{"id":40197,"date":"2020-05-26T00:00:00","date_gmt":"2020-05-26T07:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/dynamic-call-routing-the-new-normal-for-telehealth-triage\/"},"modified":"2024-08-06T04:38:51","modified_gmt":"2024-08-06T11:38:51","slug":"dynamic-call-routing-the-new-normal-for-telehealth-triage","status":"publish","type":"post","link":"\/us\/en\/blog\/dynamic-call-routing-the-new-normal-for-telehealth-triage\/","title":{"rendered":"Dynamic call routing: the new normal for telehealth triage"},"content":{"rendered":"

Balancing increasing demands for telehealth services with a positive patient experience can be challenging. That\u2019s where dynamic call routing comes into the picture; it allows healthcare staff to triage calls so that patients receive the care they need. Dynamic call routing is part of cutting-edge integrated healthcare communications platforms.<\/span><\/p>\n

Dynamic call routing saves time for your healthcare staff while facilitating a better patient experience. Integrated healthcare communications platforms that include dynamic call routing capabilities help healthcare facilities adjust to the increased demand for telehealth services. (<\/span>To help your office meet patient needs with telehealth services, we\u2019re offering healthcare providers RingCentral Office, free of charge.<\/span><\/a>)<\/span><\/p>\n

How does dynamic call routing work?<\/strong><\/h3>\n

Dynamic call routing is based on the principle of\u00a0<\/span>answering rules<\/span><\/a>. Answering rules allow you to forward incoming calls from specific numbers to any phone number in the world. For example, a provider could establish answering rules that route calls from existing patients to one staff member\u2019s extension, while calls from people who aren\u2019t patients yet would be directed to another staff member, who could spend time on specific intake assessment tasks.<\/span><\/p>\n

You can also set after-hours rules so that calls are directed to another number, such as an on-call staff member or external answering service. The rules are also flexible enough to match a provider\u2019s unique scheduling needs; if one staff member works on Tuesdays and Fridays, calls can be routed to that extension, while calls are routed to another number on days that staff member isn\u2019t working.<\/span><\/p>\n

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Download RingCentral\u2019s Rule-based call routing template<\/b><\/a><\/p>\n<\/blockquote>\n

How does dynamic call routing facilitate a better patient experience?<\/strong><\/h3>\n

Even in times of high demand for telehealth services, patients can still have a positive <\/span>patient experience<\/span><\/a>. In fact, they expect it, no matter what the circumstances. They don\u2019t want long wait times or multiple call transfers.\u00a0<\/span><\/p>\n

That\u2019s where dynamic call routing really helps. As mentioned earlier, answering rules could be configured to route calls from existing patients to a specific staff member, while calls from potential patients would be directed to another staff member to determine what, if any, telehealth services are needed. With such a system in place, every patient (existing and new) feels as though their needs are being met, despite increased demand.<\/span><\/p>\n

FAQs for call routing within telehealth<\/b><\/h3>\n