Confero Medical Legal Svcs: Mystery Shopping

Healthcare mystery shopping and audits uncover:

Appointment setting process: Rings to answer, time to reach reception, courtesy, explanation of COVID 19 or flu season screening, entry requirements and best practices
Staff appearance: Uniforms, name tags
Staff procedures and compliance: Patient greeting, check in, HIPAA/privacy, courtesy
Facility appearance and cleanliness
Promotional materials
Waiting area appearance and comfort
Digital media broadcasts in the waiting area
Wi-Fi access in the waiting area
Printed materials in the waiting area
Service and compliance within hospital food service providers, banks and credit unions, gift shops, pharmacies & medical device providers

Law office telephone mystery shopping uncovers:

Information gathering skills by the intake specialist
Courtesy, friendliness, and efficiency of intake staff
Attorney skills such as providing correct information in a clear manner
Closing skills, such as asking for the appointment or asking the caller to move on to the next step
Compliance with your firm’s own standards
Mystery shoppers use specific scenario details to fit your law firm’s situations and offerings
Social media monitoring is also available for your practice in our easy to use tool.

Case Studies

Intake staff at Law Office: Are employees following standards?

Over the years, Confero has partnered with a law firm to gather details on phone calls between associates and potential clients. Prospective clients begin with a phone call to the firm, making it a crucial evaluation point. If the associate does not make a favorable impression, the caller is likely to contact other law firms […]

Communication in Healthcare: Is it Clear?

A medical device manufacturer approached Confero about filling in the blanks on an important element of the company’s sales process. The manufacturer needed details on how doctors’ offices presented their product’s information when they received phone inquiries about the device. What did prospective patients hear when they called to inquire about the product and the medical […]

Physician Referrals and Patient Service

Confero partnered with a New York hospital to gather information on how associates in the referral call center met the hospital’s benchmarks. They wanted to know if call center agents were referring doctors in the correct order, as presented online, to ensure an equal number of referrals to each participating doctor. This information could then […]

What Our Clients Say

Thanks for the great summary. We do intend to start a program again in a few months with modified surveys surrounding new things happening with the practice. Your company has been a big help in restoring our customer service scores.

Orthopaedic Practice

Health Center Administrator

Blogs

Telephone Mystery Shopping Questions

07 Jul, 2009 by Confero Inc.

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions. Of course, firms need...

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