Medical practices are traditionally what answering services are known for. At Allgood Communications, we are friendly, accurate and offer HIPAA and HITECH compliant messaging solutions. Tailored services for the Medical Community include the ability to have multiple messages slips, individualized instructions for each doctor, digital call logging, and dispatch documentation.
When our medical clients are on service, providers and their patients can rest assured that all calls will be answered by a service specialist. All the work we do is handled in a time sensitive, courteous and professional manner that is proven by the Award of Excellence programs we participate in yearly.
With our advanced technology platform, we are able to offer tailored solutions to meet the specific and diverse needs of each provider for whom we answer. Please click on the links below for more information about each feature.
Our Web Portal gives you real time access to your messages from any smart phone, tablet or PC. You get access to your messages (up to 60 days old) and have the ability to deliver current messages, print messages or forward them by e-mail as appropriate. Some of our clients use the Web Portal in conjunction with conditional call forwarding. If they are too busy to answer the phone, are working with a client or out of the office, those calls automatically forward to us. We answer those calls and take a detailed message. This way our clients stay focused on their work and use our Web Portal to keep up with their messages. Managing your messages online has never been easier. Every call is answered. Our secure Web Portal is HIPAA and HITECH compliant and is suitable for all medical clients.
SMS Text Messaging
Standard SMS is not suitable for dispatching of any messages containing Protected Health Information. Accordingly we do not use this dispatching method for our medical clients.
Secure Text Messaging
Allgood Communications has its own Secure Text Messaging application. When Protected Health Information (PHI) is transmitted over the public Internet, a secure connection is a requirement. Traditional SMS text messaging does not meet this standard. Our Secure Text Messaging app is HIPAA / HITECH compliant for medical message dispatching. The app is supported on all iPhone and Android devices.
Here’s how to get started. On your phone or device, go to Google Play or Apple’s App Store as appropriate. Download and install the free Startel Secure Messaging Application. Just search for “Startel.” The entire process takes about a minute, start to finish. For each device you’ll need to get a registration ID from us which must be entered into your phone to activate the secure messaging service. We give you that ID over the phone and help you register your phones. Then you’ll be sending and receiving secure messages right away. It’s that easy.
Our secure messaging system is also available to use peer to peer at no additional cost. That means you can send and receive secure text messages to and from colleagues who have the application enabled on their phone. It’s fast, efficient, secure and reliable. There is no additional messaging charges from us and no SMS carrier charges apply either. Our Secure Messaging application has been designed to be the best secure text messaging solution available for medical clients.
Even though e-mail is among the most popular methods of communication in the world, it is no longer suitable for most medical clients since standard e-mail messages are not encrypted. Alternatively, your messages can be dispatched using our Secure Messaging application, via FAX, or accessed through our secure Online Message Retrieval portal, among other methods described in this section.
Because of HIPAA, medical clients are now required to use data encryption to secure their e-mail communications that contain PHI. Allgood Communications now offers encrypted email solutions that are HIPAA / HITECH compliant. There are practical limitations to e-mail encryption, but in certain situations it can be a satisfactory solution.
If you are interested in adding encryption to your e-mail messages and e-mail message reports, please contact us.
Your messages can be faxed to you at preset times each day or as they come in and dispatched to one or multiple fax destinations. If you prefer, we can send them to you in a daily message summary report each morning. We can also include our message documentation so you’ll know the time the call came in and everything we did in handling each call. Standard Faxing is HIPAA and HITECH compliant and is suitable for all medical clients.
In markets where alphanumeric paging is still available, we can dispatch detailed messages to you in a format similar to SMS texting to your pager. Alphanumeric paging often eliminates the need for you to confirm receipt of the message. To help protect you against delays in getting back to the caller, we ask callers to call back if they don't hear from you or the on-call within fifteen minutes. We utilize Tele locator Alphanumeric Protocol (TAP) available from paging service carriers which is similar to the protocols used when faxing. HIPAA/HITECH risk analysis has beendetermined risk to be minimal and TAP is allowable for communication purposes.
In markets where digital paging is available, our system can page you with your office number or with the caller's telephone number. Typical applications for digital paging are when we send your office number, this alerts you to check in with a service specialist for an important message. Alternatively we can send the caller’s number to alert you to return a call the original caller without contacting us. Your digital pager can also be used by our system to alert you to check in for a voice mail message. Digital paging is HIPAA and HITECH compliant.
Conference Calling (Call Patching)
For urgent and emergency situations, our agents can place a caller on hold, call you and connect you with the caller. If we know the situations that warrant it, we can easily patch your callers through to you. Call patching is convenient and eliminates the need for you to make return phone calls. Use our call patching service during overnight hours, when driving, and anytime you need the added convenience.
Voice Mail Retrieval
You can call our check-in line and listen to your messages as recorded by the service specialist who took the call. This optional service provides added accuracy and detail. Each message is saved into your voice mail box as they come in. Our voice mail system can also alert you with a text message or digital page for all messages or just urgent messages.
You can always check in with us by calling your office number when you are on service. When we answer, please identify yourself and ask our service specialist for your messages. When checking in, if you have a special request or need to change who is on call, ask to speak to the supervisor on duty.
We can call you and relay each message right away, according to your instructions. This is the most labor intensive and expensive messaging service option we offer. Message relay works best when you or your on-call staff are readily available to take messages with pen and paper handy.
Automatically archiving your caller’s messages and call detail information can help protect your organization proactively. With our Message Archiving service, Allgood Communications will store your message history for up to three years. Should you ever need this service, our system allows you to request messages and associated call documentation for a specific day or date range. Once a message is marked as delivered in our system, the message content cannot be altered. All documentation associated with a call such as time stamps, operator initials and dispatching activities become part of your historical call archive.
Customized Caller Databases
Our system provides the ability to capture and store specific information about each of your callers as their call comes into us.This process builds a personalized database of your customers including information such as names, addresses, phone numbers, account numbers, contract information, date of birth, and any other information you’d like us to gather from your callers.
Using this data is a great way for you to track which of your customers called and more importantly knowing who they are. Your customer database can be securely accessed through our web portal. Additionally, if you need regular access to this information, we can configure our system to send you updates in a pre-specified file format on a daily, weekly, or monthly interval. Your database can also be configured to pre-populate fields in the message slip based upon caller ID. Databases reduce mistakes and allows us to get through your callsfaster. This way our service specialists can confirm caller information rather than asking them for the same information each time they call.
To find our more on how to set up a Customized Caller Database, please contact us.
Whether patients are hospitalized, needing to speak with the on-call physician or requesting an appointment, it is important for them to know that their call will be answered courteously and handled professionally. Please contact our office to discuss how we can help your healthcare practice with the messaging and dispatch solutions we offer.
“We Are Your Business Associates”
" Thank you for your services. We have been with your company for a long time. Great service and we feel very much at home with you. "I.C. (NTC Client)