Customer Service
Patients, Coworkers, Nurses, Doctors, Other staff
Who are customers?
Health Insurance Portability and Accountability Act
What is HIPAA?
Includes Scheduling, Registration, Financial Clearance, and Patient Collections
What is Patient Access?
MD who can provide you a referral for specialty services
What is a PCP/Gatekeeper?
Low-income families, qualified pregnant women and children, and individuals receiving Supplemental Security Income (SSI) are examples of mandatory eligibility groups for this coverage.
This is the way that you greet your patients
What is smiling? What is Sir/Ma'am? What is Mr/Mrs?
Name, Address, Phone Number, SSN, MRN, etc.
What is PHI?
CFB/PB Errors by owning; Denials; WQ Monitoring Reports;
What are KPI Metrics?
A system used in group health plans to eliminate duplication of benefits when you are covered with more than one group plan
What is Coordination of Benefits aka COB?
Helps cover the gaps for coverage.
What is a Medicare Gap plan aka Medicare Supplemental?
Attitude, Interest, Actions, Verbal Language, Body Language, and Tone of Voice
What are the 6 Pillars of Customer Service?
The fraudulent practice of sending emails or other messages purporting to be from reputable companies in order to induce individuals to reveal personal information, such as passwords and valuable information.
What is Phishing?
Healthcare software that is used throughout UHS.
What is EPIC?
Person who applies for the insurance plan
Health Maintenance Organization
What is HMO?
Consistently meeting customers’ expectations
What is customer service?
Announcement of Joint Commission Visit
What is Code Purple?
Name, DOB, SSN, and Phone Number
What are the 4 patient identifiers?
The amount that you pay to share the cost of services after your deductible has been met.
What is coinsurance?
Requires you to have Medicare Part A, B and D
What is a Medicare Advantage Plan?
Patient Complaints and Concerns; Effective Commuinication; Employee Engagement; Responsiveness; Patient Outreach
What are the 5 key strategies to improve customer service in healthcare?
The biggest key to success for HIPAA compliance.
What is education?
This is where you can find tipsheets for each department.
What is Patient Access Learning Home?
Person responsible for bill on patient account.
Federal health insurance program that provides health benefits to Americans who are age 65, disabled, End Stage Renal Disease or ALS.
What is Medicare?