receives or creates PHI (protected health information) in the
course of providing services to the covered entity. ClientTell is indirectly regulated by the
Privacy Standards by virtue of being a business associate of a covered entity. The Business
Associate Agreement would require ClientTell to use and disclose PHI in a manner that would
not violate the Privacy Standards if done by the covered entity, among other things. The Privacy
Standards permit a covered entity to contact its patients regarding appointments.
Q: Can health care providers, use protected health
information to set up appointments without the patient’s
written consent?
A: Yes. The HIPAA Privacy Rule does not require covered entities
to obtain an individual’s consent prior to using or
disclosing protected heath information about him or her for
treatment, payment, or health care operations.
Q: Why should we choose ClientTell over your competitors?
A:
- We record multiple scripts at no‐additional charge.
- We reach over 90% of all patients that we call.
- Our customer service is unmatched. We do not utilize automated answering systems that route
our clients through menus when they call us.
- Live operators always answer the phone enabling us to immediately address any issues that our
clients may have concerning our services.
- Our staff manually checks your patient file every day before we start making phone calls to
ensure that the file is correct. We will contact your office if any problems occur.
- We provide the most comprehensive online reporting tools in the industry.
- We don’t require you to purchase any software or hardware to use our appointment
confirmation service.
- We never require a contract.
- We offer no cost, no obligation, 1 month free trial to every clinic within the organization that
wants to try our service.
- We are constantly upgrading our systems to provide our clients with the best technology
available. This is the advantage of the ASP model. All changes are made behind the scenes
without inconveniencing the client. We do not charge for upgrades, maintenance, etc.
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