Healthcare Resources "customer service" process is designed to provide a customer friendly communication between the provider and patient/guarantor. This process is ideal for use prior to a pre-collection process, particularly if the provider is not confident that their patient statement cycle effectively communicates information to your patients.
Letters are issued on hospital stationary. This is important for continuity of care. There is no payment demand. This is a progressive customer service effort designed to spark communication with the patient. Patients are directed to contact the hospitals "customer service" unit, with a local number that remote call forwards to our customer service department. After the second customer service letter, a customer service representative will attempt to contact all patients who have not responded or paid.
In addition, the customer service process has increased patient balance recovery at most of our clients and significantly reduced incoming patient calls to the hospital business offices. One of our clients claims that the Customer Service program reduced incoming patient calls by as many as 6000 per month, enabling them to improve internal production.
