As the U.S. population ages, medical practices increasingly serve a significant percentage of older patients. According to the National Institute on Aging, the number of adults over the age of 65 is expected to reach 95 million by 2060, comprising nearly one in four Americans. 

As a result, medical practices must be prepared to meet this demographic group’s unique needs and preferences.

Managing Call Volume

Managing call volume is one of the most significant challenges medical practices face when serving older patients. 

Many older adults are more comfortable communicating via phone calls than through other forms of technology, such as email or patient portals. According to a study published in the Journal of Medical Internet Research, nearly 60% of patients over 65 prefer phone calls over other communication methods.

Managing a high volume of phone calls can be a challenging and time-consuming task for medical practices. It is essential to answer calls promptly to provide high-quality service to patients. 

However, managing the phone lines can detract from the quality of care that the clinic can provide. Patients may have to wait on hold for an extended period, leading to frustration and dissatisfaction with the service.

Multnomah Orthopedic Clinic: A Case Study

Multnomah Orthopedic Clinic, a medical facility in Portland, Oregon, faced these same challenges in managing its phone services. Most of their patients were over 65 and preferred to communicate via phone. 

The high volume of calls made it challenging for in-office staff to manage their workload effectively, resulting in long wait times and decreased patient satisfaction.

Solving the Challenge

Multnomah Orthopedic Clinic partnered with Edge, a remote staffing solutions provider, to address this challenge. Edge provided the clinic with two pre-trained, full-time staff members to help in-office staff minimize phone call overload. 

The remote staff members were trained to handle various phone calls, including general inquiries, appointment scheduling, and insurance verification. They were also familiarized with the clinic’s electronic health records (EHR) system and policies and procedures, allowing them to provide efficient and effective services to patients.

Results

The partnership between Multnomah Orthopedic Clinic and Edge was highly successful. 

With Edge’s help, the clinic achieved a 70% reduction in call wait time, allowing patients to receive prompt and attentive care and greater satisfaction with the clinic’s services.

The approach to staffing also freed up at least 2-4 hours daily for on-site staff, allowing them to focus on other essential tasks. 

Additional Challenges of Serving Older Patients

Call volume is one of many challenges that medical practices serving older patients face. Older patients may also require additional assistance in managing their healthcare. 

According to a National Institute on Aging report, older adults are likelier to have chronic conditions and multiple health issues. 

As a result, they may require more frequent medical appointments, medication management, and coordination with other healthcare providers.

This increased need for medical care can strain medical practices, particularly those that rely on in-house staff to manage these tasks. 

However, remote staffing solutions providers like Edge can provide additional support to medical practices, allowing them to better manage their resources and provide a high level of patient care.

Tasks for Remote Employees

In addition to managing phone services, remote staff members can provide various other services to medical practices serving older patients. These services may include administrative support, data entry, patient scheduling, and medication management. 

Remote staff members are trained to handle these tasks efficiently and effectively, allowing medical practices to focus on providing high-quality care to patients.

The benefits of remote staffing solutions extend beyond managing call volume and administrative tasks. 

Remote staffing solutions providers can also provide medical practices with the flexibility to scale their staffing needs up or down as demand changes without the overhead costs of hiring and training new staff.

As healthcare providers look for innovative ways to improve their practices and meet the unique needs and preferences of older patients, remote staffing solutions are becoming an increasingly popular option. 

According to a report by Staffing Industry Analysts, the remote staffing industry is expected to grow to $1.4 billion by 2023.

Benefits of Remote Staffing Solutions

The benefits of remote staffing solutions are particularly relevant in the current healthcare landscape, which has been transformed by the COVID-19 pandemic. The pandemic has accelerated the adoption of remote technologies and created new challenges for medical practices, particularly those serving older patients.

Remote staffing solutions providers like Edge can help medical practices meet these challenges by providing additional support and flexibility. 

For example, remote staff members can help medical practices manage the increased demand for telehealth services, which have become more popular due to the pandemic. 

Remote staff members can also help medical practices manage the increased demand for COVID-19 testing and vaccination services.

In addition to providing support during the pandemic, remote staffing solutions providers can also help medical practices prepare for future challenges. For example, the aging population in the US is expected to create new challenges for medical practices in the coming years. 

By partnering with remote staffing solutions providers, medical practices can better manage these challenges and provide high-quality care to patients.

Conclusion

In conclusion, managing phone services effectively can be a significant challenge for medical practices serving a significant percentage of older patients. However, by partnering with remote staffing solutions providers like Edge, medical practices can supplement their in-house staff and better manage their phone services. 

Remote staffing solutions providers can also provide additional support in managing administrative tasks and meeting the unique needs of older patients. 

As the population continues to age and healthcare continues to evolve, remote staffing solutions are becoming an increasingly popular and effective option for medical practices.