Collect, but give excellent service
When a bonus was first offered to registrars at the University of Tennessee Medical Center in Knoxville for meeting specific collection amounts, customer service was top of the mind for patient access leaders.
“We talk a lot about collections and service, and how to balance the two,” says Brad Davenport, director of the hospital’s Patient Access Center. Most inpatient areas are well above 80% percentile in satisfaction scores, he reports.
“You can maintain good customer service while collecting. It can be done,” says Davenport. “We really promote respect for patients, with the idea that we may not be collecting from everyone, but we talk and counsel with everyone.”
Staff members take a positive approach to collections, saying, for example, “We have verified your benefits, and your insurance will pay very well. This is what we think your responsibility will be.” It might be that staff members need to explain the process and the different payment options to a particular patient who pays the balance later in the process, Davenport explains. Patient account representatives use this script when collecting:
“Hello, my name is ______, and I am your patient account representative here at the ___Medical Center. I would like to spend a few minutes discussing some financial matters related to your visit. Is now a good time for you to talk? (If no, ask when would be a more appropriate time). My goal is to make our billing process as painless as possible. We have been in contact with your health insurance and want you to know that everything looks to be in good order.
I also want to show you our Understanding Your Hospital Bill brochure, which explains our financial policy and has some important phone numbers. This is a letter explaining the hospital charges so far. We estimate that you will be responsible for ______. That can be paid by cash, check, Visa, MasterCard, American Express, and Discover. I can take your credit card information now if you like.”
While the script isn’t followed word for word, the message that staff give to patients must be consistent, he says. “We really instilled that, ‘If this is how you present it, we will back you up,’” says Davenport. “If you do your own method of collection, that’s when you get into trouble.” Phone calls are recorded in all areas that collect except the emergency department. “That helps our financial counselors in a few ways,” says Davenport. “If there is a complaint, it helps us critique it. We also use the calls for training.”
When a bonus was first offered to registrars at the University of Tennessee Medical Center in Knoxville for meeting specific collection amounts, customer service was top of the mind for patient access leaders.You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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