Providing the best service and patient care does not depend entirely on a provider's ability or the amount of resources a practice may have. While new technologies are certainly helping physicians improve care delivery, patient satisfaction can be achieved by simply having a friendly and welcoming staff. By creating an environment where there is a commitment to exceptional service, patients will feel respected and appreciated and this will positively reflect the patient's attitude towards paying you. Employee engagement – and a commitment to the company’s values and goals – starts with your practice’s providers and goes all the way down the line to your front desk staff and healthcare accounts receivable employees.
In order for staff members to do their jobs (and do them well), it is fundamental that they:
Understand what is expected of them.
When assigning tasks and responsibilities, it is important to be clear about your objectives and expectations for each employee. Though a checklist might suffice for certain tasks (make a copy of insurance card, collect co-pay, file signed consent form, etc.), other expectations should have more to do with behavior and creating an image that is in line with your practice’s values and mission statement.
Make sure that your employees understand the importance of smiling and greeting patients with a positive attitude. Even healthcare accounts receivable representatives, billing and administrative staff should do their best to have excellent phone demeanor when interacting with patients. Although their contact with patients may not be face to face, it is still easy to identify their tone and what they are feeling.
Have the resources and knowledge to carry out the tasks assigned to them.
Investing in resources and education is a veritable way to ensure that staff members have the tools necessary to perform their jobs to the best of their abilities. By offering ongoing training and showing a willingness to invest in your staff, your employees will feel more accountable and will demonstrate a greater commitment to your practice.
Feel that they have the support of their superiors.
Effective employees have great leaders behind them; and one of the strengths of a good leader is being able to maintain positive relationships and open communication with employees. When employees feel confident about asking questions and looking to their superiors for work-related advice, there will be less of a possibility that they will be doing things incorrectly for fear of asking.
To learn more about revenue cycle management education resources and how AR Logix’s friendly staff can help your practice put its best foot forward, click here.This information is not to be construed as legal advice. Legal advice must be tailored to the specific circumstances of each case. Although we attempt to provide up-to-date information, laws and regulations often change. We make no claims, promises, or guarantees about the accuracy or completeness of this document.For legal advice, please consult an attorney.