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Tip: Five steps to better phone communication skills

Patient Financial Services Weekly Advisor, April 22, 2005

Editor's note: This week's tip is offered by Mitch Mitchell, president of T. T. Mitchell Consulting, a former director of patient accounting and corporate compliance officer for a facility in central New York.

The following are five key points that I addressed with my patient accounting staff to improve their customer service skills when talking to patients on the phone:

1. Take a moment to read the account information.
When they get the name and account number of the claim in question, staff should look to determine whether there are any extenuating compassion circumstances. Many healthcare facilities have a place in their system where they can note when a patient died. If not, look into making this information easily available to your collectors.

2. Listen fully to what customers say before trying to answer their questions.
Most people try to answer what they perceive the question to be without fully understanding the issue. Sometimes, what's sitting out in front isn't the problem.

3. If appropriate, express condolences before attempting to solve a patient's issues.
All healthcare personnel-no matter what positions they have-should always try to put themselves in the shoes of the patient or family member. Almost everyone appreciates a little compassion during times of distress.

4. Be understanding, but never take abuse.
Although emotions can run high, we all play a part in setting the standard for how we talk with our customers. We deserve that same standard of courtesy back-within reason-depending on circumstances. When we don't get it, we're allowed to save ourselves from abuse. If you get flak from a customer and you give it back, that's unacceptable. But if your staff can't get the other person to calm down, they should pass it on to a supervisor or leave the conversation.

5. Don't rush through a conversation; stay patient until the issue is resolved.
Trying to get through a call to meet time standards usually means someone gets the short end of the stick, leaving everyone unsatisfied. Customers may not always be calling for our benefit, but the information they impart often helps us get claims paid.

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