Customer Service and Medical Billing

When you think of customer service, what comes to mind? Fast food workers? Grocery store attendants? Call center reps who help you with your internet or cable issues? Sometimes you can have memorable encounters with customer service workers- though they aren’t always good.

Now put this idea into context with a provider’s staff. How likely would you be to return to a practice if the staff handling the financials is less than stellar? Even if the provider is the best in the area, a poor billing staff can make or break your practice’s reputation.

So how does customer service factor in? Realistically customer service skills are vital to a patient’s overall satisfaction with a practice. You need staff who are compassionate, calm, and friendly, even when dealing with difficult situations such as patient frustrations over large or outstanding balances.

In my own life, I have elected to steer clear of certain facilities if the front end staff or billing staff are agitated or impatient when I ask questions. Having worked for various companies that value strong customer service skills, I understand that at the end of the day, doing what you can to ensure the patient is satisfied with their encounter is important. I don’t want a customer or a patient dreading having to deal with me because of a negative experience. I want Suzy Q to say, “Hey Stevy, thanks so much for helping me understand my bill”, or “I appreciate your willingness to meet me halfway regarding a large balance that I cannot pay all at once.”

Having strong customer service skills can help any employee navigate the everyday nuances of patient encounters. Everyone is entitled to a bad day, but taking it out on patients or even other staff members is not the way to handle things.

I believe having strong customer service skills can get your further with insurance companies. Why yell or get aggravated on a call with Blue Cross and Blue Shield just because you had to sit for over 45 minutes to get someone on the phone? Imagine being on the receiving end of that? Trust me, it’s not fun.

To me, if you don’t have customer service experience, then you had better be the friendliest person on the planet that is never bothered by anything or anyone. I have heard some horrible things over the years. And I have always done my best to take it in stride and remain professional.

Bottom line here is customer service for better or worse, is a fundamental pillar of the success or ruin of a practice.