6 Ways to Provide Patients with Exceptional Customer Service
At LRS, we pride ourselves on our exceptional customer service. We think of ourselves as an extension of your practice and want your patients to know how much you care about them.
We wanted to share some of our customer service secrets with you to see if there are tips you can implement in your own practice.
Effective Listening: Patients are calling for a reason and they want someone to assist them with solving an issue or to get answers to their questions.When you really listen to patients, you can learn what the patient truly needs assistance with rather than assuming. By doing this, it shows the patient that you truly care about them and their concerns.
Courtesy: Not sure if people get super excited to call their medical office to pay a bill or talk about insurance but at least we can make it as painless as possible! Answering the phone with a greeting and a person smiling through the other end of the phone just sounds warm and comforting rather than “What do you want?” A welcoming greeting to someone is just a better way to start off a conversation. You can also personalize the experience by asking for the patient's name and using it through the entire phone call. Even being polite can go a long way - remember your please and thank yous! Treat patients like your guests.
Efficiency: Gathering information can take some time. Strive to find accurate information in a timely fashion. Following up quickly and having all the information the patient requested makes a patient feel important. Giving a deadline to your patients also helps so they can expect a call back rather than feel forgotten.
Resolving Issues: Take a problem and find a solution! Whether that’s thinking outside the box or asking more questions. We want to explain and communicate to our best ability so that the patient understands what is going on. “I don’t know” will NEVER be in our vocabulary. We make our explanations as simple as possible so that everyone can understand the medical billing world.
One Team, One Dream: We are an extension of your medical office but the patients do not need to know that. We work together as a team so the patient can’t see where the line is between the clinic and the billing department.
Thank You: We cannot thank our patients enough for allowing us to help them with their billing needs, trusting us in helping them find a solution to their concerns, and giving us time out of their busy schedules to talk to us. A simple “thank you!” at the end of a conversation leaves a positive, memorable impression.
These 6 strategies are things that we do every day at Lincoln Reimbursement Solutions that makes us different from the other medical billing companies. We call it the LRS Difference. Our patients are very important to us and we strive to provide the most exceptional customer service! We hope that we can share our exceptional service and our medical billing solutions with you when you join our LRS Family!