Controlling Medical Practice Telecom Equipment Costs

The following article was published in the Atlanta Hospital News in January, 2009. By Jeffry M. Finkel Successfully controlling telecommunications costs is integral to any practice’s financial health. Monthly costs (e.g., local, long distance, internet) and equipment related expenditures (e.g., equipment, maintenance contracts) can be a large component of a practice’s expenses. Last month’s article provided tips for controlling costs for telecom services. This month’s article focuses on controlling telecom equipment costs (e.g., systems, inside wiring, and maintenance). Due to space limitations, this article can not provide a complete “How to” guide for selecting equipment and maintenance plans. Rather, the article is designed to increase your awareness of important issues regarding telecom equipment, propose questions to help you evaluate your needs, and suggest steps to control and reduce costs. First, analyze your practice’s communication needs – both internal (among practice personnel) and external (between the practice and outside personnel). For example, do you need to easily route calls between multiple offices, improve your voice mail capabilities, or implement a centralized appointment scheduling number? Next, familiarize yourself with the telecom features and technology available in the marketplace today. Then, analyze your current system. Do its features and technology support your needs? Is your system always reliable? If not, can it be upgraded cost effectively to provide needed reliability and functionality (e.g., ability to add more lines or new features) or would you be wiser to purchase a new system? Should you buy a new digital system or one of the newer IP (VOIP) systems? Sometimes, upgrading older equipment is appropriate. Other times, purchasing a new system is a better choice. “Band-aiding” an older system and risking a painful telephone outage is unwise. Your challenge is to make a decision that ensures that the practice achieves the best return-on investment. Make your challenge easier by considering issues such as: Do you want callers to dial the practice’s main number and be transferred to an employee or department by a receptionist or by an “auto attendant”? Do you want callers to be able to dial a 10-digit number to reach a department or person directly? How sophisticated an auto attendant system do you need (e.g., May callers leave all messages in a general mailbox, or should callers be able to leave messages for different departments or personnel)? Do personnel need the ability to page other employees or to interact by intercom? How many lines does the practice need? How many telephone sets? Would wireless headsets increase efficiency by allowing employees to move around the office while on the phone? Can your current telephone system accommodate additional telephone sets and lines? How many? At what cost? Do you want callers “on hold” to hear music or a marketing message? What features would help your practice operate more efficiently and, thus, reduce costs (e.g., place callers in queue for more efficient appointment scheduling, network with home workers, integrate the phone system with practice software applications for “click-to-call” features)? Do personnel really need expensive cell phones / PDAs and unlimited calling and data plans or would less expensive devices and limited plans suffice? In addition to analyzing your equipment needs, you must address inside wiring maintenance costs and equipment maintenance: How much are your current equipment maintenance costs? Do you have a cost-effective maintenance contract with a reliable vendor who responds quickly and provides excellent service (vendor charges for repair and maintenance can be substantial when you do not have a maintenance contract)? If you have a maintenance contract, have you negotiated favorable rates? Are you paying for inside wiring maintenance from the telephone company that you could eliminate (Note: telephone problems caused by problems with wiring inside your office is rare)? Take action now and implement the tips listed above to reduce your costs. View additional money-saving tips at www.OverheadReductionServices.com. Jeffry Finkel is the President and owner of Overhead Reduction Services. Jeff may be reached at 404 995-9112 or Jeff@OverheadReductionServices.com.