FAQ
1. What number do I have my patients call?
Your patients will continue to call your office number. There is no change required. In fact, you have full control of when your calls are forwarded to Off Site Staff. You either forward the calls or you don’t. It is always up to you.
2. Do you answer with my practice name?
Yes, when a call is forwarded from your office, our receptionist automatically is reminded prior to picking up the call how the call should be answered.
3. How do you know how to answer questions about my business?
Our service is specifically designed for chiropractic offices and we already know your industry well. In addition, every client account includes a customized “Directions” Page with all the pertinent information unique to your practice. This page can include the exact information that you want shared with your clients, exactly the way you prefer it to be presented. When asked questions about your practice, this is the information that the receptionist will be referring to. And a link to this page can be forwarded to every new patient scheduling an appointment with your office, according to your preference.
4. Do I have to have a computer?
No, technically you don’t… but it sure helps.
Required:
- The ability to turn on and off forwarding for calls to your primary incoming phone line.
Recommended (but not absolutely necessary):
- Broadband internet access with reliable computer at treatment/office location.
- Computer or Cell phone, pager, tablet or other mobile device that can receive text messages.
- Alternate phone number for urgent patient call re-routing back to your office during coverage hours (subject to your preference).
5. How do I get started?
Starting up is easy. Just call our office at (888)683-2870. Our receptionist will schedule a time for an interview with our setup specialist so that we can establish all the relevant practice details we need to schedule properly for your office. Then we will have your service up and running within 24 to 48 hours.
6. How is billing handled?
Charges are billed on a calendar month basis, based upon the base plan you select plus any in-call minute usage for calls answered by our live receptionist that exceed your base plan. And your minutes only accrue charges when the calls are handled by our live receptionist.
7. How much does the service cost?
The cost of the service is dependent on the time it takes our receptionist to personally handle your calls. We charge on a “time of engagement” (or per minute) basis. We will recommend an appropriate plan based on the number of calls you receive each day and how long we need to spend on each call. Refer to the Pricing page for the specific plans costs which range from $75 to $799 per month.
8. How do you know that a call coming in is for my office?
Our system recognizes the number from which the call was forwarded (your office number) and announces that information to our receptionist immediately prior to connection with your customer.
9. How do I know what appointments came in?
You are notified by voicemail and/or text. We also suggest that you keep your online calendar open on your computer in the office for real-time calendar updates as well. Note that this notification service is particularly well suited to notifying massage staff of their scheduled appointments as well. No more having to personally call the therapist every day.
10. How do I make changes to my account?
Email your request to support@offsitestaff.net or you can call our business office any time at (888)683-2870.
11. Can you accommodate appointment re-scheduling?
Yes, we have the ability to schedule recurring appointments.
Many offices email a list of newly rescheduled appointments they made during the day to the Off Site Staff office at the end of the day and the Off Site Staff adds them into the system at the beginning of the following day.
Some offices provide their patients a dedicated phone with the live Off Site Staff scheduling desk on speed dial. With a calendar on the wall, patient’s will find this a very easy and convenient way to schedule.
Other offices add patient re-schedules or other events that affect office availability for Off Site scheduling of patients into their secure online calendar. Notifications of these changes are automatically relayed to our Scheduling Desk and are incorporated into the schedule with new appointments added to the patient and staff notification and confirmation system.