Have you noticed that people rarely answer their phone anymore. They screen their calls, and decide later whether to call you back or not. Then, when they do call you back, they are likely to get your voicemail, and the telephone tag cycle begins. responses to your voicemails.
Getting responses to your voicemails more quickly is possible with these proven strategies, you can improve your productivity and finally get off of the telephone tag train.
1. Telephone Alternatives: Since you know that people screen their calls and potentially avoid answering the phone, find another way to reach out. An alternative mode of communication might make it easier to actually get the person you are looking for on the phone. Some ideas include fax, email or even a snail-mail letter. Although some of these are considered old-school, they can also help you achieve your goal of getting responses to your voicemails more quickly.
2. Make it a Mystery. The answer to getting responses to your voicemails may lie in the message you leave on voicemail. Who knows how many voicemails the person you want to reach is receiving. The goal is to stand out so they call you back. So, how can you do this? Try making your message cryptic, add a potential benefit to the recipient, and create some urgency to top it off.
So, what might your voicemail sounds like if you utilize this “mystery” strategy? Let’s say you’re calling a payer with a question about a patient’s benefits, and you get their voice mail. Here are two examples of the voicemail you might leave. One detailed and straightforward (just like the hundreds of other messages they receive each day), and one that can get your message moved to the top of the list and called back right away:
TYPICAL MESSAGE: Good Morning, this is Jane from Dr. John Smith’s office. I have a question regarding patient Sally Doe, membership# XXXXXXXXXXXX. I need to know why we still haven’t received a verification for the procedure she is scheduled for in two weeks. It is very important that you call me back at your earliest possible convenience.
MYSTERY MESSAGE: Good Morning, I’m calling about Sally Doe, membership# XXXXXXXXXXXX. There is an urgent pending issue that I must speak to you about to ensure the patient gets the treatment she needs. Please call me back by the end of today, it is very important.
3. Give a Timeline. Instead of asking the person to call you back “as soon as possible” or “when its convenient,” be specific. Remember you are fighting for position. There are probably 15 calls in the voicemail asking to be called back “as soon as possible.” Non-specific requests, or those that give too many options end up at the bottom of the list. Instead, be decisive. Ask the person to call you back by a specific date and time with will speed up getting responses to your voicemails.
Example: “Sally with is Jane, I need to speak with you right away regarding our common patient Joe James. Please call me back on Tuesday, September 5th at 9am. I’ve reserved time to chat with you then. If this time doesn’t fit into your schedule, please let me know immediately and provide me with at least two alternative dates and times that work.”
You may think this type of message is pushy or too forward, but it will get you access to the person you need to speak to and faster responses to your voicemails. In fact, approximately 95% of the people you call with a specific follow up timeline will get back to you at the date and time you specify in your message.
To get more tactics on how to improve your productivity and get more time in a day, check out the online training by Dr. Donald E. Wetmore, JD, entitled, Time Management: Gain 4 More Hours a Day. This online training can help you take control of your work/home life by giving you access to four more productive hours a day, and it’s available for you to access immediately. Don’t wait, access the proven time management strategies in this online training session today.
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