In our last post, we wrote about our experience at the Rocky Mountain Dental Convention. We always learn new and interesting things. Michele attended a session and saw a demonstration of a VOIP (Voice Over Internet Protocol) phone system. These systems can integrate with our practice management software (schedule, notes, x-rays, etc.). After researching various VOIP systems, we settled on one that integrates with another software program we use to, for instance, send you text reminders of your upcoming appointments. The transfer of our phone number occurred last Friday.
What You Can Expect
Under this new system, when a patient calls, a popup appears with a patient’s name, last and upcoming appointments, etc. This happens before we even answer the phone. With this information, we will no longer have to go into our system to do a search under your name. This will be a time saver for all involved.
The new system also allows for a lot of automation of phone messages that Michele used to have to record fairly frequently. If, for instance, you experience a dental emergency during hours we are closed, you will no longer be given a number you need to call to talk to a doctor. Instead, patients will merely need to press 1 (as instructed in the message) to be transferred to the on-call doctor.
Because calls will come in over our internet instead of a phone line, there is always a possibility that we could have an interruption in our internet service. This would result in our inability to receive calls. We’ve only had internet access issues a handful of times in the 15 yrs we’ve been at this location. We do have cell phone apps that are supposed to allow us to receive calls on a temporary basis if need be.
As with any new system and new phones, we have a few wrinkles to iron out as we experiment with the best way to use them. If you have any feedback that might be helpful, we would appreciate hearing from you. Our office number is 719-634-8458. Thank you!