Key Points:
- A client needed to communicate insurance changes without overburdening their staff.
- Americollect was able to help answer questions and direct patients via phone after letters were sent.
- The client was then able to focus their attention on patients.
Serving Clients in a Different Way
In healthcare, the main focus is providing the best possible care for patients. Americollect works hard not only to be Ridiculously Nice in Early Out Services and Bad Debt Collections, but also in Healthcare Call Center Services. While most of our partners utilize our call center services for scheduling and switchboard, there are times that require a different approach.
A midwestern hospital that had worked with us for scheduling and switchboard services found themselves in need of a unique call center ability.
Healthcare Call Center Services Answer a Need
When negotiations between this hospital and an insurance provider came to a standstill, leadership planned to mail out 100,000 letters to patients with this insurance provider. It provided answers to many questions and directed patients to a website for more current information. Sending out that many letters, this hospital knew it would result in a lot of calls to the hospital.
Our midwestern client knew that this would overwhelm their staff, so they turned to Americollect to assist with answering patients’ questions.
Healthcare Call Center Success
The midwestern client partnered with Americollect’s Healthcare Call Center Services to speak to these patients, help explain the changes and be a sympathetic ear to the patients going through a potential disruption to their medical care.
Working with a short timeframe, Americollect ensured they were prepared to take these calls by:
- Providing the client with a dedicated telephone number to use on the letter.
- Ensuring teammates were prepared to answer calls with the correct answers.
- Updated the Interactive Voice Response (IVR) answering system to reflect the new option.
- Recording calls to ensure the correct responses were given.
Being Ridiculously Nice and helping patients – especially the elderly – understand what the letter said and acting as a sounding board for frustration and angst, is something that Americollect is uniquely positioned to accomplish. The healthcare call center service by Americollect allowed staff at the midwestern client to continue providing the care their patients need without being slowed down by questions about the upcoming changes.
Conclusion
In healthcare there is constant change, not only in revenue recovery, but also in communicating with patients about that change. This midwestern client trusted Americollect to help ease the burden of patient questions in their time of need and was met with successful results. Speak to a Ridiculously Nice sale representative today to see how Americollect can help you with Early Out Services, Bad Debt Collections, and Healthcare Call Center Services.
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