Infectious Disease

Debra Ball — Office Manager

We have some unusual call flow requirements. We have three physicians who make rounds at seven different hospitals. PerfectServe allows the hospital staff of each hospital to get through to the specific doctor who's making rounds at that particular facility, rather than just being automatically routed to the doctor who's on call. Wrinkles like that are invaluable to us — and the PerfectServe people get it done.

That's also the kind of function that's too complex for a callcenter operator to master, because it's always changing, always new. And when the operator is handling calls for fifteen other practices, there's no way they're going to keep it straight.

We have different levels of call flows. For example, other physicians or office staff who call our office can bypass the patient menu and get straight to the person who can help them.

We were very pleased with how smooth and easy the transition to PerfectServe was. They had no trouble accommodating our fairly complex call flow. They worked with us to get it to where it needed to be.