Front Office Staff You are the KEY to it All. Presented by Joy Newby, LPN, CPC Newby Consulting, Inc. 5725 Park Plaza Court Indianapolis, IN 46220 Voice: 317.573.3960 Fax: 317.705.0131 E-mail: [email protected] Front Office Staff.
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The need for quality customer service and satisfaction is at an all time high.
Research indicates that as much as 65% of patient satisfaction is based on non-clinical issues (like atmosphere, communications, and customer service).
A satisfied customer tells just 5 people
Waiting is not just an issue when your patients present at the office. This is also an issue when your physician sees patients in the hospital or provides services at other locations such as a nursing home.
Word of mouth is powerful publicity.
It can work for you or against you!
Three types of publicity
Do not eat where patients
can see you!
Any conversations regarding other
patients should be done quietly
Keep personal conversations to a
minimum and discussed quietly
Review the patient’s insurance
card(s) at each encounter
Check-in staff determine which insurance is primary when the patient has coverage under two or more insurance plans.
Patient services involving accidents, e.g., workers’ compensation, automobile or liability coverage, should be interviewed in private to determine who is responsible for payment.
Collect the copayment