Final Control Point - Customer Service
The final control point is the customer service function. The customer service function is often a secondary duty performed by a variety of people within the billing office. It is also the point that is likely to suffer the most when breakdowns occur earlier in the process. If incorrect
information was obtained during registration or the patient was sent a confusing statement, then customers are likely to call the business office. At that point, corrections are made to insurance information and claims are refiled, resulting in delayed payments and higher costs. For these reason's the customer service function should be more than something done between working third party accounts. Depending on the size of the business office, customer service should be the primary responsibility of your best people. Some of the key reasons for focusing on customer service are as follows:
- Complex issues will be presented and require skilled intervention - The goal should be to resolve the issue while the customer is on the phone (limiting call transfers).
- Revenue cycle process or system issues can be identified - If tracked and addressed, efficiencies are inevitable.
- Provides enhanced service to patients, setting your practice apart from others - Some patients that are happy with the clinical service provided may leave a practice because of the incompetent billing practices or poor customer service. Good customer service can be a marketing tool.
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