When it comes to keeping your patients long-term, first-rate customer service seems to be more important than excellent medical care.
Believe it or not, 96% of patients in a recent 35,000-patient study revealed that their primary frustration about their practice was related to customer service, not the care they received. Without proper phone skills and guidelines, it’s only a matter of time before a difficult situation is handled poorly and you lose a patient.
The only way for you to be absolutely sure about how your patients are being treated over the phone is for you to have a telephone etiquette plan in place. The good news is that it’s relatively easy to implement one, if you know how.
That’s where customer service expert and consultant, Tracy Bird, FACMPE, CPC, CPMA, CEMC, CPC-I, AAPC Fellow, comes in. During her 60-minute online training session, Tracy will walk you through how to effectively identify where your front desk phone etiquette is falling short and exactly how to correct it. You’ll receive proven training tools that will help ensure your staff are effectively trained. You’ll also receive proven management tools that will allow you to keep tabs on your phone etiquette and take action before a problem escalates.
Here are just a few of the step-by-step, proven tactics you’ll be able to implement by completing this upcoming, 60-minute online training:
- Head off negative online reviews with proven phone greetings
- Make patients feel welcome even when they have to be put on hold
- Calm down even the angriest patients successfully every time
- Key phrases that tell your phone staff it’s time to escalate a call
- Avoid phone HIPAA mistakes that lead to patients reporting you to the Feds
- Improve patient information collection accuracy and patient satisfaction
- Make sure your patient-return phone calls never get missed again
- And so much more…
Who should participate: This session is designed to help Providers, Administrators, Practice Managers, Front Desk Managers and anyone else responsible for the excellent phone service you want your patients to receive.
Losing just 3% of your patient volume can conservatively equate to over $150,000 a year in lost revenue. Patients are less expensive to keep than to get. And once you’ve got them, they should become the bread and butter of your practice – unless you drive them away.
Don’t assume your staff knows how to deal with your patients over the phone. Leaving your front desk phone etiquette skills to chance is a nightmare waiting to happen. Order this online training today and get everything you need to improve patient service and satisfaction via excellent phone etiquette. You’ll keep your patients longer, and watch your bottom line grow. Don’t wait order today.
Tracy has many years healthcare management experience in multiple specialties in the areas of practice operations, revenue cycle management, coding, documentation, staff training, communications, policy and procedure development, and workflow redesign. Her experience includes work with private practices, hospital based practices, rural health clinics, and FQHC’s She is an ACMPE Fellow with MGMA, a Certified Professional Coder (CPC), a Certified Professional Medical Auditor (CMPA), a Certified Evaluation and Management Auditor (CEMC) a Certified Professional Medical Coding Curriculum instructor (CPC-I).
Tracy is co-founder and past president of the NE Kansas Chapter of AAPC, a past president of MGMA-GKC, is the ACMPE Forum Rep for Kansas, and Kansas City, and previously served on the Certification Commission for National MGMA. Tracy is also an independent practice management consultant with national MGMA. Tracy presents to many healthcare organizations on a variety of practice management topics as well as being a National speaker for MGMA and AAPC.
