Compassion and Efficiency in Equal Measure.

Deliver both with AmericanCSR Hospice and Home Care Answering Service.

Offer communication that matches the end of life care you provide to patients and their families-the best. With all the great technology out there, callers still get frustrated with voice mail, recorded messages and non responsive answering services. A traditional Hospice or Home Care Answering Service is just not enough to keep up with the speed of communication today. At AmericanCSR’s Hospice or Home Care Answering Service, our live American Customer Service Representatives take messages, set appointments, reassure patients, all using state of the art technology. That is how we outshine any other Hospice and Home Care Answering Service.

AmericanCSR knows that the confidence that your patients and their families have in you depends on good communication and timely follow-up. Our Hospice and Home Care Answering Service makes that easier than ever. Our Hospice or Home Care Answering Service Customer Service Customer Service Representatives are highly trained and they use scripts and screens that are tailored by you. You can even add an unlimited number of office staff to your system. Each staff member can easily input their “current status” into the system so our Customer Service Representatives can provide callers with up-to-date information on their availability. This goes a long way to help manage caller expectations.

When it comes to gathering patient information, we’ve got you covered. Our Customer Service Representatives are trained in HIPAA compliance, to ensure that the proper paperwork is used and provided in the most secure way. We really are more than the traditional Hospice and Home Care Answering Service.

Providing callers with directions to a care facility or a patients’ home is important to your business. Adding value to our Hospice or Home Care Answering Service, AmericanCSR Customer Service Representatives can instantly send turn-by-turn directions to your callers, from their location to yours via Email with our Google Maps integration tool.

Our instant SMS Text Messaging system gives your cell phone callers the information they need in a text message response, quickly. Caller confidence is bolstered when they get a text response confirming a appointment, an address they can map directly from their mobile device, or even notes about their call.

A unique toll-free number is just the beginning at AmericanCSR. You can add your own human touch with a personalized custom message that callers will hear at the beginning of their call.

Your schedule is definitely not nine to five, so we have made sure that you always have someone to ‘talk’ to at AmericanCSR with direct access to our award winning Help Desk-Support Platform. Another source for information and ideas is on our customer forums where AmericanCSR users share their experiences.

Our Tools Can Help You!

Dashboard Controls: Now, real time Dashboard access to your hospice answering service.

Day or night, you can know what is happening with your call activity as it happens. AmericanCSR’s highly visual management interface is really simple to use and gives you access to as much information as you need, whenever you want it.

Detailed reporting and analytics for all your call-related information are a snap to access via AmericanCSR’s On-Demand Contact Center. Complete call stats are always available for the “Prior Day” and “Month-to Date” with our dashboard snapshot.  For real time statistics, dive into the phone panel and see the information as it happens.

Managing your AmericanCSR account is just as easy. Our “Minute Counter” is updated daily and shows you minutes used and minutes available in your current plan. This information provides the basis for refining your plan either up or down based on actual usage. Your AmericanCSR account transaction and payment history is available whenever you need it.

Message Center: A flexible message center that meets all your Hospice Answering Service.

The reassurance that your callers are looking for begins with a real person to talk to; day or night.  Now Hospice and Home Care Professionals can deliver the best phone service to their callers any time of day, without the cost of hiring a receptionist or dedicating office space. Whether you need overflow or after hour assistance, AmericanCSR gets back to the basics of terrific American customer service with the best that technology has to offer. Our Customer Service

Customer Service Representatives are trained to really listen and satisfy callers by taking detailed messages and/or responding to caller questions. That also means that new patients calling via referrals will be welcomed, referral sources noted, and the information delivered to you quickly.

• Custom Scripts: Create custom scripts for our Customer Service Representatives to use when speaking with prospective clients, existing patient families, therapists, vendors, insurance providers or other health care providers.
• Custom Fields: Create custom fields specific to your needs including, type of insurance, patient status, transportation requirements, etc.
• Live Agent Message Taking: Take messages for all doctors, nurses, counselors, therapists and office staff listed within your account.
• Connect A Call: Use our “Connect A Call” feature to have our Rep transfer the call to where ever you or your associate member might be.
• Message Delivery: Each message will be sent via email and optional SMS text message as they are taken.

Appointment Setting: Get capable and accurate appointment setting from your hospice answering service.

Efficient time management is key to delivering exceptional service, beginning with appointments. If your calendar is not up to date, you can miss phone calls, over book, double book, miss cancellations and lose appointments. AmericanCSR is “appointment central” and we make it easy to access and apply the data in a variety of ways. Accurate appointment setting and calendar management is simple again with AmericanCSR.

• Flexible Appointment Solution: Along with the ability for our Customer Service Representatives to make appointments, our appointment setting platform allows you to publish your calendar to your own website enabling you to book appointments directly.
• Real-Time Appointment Management: AmericanCSR provides you with a real-time view of availability and booked dates, as appointments are booked. This feature ensures that cancellations are logged and the calendar slot is immediately freed up.
• Configure Time Slot Length: You can set the length of time slots that people can book down to fifteen minute increments.
• Duplicate Reservation Prevention: Our built-in time slot booking verification prevents duplicate bookings.
• “Snap Shot” View: You can look at your calendar and time slots, side by side, in one view for easy reference.
• Email Notifications: An Email confirming each appointment can be sent to the calendar administrator as well as family members, therapists, counselors, staff members, etc.
• Multiple Users: Each doctor, counselor, therapist,  nurse, and staff member can have their own calendar for appointments.
• Add to Personal Calendar: Along with the email notification you can receive an iCal file that you can import into Outlook and iCalendar calendars.
• Day-Before Reminders: Email or Text Messages can be sent to partients the day before a meeting.