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Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
Kareo - How Customer Service Impacts Your Bottom Line Webinar
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Kareo - How Customer Service Impacts Your Bottom Line Webinar

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Watch recorded webinar: http://www.kareo.com/resources/webinars …

Watch recorded webinar: http://www.kareo.com/resources/webinars

Did you know that losing a patient because of poor customer service could cost you a minimum of $25,000 to $100,000 over the lifetime of your patient’s care? In this webinar, Rochelle Glassman will talk about how to train your staff on customer service to improve patient retention and how to terminate a patient when all else fails. By the end of this event you will learn how to:

• Train staff for customer service
• Greet and treat patients
• Handle difficult patients
• And more

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  • 1. How Customer Service Impacts Your Bottom Line
  • 2. PAGE 2 KAREO | CONFIDENTIAL Your Hosts Today… Rochelle Glassman President, United Physician Services, LLC www.upshealthcare.com Terry Douglas Marketing Team, Kareo
  • 3. PAGE 3 KAREO | CONFIDENTIAL How to Participate Today… Follow us on Twitter @GoKareo We’ll be tweeting live using the hashtag #KareoTip Join our other social media channels for constant updates!
  • 4. PAGE 4 KAREO | CONFIDENTIAL Our Schedule for Today… 1 Introduction & Welcome Rochelle 2 How Customer Service Impacts Your Bottom Line 3 Discover Kareo’s Role 4 Answer Questions
  • 5. PAGE 5 KAREO | CONFIDENTIAL Rochelle Glassman • Nationally-recognized healthcare consultant • Former executive-level consultant for Cigna • Healthcare business entrepreneur • 30 years of healthcare business experience • President/CEO United Physician Services, LLC • Physician Advocate • Trauma-trained RN Rochelle@UPSHealthcare.com www.UPSHealthcare.com 602.685.9500
  • 6. PAGE 6 KAREO | CONFIDENTIAL Our Schedule for Today… 1 Introduction & Welcome Rochelle 2 How Customer Service Impacts Your Bottom Line 3 Discover Kareo’s Role 4 Answer Questions
  • 7. PAGE 7 KAREO | CONFIDENTIAL Customer Service in Healthcare • Traditionally non-existent in the healthcare field—except for certain specialties:  Concierge practices  Elective/plastic surgery practices  Medical spas
  • 8. PAGE 8 KAREO | CONFIDENTIAL Customer Service in Healthcare Did you know? Providers and practices with great customer service skills are LESS likely to be sued for malpractice—irrespective of the treatment provided to the patient and the outcome!
  • 9. PAGE 9 KAREO | CONFIDENTIAL Customer Service in Healthcare: The Issues • Wait times and poor schedule management • Rude or inattentive staff • Disorderly or unkempt practice • Not using active listening skills • Poor administrative follow-up
  • 10. PAGE 10 KAREO | CONFIDENTIAL Wait Times and Poor Schedule Management • National average wait time: 23 minutes • Neurosurgeons have highest average wait: 30 minutes • Optometrists have shortest average wait time: 17 minutes If your wait time is too long, it encourages your patients to book appointments during inconvenient times (evening and lunch times) and reduces the practice’s ability to maintain steady patient flow throughout the day. This creates a system that ‘feeds’ on itself and makes wait times even longer.
  • 11. PAGE 11 KAREO | CONFIDENTIAL Wait Times and Poor Schedule Management • Extended hours—schedule should be based on patient convenience, not employee convenience. • Today, even some banks stay open 6-7 days a week from early morning until evening hours. • Make sure you maintain appointment slots for urgent care and same day appointments. • Allow patients to schedule at their own convenience online.
  • 12. PAGE 12 KAREO | CONFIDENTIAL Wait Times and Poor Schedule Management • Manage your schedule and staff to reduce wait times:  Manage your MAs. They must work at a reasonable pace.  Manage appointments according to estimated time to treat (ETT): • Is this a patient with a cold? (8-10 minutes) or a yearly checkup? (15-30 minutes). Make sure you differentiate the types of visits you have an block off time accordingly. • If you are running behind, split the wait time between the waiting room and the examination room—patients will feel like they’re waiting less. • Notify the patient if you are running more than 30 minutes behind schedule and offer to reschedule.
  • 13. PAGE 13 KAREO | CONFIDENTIAL Inattentive and Rude Staff • Often happens in healthcare—it’s a stressful environment. • Staff tend to be assigned conflicting job responsibilities such as answering the phone, performing data, AND greeting patients. • Communication is often not personable. • Patients are not always feeling well. • Hire the right personality—usually a biller does not make a great greeter.
  • 14. PAGE 14 KAREO | CONFIDENTIAL Inattentive and Rude Staff • Define and separate your staff roles:  An employee who is assigned to greet patients can not effectively answer the phone at the same time.  Patients on the phone, and in person, feel like they don’t have your attention.  Make sure you separate the responsibility either by person or by time. • Have providers practice active listening skills. • Do not discuss financial situations with patients when other patients can hear. • Do not allow your staff to gossip in front of patients.
  • 15. PAGE 15 KAREO | CONFIDENTIAL Inattentive and Rude Staff • Implement a customer service program.  Have your staff smile when they answer the phone. The act of smiling is conveyed in your voice.  Greet the patient by name.  Have your staff keep eye contact with patients.  Your receptionist is your first point of contact. Make sure he or she is trained to make patients feel comfortable.  Answer the phone on the second ring. Do not have an ‘auto attendant’ answer the phone if you have the resources to do so.  Ask patients if they don’t mind being put on hold instead of announcing that they will be put on hold.  Set policies that all patient calls are returned by the end of the day.  Make sure patients are not put on hold for more than two minutes.  Maintain a zero-tolerance policy regarding rudeness to patients.  Call patients back when you say you will.
