Account Management Training and Support to Improve Customer Service

The main reason that most people state for leaving a particular medical practice or clinic is because of bad customer service, according to recent studies. Some of the words that they use include “bad bedside manner,” “rude office staff,” “hard to get through to a real person on the phone,” and “billing problems,” but all of those comments show that there are problems with customer service. It can be hard to keep all the parts of your medical business in balance and do well in each one. Of course, your first priority is to give good care to patients. Thanks in large part to the new rules and laws that have been put in place for the healthcare business, your second focus is often on managing ENT accounts and keeping detailed records. That’s not good because it means customer service is often at the bottom of the list.

Improve Ratings and Account Management

Your customers should be able to wait in a warm, clean, and welcoming room when they come to your office. While they wait, give them free drinks like water bottles, coffee, or tea. For those who have a TV, make sure it stays at a comfortable level and that patients and other visitors can’t change the station or noise. Teach your workers to always smile and be nice to guests. This should also apply to the phone, since that’s where people get the most angry most of the time. Some businesses put one worker in charge of service to make sure nothing is missed. A healthcare expert can help you think of other ways to make the first visit better for your customers and get each one off to a good start.

In order to get better knowledge and understand health issues, learning how to speak clearly with patients is beneficial for everyone. A simple “how can I help?” question can give you the information you need to make a correct diagnosis and show your patient that you care about their health. You can say similar things during the visit, like, “I understand how frustrated you are” or “I would feel the same way if that happened to me.” This shows that you care about and understand their position. However, these words will only help patients feel understood, cared for, and encouraged if they are used in a real way. It has to be said out loud and shown with tone, facial emotions, and body language.

Managing ENT Accounts

Billing and coding for medical care are necessary tasks, but they can sometimes get in the way of doing other things. How long does it take your staff to code and send in claims? How much time is spent making sure that insurance company payments are made so that money is received? If you feel like managing your ENT accounts and bills are taking away from your time with patients too much, you might want to look into hiring medical billing services.

Some doctors think that hiring these important services means they will lose control over account management, but it can actually help them run the business side of their practice better. Monthly records show how many claims were sent in, how much money is still owed (30-day, 60-day, and 90-day accounts), and how much money has been received for the practice. Doctors can use this summary to see what needs to be fixed without having to spend hours reading through pages and pages of data.

Boost Customer Services for ENT Practices

If you hire a third-party service to handle your ENT accounts, codes, and bills, you need to make sure that they are experts in the work you do. Because we only work with Ear, Nose, and Throat doctors, clinics, and offices, we can give our clients the information and experience they need to get the best results. You and your in-house staff can focus on patient problems, like providing good medical care and good customer service, when you outsource medical bills. Your accounts are handled by medical billing specialists who are highly trained and have a lot of experience. A professional healthcare expert can also work with your staff to improve how they verify insurance and handle front desk procedures.

Call 508-946-1665 to get in touch with MD Pro Solutions if you want to know more about outsourcing medical billing services or about get training and help to better handle your ENT accounts. If you have any questions about our full-service record-keeping, billing and coding, reporting and review, or licensing services, please let us know. You can also make an appointment for a free evaluation and chat with one of our expert healthcare consultants.