-
-
A high quality, cost-effective Tele-Messaging Service pays for itself in customer loyalty and message turnaround time. Your on-call staff receive timely messages, and every call is carefully documented. 24/7 telephone coverage adds value to any business, and helps you maintain a competitive edge. MedCom Professional Service is all about quality - Professional is in our name.
 Our cheerful and appropriate staff project a positive image for your organization whenever your phones are forwarded to us. MedCom is staffed by competent, trained and certified professionals who quickly become knowledgeable with your company’s communication requirements. Clients new to answering service are surprised at the variety of calls they receive after hours, and established clients appreciate how MedCom helps them provide excellent after-hours customer service.
Our commitment to excellence, is demonstrated by our eleventh consecutive year of earning the distinguished Association of TeleServices International (ATSI) Award of Excellence. We employ this independent test call program, combined with the use of statistical sampling methods, hands-on management, ongoing training and team approach, to ensure that our clients receive high quality service, every hour of every day.
-
-
An 800 number (toll-free) is a special telephone number where the calling party is not charged for the long distance call by the telephone operator. Instead the called party pays all of the charges for the call to the telephone operator, usually based on factors such as the amount of usage the number experiences, the cost of the trunk lines to the facility, and possibly a monthly flat rate service charge. Toll-free numbers are numbers that begin with one of the following three-digit codes: 800, 888, 877, or 866.  The primary method used to avoid the costs of hiring receptionists is use of 800 number answering services. At MedCom, we answer your business phone line with your business name. This gives your callers the impression that they are actually talking to someone who works within your company. We provide your customers with a professional and welcoming operator to help when you can't answer calls yourself. Running a business can be very demanding, and there are always going to be times that you are not available for your customers when they need you. The cost of hiring and maintaining your own staff to answer your phones is immensely greater than the cost of hiring an award winning 800 number answering service that will be available 24/7. Every small business owner knows that missing a call could mean losing business, so having an agent available to answer your phones is vital. Toll-free numbers are very common and have proven successful for businesses, particularly in the areas of customer service and telemarketing. Toll-free service provides potential customers and others with a “free” and convenient way to contact your business.
-
-
Our agents will act as a virtual receptionist and save you valuable time and effort with our appointment scheduling management. This will allow your employees to focus on your core business of providing services to your customers. MedCom can provide you with basic appointment scheduling assistance. We can also take cancellations and handle rescheduling of appointments for you after hours.
-
-
 MedCom can provide your office with a private Conference Bridge that will automatically connect your desired callers to your conference call. You can schedule planned conference calls for your staff and have employees, colleagues, or clients connect to the call from any location or phone line. Simply dial the provided conference bridge telephone number and you’re connected to the rest of the callers. This feature is a great way to keep in touch and up to date with multiple team members and / or office staff. In order to set up your conference bridge, please call us to discuss the options available to you. We can provide you with up to 15 access lines, along with the ability to record each caller in the conference call. If you are interested in both audio and visual conferences, please visit our section on video conferencing.
-
-
In 2006, MedCom enrolled as a partner in the Agility Recovery Solutions program. Agility specializes in providing businesses such as ours with a facility-based recovery program in the event of a disaster. Their objective is to get us back up and running as a call center within 24 to 48 hours if we cannot use our building for any reason. We’re covered for situations such as fire and smoke damage, sewer backup, hurricanes, flooding, windstorms and tornados. Agility’s plan even includes unlikely events such as chemical spills, earthquakes and bio-hazard. Under Agility’s protection, MedCom will receive immediate 24-48 hour restoration of critical functions and services under their ReadySuite protection program. There are six key components to Agility’s ReadySuite program that would benefit you:
-
Mobile Call Center Office Suite: An entire mobile office facility.
-
Satellite Voice & Internet. Access to complete telephone and Internet functions via satellite.
-
Electrical Power Generation. Emergency power generators are available, as needed.
-
Computer Systems & Workstations. The latest hardware and software are ready for quick ship.
-
Emergency Help Desk. One call gets it done.
-
Consulting Services. Includes training and an annual review.
