Customer Service
This non-verbal action shows a patient you’re listening, even if you’re not speaking.
What is eye contact or nodding?
The first thing you should say when answering the phone.
What is a professional greeting with your name and location?
You see your coworker is running behind. You should do this.
What is offering to help?
You need this from the patient before verifying their benefits.
What is their insurance card?
The first thing you (employees) should do when you arrive at the front desk.
What is log in, turn on lights, bring out tables and chairs, put up clipboards?
If a patient says “I’ve been waiting forever,” you should respond by doing this.
What is apologizing for the wait and giving an estimated time?
When answering the phone, you should speak this way to sound professional and friendly.
What is clearly, with a smile in your voice?
When two coworkers misunderstand each other, this is often the cause.
What is poor communication or assumptions?
This is the fixed amount a patient pays at each visit.
What is a copay?
Answering phones, checking in patients, and scheduling appointments are all examples of this important ability.
What is multitasking?
f a patient speaks rudely to you, the best way to respond is with this type of tone.
What is calm and professional?
If you don’t know the answer to a caller’s question, say this.
What is “Let me find out for you” or “Let me transfer you to someone who can help”?
When coworkers help each other without being asked, it’s called this.
What is teamwork or initiative?
You can verify coverage by calling the insurance or using this.
What is the insurance website?
This should be done before clocking out.
What is bringing in tables and chairs, cleaning kids area, making sure duties are done?
This is something you should never say to a patient, even if you’re frustrated.
What is “That’s not my job” or “I don’t know, that’s not my problem?
When taking a message, you should always include this.
What is the caller’s name, reason for the call, and callback number?
This term means being alert to your surroundings and coworkers’ needs.
What is situational awareness?
Before a procedure, this approval may be required by the insurance.
What is a prior authorization?
If you’re unsure how to handle a patient request, do this.
What is ask a supervisor or coworker?
A new patient is confused about their paperwork. You should respond by doing this.
What is offering to go over the forms with them or explaining things clearly?
If a patient is angry over the phone, you should respond with this tone.
What is calm, professional, and empathetic?
If you make a mistake, this is the best way to keep the trust of your team.
What is admit the mistake, fix it, and learn from it?
This document shows what the insurance covered and what the patient owes.
What is an Explanation of Benefits (EOB)?
This task involves keeping sensitive patient information private.
What is maintaining HIPAA compliance?