For healthcare customer service professionals, making sure every patient interaction goes smoothly is crucial. A reliable caller ID reputation can make all the difference, particularly when reaching out to new patients or insurance beneficiaries. You don’t want your office number showing up as “Scam Likely” on patients’ phones!
In this guide, we’ll cover practical steps to improve your caller ID reputation score and explain why regularly monitoring it is key for healthcare professionals. Read on for strategies to help ensure that every call connects smoothly with patients.
What Is Caller ID Reputation?
Caller ID reputation is a score that measures how trustworthy a phone number appears to cell carriers and recipients. This score helps determine if a call should connect or be flagged as spam based on previous usage patterns, call volume, and the presence of accurate caller ID information.
For healthcare call centers, maintaining a good caller ID reputation is essential for reaching patients efficiently. Without it, calls could be blocked or labeled suspicious, reducing your ability to connect with those needing your services.
Step 1: Ensure Your Caller ID Display is Accurate and Up-to-Date
Having accurate caller ID information is foundational for establishing a good reputation. When patients see a trusted and familiar name, they’re more likely to answer. An up-to-date caller ID sets the expectation that they’re speaking with the right organization, improving trust in your service.
Most phone providers allow you to edit your caller ID display. For those using VoIP or cloud-based phone systems, this is typically done through account settings or a dashboard. Take a few minutes each month to verify this data to make sure patients always see the right information.
This simple maintenance step goes a long way in protecting your caller ID reputation and establishing trust.
Step 2: Monitor Your Caller ID Reputation Score
Major cell carriers like AT&T, Verizon, and T-Mobile each use proprietary algorithms to assess a phone number’s reputation, influencing whether calls are labeled as spam or not. While the exact factors carriers consider are not disclosed, services exist that allow you to check and monitor your score regularly.
By using a reputable caller ID monitoring service, such as Kixie, you receive a reputation score that offers insight into how carriers view your business number. Regularly checking this score helps you detect issues early, reducing the risk of being flagged as spam.
Step 3: Balance Inbound and Outbound Calls
Carriers consider the ratio of inbound to outbound calls when evaluating a phone number’s reputation. Numbers that only make outbound calls without receiving any can raise suspicion, as scammers often operate with outbound-only numbers.
Encourage patients to call you by clearly displaying your phone number on your website, in emails, and across other channels. This balanced call volume helps solidify your caller ID reputation. Maintaining an even ratio also makes it easier for patients to reach you, supporting quality service.
For best results, publish your number on all customer-facing materials to increase inbound call volume naturally.
Step 4: Follow All FCC Regulations
Compliance with Federal Communications Commission (FCC) regulations is essential for any business engaging in telecommunication, including healthcare services. These regulations safeguard consumer rights and promote fair practices in the communications industry.
Some key regulations include STIR/SHAKEN, A2P 10DLC, TCPA, and CAN-SPAM laws. Ensure that your practices align with these rules to avoid fines and maintain a reputable caller ID score. Consult with legal counsel to confirm compliance, and keep records that demonstrate adherence in case of future audits.
Conclusion
Improving your caller ID reputation is critical for healthcare providers who rely on phone-based customer service. By updating caller ID information, monitoring your reputation score, balancing call types, and ensuring regulatory compliance, you can connect more effectively with patients.
Next Steps
Ready to take control of your caller ID reputation? Call to Action: Sign up for a free trial of Kixie or schedule a demo today to see how Kixie’s business phone system can help you streamline communication and reach patients with ease.
