1. Look At Call Recording Right Away!!
If the facility is in the process of implementing electronic records (EMR) or electronic health
records (EHR), adding call recording and reporting to the existing business model can
substantially streamline operations, optimize patient relations and provide exact
documentation of patient interactions so that users can playback recordings to reference
errors and omissions.
Call Recording & Call Reporting - The Right Solution for Any Practice
Quality Assurance:With the recording of inbound and outbound calls, supervisors and
administrators have confidence that information is being communicated correctly to patients
and in alignment with HIPAA regulations. Call recording gives administrators and supervisors
the ability to listen to calls so that they know exactly what is being said and what isn't being
said. The key here is to share these recordings with staff so that they know exactly how to
handle similar situations in the future.
Liability Protection:Malpractice and licensing complaints deal at least in part with
information that is communicated over the phone between physician and/or staff and the
patient. With call recording, it's easy to locate, retrieve, play back and securely share phone-
based conversations with administrators, clinical nurse supervisors, attorneys and additional
staff in the event that litigation ensues.
Proof-of-Call:Call recordings are an excellent and exact means of providing proof-of-calls to
administrators, supervisors, staff and patients. For example, healthcare providers who
charge no-show fees to patients have documented proof that their staff called the patient
prior to the appointment to confirm the date and time. No longer are there 'he said, she said'
situations since the call is recorded and can be easily played back for review. Having this
monitoring device in place can have a substantial impact on revenues that would otherwise
be lost without having a way to prove the call took place.
Train & Coach Staff:Reviewing what is being said during provider/patient communications is
a great tool for coaching and mentoring staff. Administrators and their employees can listen
to playbacks together and discuss call standards and how certain situations should be
handled. The review of telephone calls can also easily be made part of telephone-based
employee performance reviews.
Streamline the Receipt of Insurance Claims and Payments: With call recording in place,
the facility has the specific date and time a call took place. For example, if an insurance
company calls and provides information that the facility will be paid on a certain date/time;
there is proof of this information. If payment is not received in a timely fashion, this
documented recording helps clearly state the facility's case in order to resolve the situation.

2. Superior Usability: Call Recording solutions that have browser-based, Web interfaces are
usually the easiest to adopt by healthcare facilities, providing a manageable learning curve
for both supervisors and staff. When researching different solutions, one should look for a
system that is easy to work with, understand, and customize for his/her specific needs. For
example, features such as creating 'Hot Lists' of important calls, such as 'Good Calls' and
'Bad Calls' can be critical in teaching and training new employees about exactly what should
be said and what should not be said during provider/patient interactions.
Improve Patient Relations:Most healthcare facilities have hundreds of incoming calls per
day -- a large amount of data and communications to manage. Discover Oak Recording,
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