MedCom’s partnership with Agility translates into increased stability and a higher grade of answering service for you. In a time of crisis, MedCom is better protected and may be able to remain in business when other services may not be. In fact, Agility boasts a 100% disaster recovery success rate and their program has been well received throughout the call center industry. MedCom has participated in two Webinars on Disaster Recovery Planning with colleagues in the Telephone Answering Service (TAS) industry across the United States. At MedCom we take disaster recovery preparedness and emergency planning seriously. You may find out more about Agility Recovery Solutions by visiting their recovery solutions website at www.AgilityRecovery.com.
-
-
 Emergencies, lab results, consults, sales leads, web-based customer service applications, and other important communications can all be handled by our staff in accordance with your detailed instructions. Every call and all subsequent activity is fully documented. Critical and emergency calls are some of the most essential work we do. Even though emergencies are considered primarily healthcare based, we also provide commercial and professional clients with after-hours customer service. When important calls come in, we have customized procedures to contact on-call people so that each call may be responded to right away. When we receive emergency calls or calls that require specialized technical assistance, we will escalate the call and transfer it to your inside line or relay all pertinent information to on-call personnel. Normally, we obtain essential information such as the nature of the problem, contact information, and any other data requested by the client. This information can be organized in a “work-order” format and transmitted to any wireless device.
-
-
Daily Message Reports: There are multiple ways to receive your messages from the previous day(s). We provide you the option of choosing to receive your messages by fax, e-mail, or you can log-in on our website to view your messages online. We encourage you to choose any combination of these methods. You can request that the message delivery via fax or email be sent at any time on any day(s) of the week If you need to receive copies of the messages at multiple times throughout the day or even send the message reports to multiple fax machines or email addresses, MedCom can accommodate these requests as well. In order to view your message online, you will be given a secured user name and password of your choosing.
Instant Message Relay: MedCom has a wide variety of methods to dispatch messages to your office or on call staff as calls come to the service. Following are just a few of the options available to you: SMS (two-way text messaging), e-mail to desktops or PDAs, alpha pages, digital pages, patching callers directly to you, voicemail storage, online web message retrieval center, and even a simple phone call.
 SMS (2 way text-messaging): Our agents can dispatch text messages direct to your cell phone, pager, PDA or other web-enabled device. Some networks may even let you reply back to us to confirm that you received the message. This means you won't have to stop what you're doing to call the answering service. You can respond to your caller right away or later at your convenience.
Email (2 way PDA or desktop communication): Our agents can send you an email copy of your message immediately as calls come in and/or as a cumulative report in the morning for you to review. Additionally, most smartphones and PDA's are capable of receiving emails on the mobile device. This option will allow you to stay in constant contact with your customers (if you feel the need). You even have the ability to reply via email to these messages to confirm you received them or to follow up for more information.
Online Message Retrieval: MedCom offers Internet-based message retrieval services where clients can view, print and deliver their messages online. With this service, your messages are available in real time and they can be accessed for up to 30 days. On-line messaging also includes your message documentation so you'll always know when each call was received and how it was handled.
Phone Call: The most original and tradition method of relaying message is the phone call. If and when our agents need to get a hold of you, we can use our CMC system to locate all of your contact numbers and attempt to reach you using a standard phone call. If you require, our agents can patch the caller directly through to you. for emergency calls, time is of the essence. In these type of situations, MedCom agents can directly connect you to your caller without the relaying phone numbers back and forth.
Alpha Page: A paging protocol that will allow the transmission of alpha numeric characters. This option will provide you with a brief text description of who is calling, their phone number, and the reason. Some types of alpha pagers are equipped to work as a two-way communication device, while some are only a one way inbound receiver. Be sure to check with your provider.
Digital Page: The simplest paging protocol will send you a numeric call back number. This call back number can either be the number to the answering or to the caller that is leaving you a message. This preference is left up to you to decide. The option allows you to call the service first to find out who called and the reason or to call the caller back directly for a faster response.
Voicemail: If you prefer, we can direct your routine callers into a voicemail queue for you to follow up with at a later time. Also, having a voicemail copy of a message provides an accessible point to relisten to a message over again if need be.
-
-
 Rather than disrupt the caller with whom you are already speaking, you can have your overflow calls automatically routed to us and have our agents take messages for you. This reduces stress in your office, provides a higher level of customer service, and ensures that every call is handled with prompt, careful attention.
