Sometimes we get so focused on the day-to-day tasks associated with running a successful Ear Nose and Throat (ENT) practice that we forget about customer service. There are lots of articles on how to boost revenue or improve education for medical billing and coding, authorization training, and other medical billing solutions, but not a lot about bolstering efforts to provide better patient services. While patient care and treatment should always be at the top of your list, it’s the little things and attention to detail that really shine when it comes to customer service.
Patients who feel that they are being taken care of from the first phone call to set the appointment all the way through billing and collections are happy patients. These are the individuals who will sing your praises in online reviews or go out of their way to make sure that their insurance company pays you everything that you are worth. Creating happy patients should be the goal of any practice or clinic. If you are struggling in this area or are looking for ways to make improvements, consider hiring a professional healthcare consultant through MD Pro Solutions.
Step One – Consider Your Team
Set a goal of making a positive first impression on your patients every time they come in contact with a member of your team. While your front desk staff needs to be the most friendly and personable to greet patients, vendors, and other visitors who come into your office, other members of your team need coaching in this area as well. A healthcare consultant who is experienced in the specialized area of ENT practices and clinics can help you to ensure that every member of your team is trained and ready to create a positive experience for your patients.
Step Two – Good Manners
Smiling and being friendly is one thing, but proving it through actions is another. Your staff should be well-versed in good manners, such as saying “please,” thank you” and voice other professional interactions in a genuine and heartfelt way. Smiles need to be real, or patients will feel that they are being talked down to or placated by your team. If one of your staff says that they will call the patient back or take care of something that day, make sure they keep their promises. These seemingly small kindnesses are very significant and revealing signs of professionalism that most patients will notice and appreciate.
Step Three – Be a Good Listener
When customers contact your team about any issues, concerns, appointments, questions, or problems, they need to know that someone is listening. Make sure that your staff is equipped to deal with every complaint and that they view each contact with patients as an opportunity to do better and build a positive relationship with that individual. The next step is to act on the complaint, check out the validity of the issue, take actions to resolve it in a way that is fair and beneficial to the patient. Make sure to contact the patient back to let them know what was done on their behalf to rectify the situation. Don’t be afraid to admit if you made a mistake by overbooking or not calling someone back and apologize for it sincerely to repair the relationship.
Step Four – Go Above and Beyond
Don’t just live up to your patients’ expectations – exceed them! When it comes to customer service, whether you are dealing with insurance companies for medical billing and coding issues or working with a healthcare consultant to make improvements at your office, it is better to over-do it than under-deliver. Make sure that your patient’s needs are met and then do everything you can do go beyond their expectations. There are many ways to do this, from the small touches of comfort in the waiting room to sincere and professional interactions with patients on the phone and in your office. Reduce wait times, keep schedules, offer refreshments and other amenities – just make the entire experience pleasant and simple.
How MD Pro Solutions Can Help
We offer a variety of professional services to help ENT practices and clinics be their very best every day. From medical billing and coding training programs to support for medical billing solutions and authorization training for staff, we can help you keep your team up-to-date on the latest industry requirements, regulations, and trends. A healthcare consultant works for your benefit to help you achieve your goals and take your medical practice or clinic to the next level of success. If you are interested in learning more about MD Pro Solutions or would like to get started with a FREE evaluation, give us a call at 508-946-1665.