by Mary Pat Whaley | Feb 20, 2013 | Amazing Customer Service, Collections, Billing & Coding, Compliance, Day-to-Day Operations, Medicare & Reimbursement, Medicare This Week
When I come across a product or a service that I think is interesting, I want to write about it. When I connected recently with VibrantUSA, I found a service I never knew existed – an insurance broker specializing in Medicare plans! Here’s my interview...
by Mary Pat Whaley | Feb 11, 2013 | Amazing Customer Service, Day-to-Day Operations, Innovation, Memes
The User Experience, according to ISO Standards is defined as “a person’s perceptions and responses that result from the use or anticipated use of a product, system or service.” I recently had a User Experience at a new hair salon. I left my...
by Abraham Whaley | Jan 30, 2013 | A Career in Practice Management, Amazing Customer Service, Day-to-Day Operations, Leadership, Manage My Practice Classics, Practice Marketing
I have not always been excited to hear patient complaints. As a younger manager I absolutely dreaded when a patient wanted to speak to me. I felt that I had little to offer a patient who expressed anger or frustration with something that had happened and I was very...
by Abraham Whaley | Dec 9, 2012 | A Career in Practice Management, Amazing Customer Service, Day-to-Day Operations, Leadership, Quality
During the holiday season we are reminded to give thanks and extend our best wishes to family, friends, and colleagues. It’s a time to step back and reflect upon the accomplishments achieved in collaboration with your team, and feel a sense of gratitude for...
by Abraham Whaley | Oct 15, 2012 | Amazing Customer Service, Collections, Billing & Coding, Day-to-Day Operations, Finance
I will never forget something a patient told me several years ago when I was covering the front desk in a practice I was managing. If you manage a practice and haven’t worked at your check-in and check-out desks recently, I highly recommend it. An insured...
by Abraham Whaley | Oct 2, 2012 | Amazing Customer Service, Compliance, Day-to-Day Operations, The Manager's Minute (Video)
In Episode #10, Mary Pat discusses the importance of taking a moment and verifying who you are speaking with when you interact with patients on the phone.