-
-
 Combining efficiency with functionality, our Voice Processor offers you a full repertoire of time-saving features, including conference bridging, operator-less paging, and enhanced voice mail services. You have the ability to record multiple voice mail messages, offer time-activated greetings, receive faxes, access your account(s) remotely, receive automated wake-up calls, deliver voice messages via e-mail, and much more. Our Voice Processor makes setup fast and easy, and your staff can check messages without agent intervention. In short, the Voice Processor is a model of flexible voice messaging, and a truly exceptional value!
-
-
Located just minutes from the I-95 and Route 1 highways, MedCom can provide you with access to a private video conferencing room with latest video conferencing equipment and seating available for up to 15 people. Please read below about the advantages of using MedCom video conferencing services.  Video conferencing is a real time and interactive means for companies and individuals to simultaneously communicate via audio, video and computer technology. Essentially, video conferencing is a live connection between people from separate locations utilizing full-motion video images and high-quality audio. The ability to be in several places at once without leaving your office is the next corporate frontier. Meeting participants see and hear each other during the conference and can concentrate on the images and interaction among the participants. Video conference meetings are most successful when the participants have met before and when they meet on a regular basis. Participants push to reach decisions that may not come as easily in a face-to-face meeting. Video conferencing allows participants the chance to see others' body language and facial expressions, which are important factors for sales, training, or other company meetings. Video conferencing technology typically includes access to a network (ISDN and IP are the most common), using conferencing equipment: monitors, cameras, microphones, speakers, and computers. Increase ProductivityVideo conferencing has a remarkable effect on the way participants do business and the efficiency and productivity they gain. The ease of sharing any type of information has added another dynamic to video communications, possibly not even available in a local meeting. A live video call is much more effective than a phone call in many situations. Interactive live video helps participants make decisions faster, accelerate training programs, and enable you to stay ahead of competitors. Additional increases in productivity are the reduction of "downtime," increased "quality of life" for traveling personnel, and shortening hiring cycles for key employees. Save Time and MoneyAlthough productivity increases are the most valuable, an additional tangible effect of using video is that you start saving substantial money due to reduced travel. In today's environment, where many employees are concerned with the safety and time-related issues with traveling, video conferencing will benefit your company in ways you would never have imagined. There are numerous situations where you can save a lot of money on airfare and hotel costs, not to mention the time spent traveling and out of the office. Improves Communication & Reinforce RelationshipsVideo conferencing allows the opportunity for more of your staff to have contact with your customers or additional offices. From your customer’s perspective, the only person ever seen is the salesperson from your company. Wouldn’t it improve your business relationship with your best customers if they got to meet more of your internal employees? Allows Multi-point Meetings Across Time Zones & International BoundariesVideoconferencing lets you put together a meeting of various people, from different locations, for a common discussion. Participants can be across the country or on the other side of the globe. For example, you can have sites in London, New York and Tokyo, all with multiple personnel, participate in the same videoconference.
-
-
MedCom has the capability to answer your calls while simultaneously accessing external computer database systems in real time via the Internet. Intake forms, trouble tickets, questionnaires, surveys, and other web-based applications, including customer databases, can be accessed and/or updated without delay. Some additional internet based features we offer to you are:
Internet Directory — Lets you remotely access and manage directory information via the Internet. All changes are available instantaneously to everyone, our agents and your staff. Users get directory access without the need of contacting an agent for information or updates. Additionally, all client changes are reflected in activity logs to streamline tracking.
Internet OnCall Scheduling — Allows you the remote management of OnCall Schedules anytime, anywhere, via standard Internet browser. With no special software to load, you can access OnCall schedules as often as necessary—to review scheduling, or make necessary scheduling changes (if Access Rights allow).
 Internet Form Retrieval — Gives you convenient Internet access to your Messages and IntelliForms—both new and filed. A real time saver!
Internet Time Activated Alerts (TAA) — A Time Activated Alert is a client-specific message or reminder that appears to agents at a scheduled time. Internet TAA provides you with the means of managing your own Time Activated Alerts using any Internet browser.
|
Company Overview 
