Representatives at call centers are responsible for a heavy task. They have to communicate with and convince people that they should be doing something they may not want to: in this case, paying their medical bills on time. It takes a special type of person with a special personality to make that happen well. All too often, we hear horror stories about call center reps making false claims and threats, which just leads to patient dissatisfaction. Continue reading Call Center Psychology
One industry expert believes that 2016 will see more hospital consolidations, both big and small. In an interview with HealthLeaders Media, Kit Kamholz, said that these consolidations are being driven by two primary factors: an adjustment to a value-based business model—something that’s become much more apparent as patients continue shopping their healthcare needs around—and dealing with cost management. Continue reading More Hospital Consolidation in 2016?
Hospitals are very intimidating places for patients. There’s an underlying fear about why they might be there in the first place, but beyond that, it’s a place full of language they may not understand, and costs they may not know. Continue reading Clear Answers for Cost Questions
It’s a problem in many industries across the board: identity fraud can lead to data theft from call centers. Because you aren’t speaking face to face, it’s very difficult for a call center rep to verify that they’re speaking to the right person. When you couple the problem with HIPAA regulations, it becomes even more important that their identity is verified before personal information is shared. Here are a few tips for ensuring your employees aren’t letting important information loose. Continue reading The Phone Call Dilemma: Who Are You Actually Talking To?
We often discuss how important technology has become in healthcare—from wearable health monitoring devices to simple online appointment scheduling tools. This technology can have a huge impact on the patient experience and satisfaction. Continue reading Lack of Focus on Healthcare Apps Costs Millions
There are so many legal distractions facing hospitals today, they can sometimes get in the way of ensuring you’re providing the kind of care that patients deserve. Patients and their lawyers may try to sue for any number of issues, and some have been known to bait representatives trying to collect on bad debt. Fortunately, there are important strategies you can implement to help protect your accounts receivable department from liability. Continue reading Protecting Your Accounts Receivable Department From Liability
A recent study by researchers at Johns Hopkins University School of Medicine have found that the Nationwide Inpatient Sample—which is compiled from patient billing data—is full of flaws due to underreporting. Continue reading Inaccurate Reporting Can Hurt Hospitals’ Bottom Line
The Accounts Receivable department of your hospital may not be the heartbeat, but it’s certainly an important element to keep everything running as smoothly as possible. But there are any number of things that can slow down your A/R department, causing hiccups that lead to some dire straits, in the cases of some hospitals. Continue reading Auditing Your A/R Department’s Performance