Image courtesy of Cedar Grove Dental
If you are responsible for any aspect of customer service for a healthcare provider, then you know how challenging it can be. However, it is crucial that you use the right tools and strategies to ensure that patients have an optimal experience. Otherwise, you could miss out on chances to boost your company’s revenue and reputation. Here are five strategies to consider:
The healthcare industry is known for its inefficient billing practices. This ranges from incorrect billing to late billing to complicated billing that makes it hard for people to pay their bills. Inefficient billing practices can even lead to health care fraud when providers order unnecessary treatments or charge for medical services that were never charged, according to criminal defense attorneys. Tightening up your billing process can protect your practice as well as your patients. Streamline your billing with better software and a specific system that simplifies everything.
One of the biggest complaints that people have when visiting healthcare providers is the wait times. Spending hours in a lobby with nothing but a few magazines to occupy the time creates frustration. Optimize your scheduling to cut down on wait times and your customer service will instantly improve.
Having issues estimating rates for procedures? This can cause angst in the mind of a patient looking at a potentially large bill. Industry experts recommend having an insurance cheat sheet handy. This will let your staff quote a general range so patients can know what they might need to cover out of pocket. This could set you apart, as few providers do this.
When you treat patients like people rather than units of revenue, amazing things can happen. Show you care by doing regular surveys. Whether it is a checksheet when they come in, via email, or online on social media, getting feedback is vital to understanding how to better serve your customers.
Even in the age of the internet and social media, many people prefer to talk over the phone. They feel comforted by speaking with another human who can answer their questions and not just refer them to an online FAQ. So staff your phones, get them to answer on time, and train your staff to answer typical questions and offer solutions that are focused on the customer’s needs. Using a virtual assistant to answer the phones is a great solution if you have a smaller staff. Mastering the phone lines will pay major dividends for your company.
When it comes to modern healthcare, many providers have a reputation of delivering subpar customer experiences. If you rise above and please your patients and customers, you can gain a great reputation that sets you apart from the rest. This leads to higher customer numbers, satisfaction, and ultimately profit for your organization.
If you’re a private practice owner and want to maintain autonomy in your business while pushing for more growth, a Healthcare Management Service Organization (MSO) may be the solution you are seeking to optimize efficiency, find the right people, increase revenue, and reach new patients.