Can I use my existing phone number?
Yes! We can utilise your existing number including 1300, 1800, landline and mobile numbers…this keeps everything simple for you and for your customers. We will provide a personalised call forwarding number so we can identify your business and answer in your name. You simply divert or call forward your existing communication numbers to this personalised GO number.
How will my calls be answered?
Your patients will call your usual business numbers and will be routed seamlessly to your friendly, professional GO Health Reception Virtual Team Carer who will answer the call. Your service includes a personalised welcome greeting, Press 1 to leave a message options and after hours message bank message of your choice! Our recommendation in wording is "Welcome to (Your business name), how can we help?"
Where are your employees located?
Our Go Health Carers are employed either full time or part time directly. Thanks to technology our carers are working in one of 2 centers primarily from our Operations Centre on the Bayside of Brisbane, Qld or Regional Gympie Qld Australia. Calls are not diverted to subcontractors. We do not promote home based reception support but our Operations Captain who is a self confessed workaholic does work from a home office regularly. We do have the redundancy to take our technology (phones and laptops) and work from another location. Good news in case one of our buildings burns down. We can easily keep providing customer care on behalf of our customers.
Are my calls answered 24 hours a day, 7 days a week, 365 days a year?
Your calls will be answered LIVE Monday to Thursday 7.30am to 7pm, Friday 7.30am to 6.30pm, Saturday 8am to 1.30pm EST (with Daylight Savings we start at 7.15am for our southern customers every day). Free after hours messaging for all other times including national gazetted public holidays. We can even direct the calls to an outside phone number or an on-call person and other options if required. Every after hours messagebank service is included for FREE which includes our carers returning to after hours messages with return phone calls and sms to win you appointments, jobs and updating your CRM.
How do I receive my messages?
Automatically recorded conversations and messages are emailed to you in a wav.file so you can hear the entire conversation from start to finish and know exactly what action you need to take for each call. These are undoctored full call recordings. You hear everything a caller hears when they ring your business. If we have logged into your customer scheduling tools then we have awesome ways to keep you informed of business calls, cancellations, reschedules on a daily basis without clogging up your email funnel.
How does GO Health Reception know what questions I need asked of the caller and what information I require?
We will do all we can to set you up for success from the beginning. We’ll ask you a series of important questions in a brainstorm chat that will give us the information to sound like we have always been a part of your business and serve your callers at the highest level. You will overhear all our conversations so it is easy to continuously provide more information and processes freely as we go along.
Where are your clients located?
With today’s technology, we are able to offer our services worldwide! Regardless of where you are located, your patients will think we are sitting in your office or business premises! We do currently enjoy clients in all states and territories of Australia.
Am I locked into a Contract or Agreement?
We charge on a month-to-month basis giving you the freedom and flexibility without stuffy contracts. All standard access fees are invoiced and pre-paid fortnightly in advance using ezidebit. Our services are adjustable and flexible as your clinic evolves.
What can you do in a phone call?
We CAN… log into your schedule, customer management systems ensuring we can maximise the effectiveness of each phone call. Yes your Carers can add new leads, add new patients/clients, add notes, checked all client information, sell and upsell your services and products, look for best times, reschedule, prevent cancellations and ensure your reporting is excellent in your systems. Within many CRM (customer resource management tools online) these call allow task and ticketing to key employees or contractors to keep work flowing through your business and prevent double handling and faster change to client trends.
How is my invoice broken down each fortnight?
Each invoice is billed fortnight in advance for your care strategy inclusions. Then any extras or Adhoc support we have provided to your business or practitioners is invoiced fortnight in arears. Your invoice also includes the Actual inbound call answering statistics for the past weeks.
Can you send SMS or emails on our behalf?
Yes we can send emails on your behalf if we have access to your email channel or have linked via gmail so we respond using your email accounts and signatures. If we are sending SMS again this can be done on your behalf in your business name. There is no branding by GO Health Reception on any email or sms to your patients. Let’s not confuse your patients as to who they are communicating with. Your business brand is the most important thing. We prefer to look after your customer email communication channel and charge a set price per week which always includes the outbound calls and sms to engage with your emailing clients best and get the action and appointments done.
How soon can I start?
In as little as 24 hours after your brainstorm session…our team will contact you to confirm your personalised clinic greeting, account details and get everything working perfectly! Simply call us on 1300 799 037 or fill in the form by clicking the button below and one of our friendly team will be in touch to get the ball rolling.