Sullivan Luallin

The first name in patient satisfaction!

Mystery Calls


Your front desk and scheduling staff are the portal to your medical practice. Usually the first contact with patients is by telephone with these key people, and how these employees respond to callers can affect your group’s image, reputation, and bottom line.

There’s no better way to reinforce your customer service efforts than with calls to assess the phone performance of your patient contact staff.

Our affordable Keeping the Spotlight on Service™ mystery caller service includes random calls to evaluate the phone etiquette of your staff. Reports are sent to you or your site/department manager by e-mail within 48 hours.

Mystery Caller feedback will help you convey to staff members that:

  • they're being managed and monitored even when the supervisor isn't around; and
  • they'll be recognized for outstanding service when they've done well.

We conduct problem-solving calls, calls to specific departments and staff members, complaint registering calls, billing issues calls, etc.

And, our web-based Five-Star Telephone Etiquette training program complements the mystery caller service, providing techniques staff members can use to provide star-studded service to your patients.


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We are very happy with the results from the secret shopper program. The callers were objective, professional, and generated call summary reports that we were able to effectively use to drive improvement in the level of customer service provided by the front desk staff at all of our imaging centers.

Dylan Carroll,