Creating rapport with patients and respecting the doctor/patient relationship are key to successful selling in the medical profession. The team at On-Site TM, a virtual Call Center operation that works with medical professionals to introduce new products or services to doctors’ patients, understands the importance of doctor/patient relationships, and provides value-added services to their clients.

 

For more than 18 years, On-Site TM, headquartered in Delray Beach, has delivered highly productive, affordable outbound calling programs that produce excellent results for small to medium sized businesses. The company’s success hinges on the quality and performance of its telephone professionals, team leaders and managers.

 

On-Site TM works with medical equipment providers to sell products such as Lyric© an invisible extended-wear hearing aid, and services, such as concierge programs. Doctors and other medical professionals provide patient lists, and the On-Site team calls as on behalf of the doctor’s office. The company’s state-of-the art Internet based phone system allows its representatives to place calls using the medical office phone number so rapport is gained instantly.

 

For the past several years, On-Site TM has focused specifically on supporting the medical industry. “This is a different market than most,” said Richard Siegel, principal, who founded the international company in 1990. “You must be respectful of the doctor/patient relationship. Few companies are working in this niche, and few know how to do it right. Our team understands that doctors have worked hard to build a trusting patient relationship which must not be jeopardized. We also understand the financial strain on medical professionals and recognize that anything we can do to help the practice grow is a real plus. Typically, 5-8 percent of the patients we call will express interest in additional products or services.”

 

On-Site TM telephone professionals consider themselves part of the doctor’s team. “We work hard to understand our clients’ business and customize our calling programs to market the specific strengths of the doctors,” said Siegel. “Our goal is to generate interest in products or services that will result in additional revenue for doctors without jeopardizing their long-standing doctor-patient relationship.”         

 

Doctors also benefit from list verification to update their files.

 

According to Siegel, On-site TM professionals sell with “kid gloves.” While they are “politely persistent,” they are never “pushy” callers who interrupt someone’s dinner. They are trained to interact with patients to provide information rather than trying to “hard sell.”

 

“Our team is composed of intelligent, friendly and passionate people who go to great measures to meet our clients’ needs,” he said. “We foster that passion and actively encourage employees to develop their skills, knowledge and experience through continuous learning.”

 

On-Site TM’s professionals have an outline script, but are allowed to vary their conversations to meet the needs and pace of the person they called. They are prepared for the most likely situations that will occur, and can take the call from there. No two calls are treated alike.

 

“We are totally Health Insurance Portability and Accountability Act (HIPAA) compliant,” said Siegel. “Having been a victim of identity myself, I am particularly sensitive to this issue. Patient names and phone numbers are transmitted to us using a secure website that follows strict HIPAA guidelines. Each medical office has its own database and only specific workers are permitted access. Finally, only my general manager and I are able to download any patient information.”

 

On-Site TM also specializes in generating leads for records management companies involved in file storage, shredding, scanning, digital imaging, tapes or vaulting. ”As the business of records and information management becomes increasingly complex with the emergence of new technology, we stay informed on the latest industry regulations,” said Siegel.

 

Satisfied clients appreciate the service-oriented professionalism of On-Site TM. “The On-Site appointment generation program and the allure of Lyric© was a highly effective way of motivating patients to come into our office,” said a Delray Beach physician. “It was so effective that it even got back patients into our office that we had previously not had success with. I would not hesitate to utilize this service again.”

 

Siegel noted that one of the most critical things medical providers have to do is stay in touch with patients. “Without question, the best way is by phone with human interaction,” he said. “Office personnel in doctors’ offices are busy doing other things, and most don’t have time to make sales-oriented calls to patients. We focus on what we do best – achieving excellent telesales results — so the staff can concentrate on their business operations.”