by Mary Pat Whaley | Jun 14, 2011 | Amazing Customer Service, Day-to-Day Operations, Human Resources
Do your employees “get it”? If not, add this simple form to your tool box. These three concepts – customer service, professionalism, and HIPAA – are the basis for 80% of your everyday performance issues. Tweak the language to fit your...
by Mary Pat Whaley | Dec 26, 2010 | Amazing Customer Service
Many years ago when I started in healthcare I noticed a certain attitude of the staff toward the patients. It was as if the physicians, nurses and other staff were bestowing an honor upon the patients when they provided them with care. It was not until later that I...
by Mary Pat Whaley | Apr 25, 2010 | Amazing Customer Service, Leadership, Memes
In 2001, the Institute of Medicine (IOM) published Crossing the Quality Chasm: A New Health System for the 21st Century, which outlined fundamental changes that must be made in order to improve healthcare in the United States. Here is a quote from the book:...
by Mary Pat Whaley | Apr 21, 2010 | Amazing Customer Service, Day-to-Day Operations
A good “good-bye” or closure to the office visit can save the practice follow-up phone calls and can help the patient get the most from their time at the practice. The provider should end the visit by having the patient or caregiver repeat back what the...
by Mary Pat Whaley | Mar 14, 2010 | Amazing Customer Service
Here’s a companion piece to my recent list “50 Ways to Attract New Patients to Your Practice.” Once a patient makes an appointment to see your provider, be sure to keep them coming back by wowing them with your customer service. FRIENDLY Introduce...
by Mary Pat Whaley | Feb 14, 2010 | Amazing Customer Service, Medicare & Reimbursement
Most patients would be shocked to know that experienced medical office billing staff struggle with understanding the detailed complexities of coding, billing and insurance reimbursement. Even though there are standards for translating services and diagnoses into...
