Patient Phone Calls - Part 1

I can't think of anyone who enjoys taking billing related patient phone calls.  Most patients are friendly, but some can be demanding, argumentative and at times very rude.  However, communication with patients is extremely important.  A patient's conversation with the billing department can either increase their loyalty to the practice or make them decide never to return.  Their satisfaction with a billing related phone call can carry almost as much weight as their experience with the medical staff during their visit. 

This might be hard for some of you to believe, but think of it this way.  Suppose you went to a spa for a massage and your experience was so wonderful you had never felt so relaxed and refreshed.  You decide you will definitely be coming back again.  But then when it's time to pay for your massage you are charged more than you initially thought you would owe.  When you ask why, the person behind the desk gives you a vague answer and doesn't bother to explain it to you.  In fact, they get impatient and threaten you when you tell them you won't pay more than what you thought you would owe.  At this point it doesn't matter how much you loved your massage.  You definitely will not be coming back again!

Now I'm not saying a doctor's office would do this, however some patients will call you with the belief that they don't owe as much as you billed them or they shouldn't owe a balance at all.  I've even had a call or two from patients saying "I don't owe you money, you owe me money!"  How do you deal with a patient who is yelling at you because they think they're right and you're wrong?  Here is my approach:

• LISTEN - Give the patient a chance to say everything they feel the need to say. Do not interrupt unless you feel they have gone on too long and are now starting to repeat themselves.

• GIVE THEM THE BENEFIT OF THE DOUBT - Just because your computer system is showing you something different from what the patient is saying doesn't mean the patient isn't correct.  Always investigate.  Leave no stone unturned until you are completely sure.  If this means you have to tell the patient you will look into the matter and give them a call back then by all means do so.  Even if it turns out you were right all along the patient will appreciate that you took the time to double check.

• TAKE TIME TO EXPLAIN THE CHARGES - Statements can sometimes be confusing for patients and they just need a verbal explanation. Break it down for them by date of service. Tell them what each charge was for, how much the insurance paid, how much was written off.  Yes, it can take a lot of time to do this, but if it helps the patient understand why they owe the balance so that they will finally pay the bill then it's worth it.

In Part 2 of my Patient Phone Calls segment I will discuss what you can say to a patient that will immediately put them at ease, what kind of tone you should take and what is the one thing you should not tolerate when dealing with an angry patient.