Patient say WHAT?
"I've called 3 times already. Nobody helps me!"
What is frustrated?
A phrase that reassures the caller you are there to help.
What is I'd be happy to look into this for you?
This must be verified before discussing account details,
What is Hipaa Verification?
Instead of "thats not my job"
What is, I am here to assist you.
The first step when a patient is upset is to do this.
"What is acknowledge their feelings?
"I can't afford this. I don't know what I'm going to do."
What is overwhelmed?
This shows empathy at the start of the call.
What is "I understand how concerning your bill can be."
This program may help patients who cannot afford their balance.
What is financial assistance
"You'll just gave to call someone else" falls unto this category
What is poor customer service language?
This tone helps calm a heated conversation
"Why is this so much? This makes no sense."
What is confused?
This builds trust before explaining charges.
What is "lets go through this together."
This lets patients pay over time instead of all at once.
This phrase sounds dismissive: "calm down"
What is something that escalates patients.
This skill means letting the patient speak without interruptions.
What is active listening?
"This is ridiculous! You all messed this up!!!"
What is angry?
This statement shows ownership instead of passing the patient off.
What is "let me see what I can do to help"
This document shows how insurance processed the claim.
"This nothing I can do" should be replaced with solution-focused language.
What is a negative statement to avoid?
Offering this can reduce stress about a large balance.
What is a payment option or assistance?