  • 16. PAGE 16 KAREO | CONFIDENTIAL Customer/Patient Feedback • Implement a customer feedback program  Send your patients a feedback form via email for new visits.  Send a feedback form thereafter every year.  These feedback forms can be the eyes of ears of your practice. Patients can describe the problems they see with your practice from an important viewpoint—the customer’s!  Send a survey to patients you have not seen for a year. They may have left and you don’t even know it yet.
  • 17. PAGE 17 KAREO | CONFIDENTIAL The Unkempt Practice If your waiting room or practice is busy or messy, it tends to create a stressful environment for patients. It also portrays disorganization. The office must be clean at all times. Maintain a policy for picking up the waiting room every day.
  • 18. PAGE 18 KAREO | CONFIDENTIAL Customer Service Customer Service Increased Patient Satisfaction Increased Patient Retention Increased Revenue Increase Clinical Outcomes
  • 19. PAGE 19 KAREO | CONFIDENTIAL What is the Value of a Patient to a Practice? Let’s assume a patient has at least one physical per year, and a few sick visits. That equates to about $500 per year or $25,000 over the lifetime of the patient. But this is a pretty conservative estimate. If the patient has a disease, let’s say diabetes, heart disease, or obesity, then that amount can easily exceed $100,000.
  • 20. PAGE 20 KAREO | CONFIDENTIAL But You Can’t Please Them All • Sometimes, having the best customer service isn’t enough. You may have a disruptive patient who causes problems for your practice:  Non-compliant patients can become a liability—EVEN IF YOU HAVE DOCUMENTED THE NON-COMPLIANCE. A lawsuit can still occur that ends-up being cheaper to settle, but happens to your liability premiums?  Patients who are lewd or rude to you and your staff should not be tolerated: • Take issues of sexual abuse from a patient to your staff very seriously. You could be held accountable if you don’t handle the situation correctly. • You may lose the revenue, but it’s not worth the liability.
  • 21. PAGE 21 KAREO | CONFIDENTIAL How to Terminate a Patient • You need to avoid a claim of patient abandonment. • This can’t be done during a critical stage of treatment. • You can not refuse a patient if they owe money and show up for an appointment. You can reschedule a preventative visit but must treat an acute visit. • Some offices terminate a patient over a $25 copay—but look at the big picture—it’s not worth losing a patient over $25.
  • 22. PAGE 22 KAREO | CONFIDENTIAL How to Terminate a Patient • Giving the patient written notice, preferably by certified mail, return receipt requested; • Providing the patient with a brief explanation for terminating the relationship (this should be a valid reason such as non- compliance or failure to keep appointments); • Agreeing to continue to provide treatment and access to services for a reasonable period of time, such as 30 days, to allow a patient to secure care from another person (a physician may want to extend the period for emergency services); • Providing resources and/or recommendations to help a patient locate another physician of like specialty; and • Offering to transfer records to a newly-designated physician upon signed patient authorization to do so. Source: American Medical Association
  • 23. PAGE 23 KAREO | CONFIDENTIAL Additional Resources • Job Description – front desk / check-in position with focus on customer care. • Patient Satisfaction Survey – Paper form to download and use for your patients – Let us know if you would like us to help with online survey you can email to your patients. • Value of a Patient Calculator – Easy tool to help you calculate cost Visit www.upshealthcare.com/store
  • 24. PAGE 24 KAREO | CONFIDENTIAL Our Schedule for Today… 1 Introduction & Welcome Rochelle 2 How Customer Service Impacts Your Bottom Line 3 Discover Kareo’s Role 4 Answer Questions
  • 25. PAGE 25 KAREO | CONFIDENTIAL Discover Kareo’s Role “…Make Your Practice a Best Practice!”
  • 26. PAGE 26 KAREO | CONFIDENTIAL Discover Kareo’s Role • Cloud-based • Medical Billing • Patient Payment Services • Insurance Billing & Remittance • Scheduling & Practice Management • Electronic Health Records • Patient Portal • Medical Billing Services 20,000 Providers Nationwide
  • 27. PAGE 27 KAREO | CONFIDENTIAL Discover Kareo’s Role •Scheduling – Multi provider – time allocation – Reason code – Reminders!
  • 28. PAGE 28 KAREO | CONFIDENTIAL Discover Kareo’s Role •Scheduling •Manage Patient Calls – Put in tasks – Track, audit
  • 29. PAGE 29 KAREO | CONFIDENTIAL Discover Kareo’s Role •Scheduling •Manage Patient Calls •Reports – Patient Account Ledger – How much did we sell to this patient this year? ($4K) – Since we first saw the patient?
  • 30. PAGE 30 KAREO | CONFIDENTIAL Discover Kareo’s Role •Scheduling •Manage Patient Calls •Reports – Patient Account Ledger – Itemization of Charges
  • 31. PAGE 31 KAREO | CONFIDENTIAL Discover Kareo’s Role •Scheduling •Manage Patient Calls •Reports •Online Appointment Request
  • 32. PAGE 32 KAREO | CONFIDENTIAL Discover Kareo’s Role
  • 33. PAGE 33 KAREO | CONFIDENTIAL Our Schedule for Today… 1 Introduction & Welcome Rochelle 2 How Customer Service Impacts Your Bottom Line 3 Discover Kareo’s Role 4 Answer Questions
  • 34. PAGE 34 KAREO | CONFIDENTIAL Let’s Answer Your Questions 888.775.2736 x1 sales@kareo.com Live Chat @ http://kareo.com/chat
  • 35. PAGE 35 KAREO | CONFIDENTIAL How Customer Service Impacts Your Bottom Line Thank you for attending!

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