Extend Customer Service to Billing

By Kim Stamp

We sometimes forget that great customer service should extend into your billing department.

Oftentimes, when a patient is calling about their bill, it’s because they are frustrated in some way. If their phone call is met by a less-than-cordial billing person, it could be detrimental to your practice. The last thing you want is for your stellar physical therapist ratings to be marred by an angry interaction with your billing team. It’s crucial that patients value what you do. If they become angry about how much therapy is costing them, followed by a negative interaction with a biller, it’s doubtful they’ll be inclined to come back to your practice the next time they need physical therapy.

Take the time to train your biller(s) how to interact with your patients on the phone. Walk through scenarios they might encounter and talk about verbiage that is respectful, kind, and will help to diffuse an angry patient. Pay attention to any patient complaints that come in related to billing interactions and make sure to go over them with your biller(s). From the moment a patient calls your clinic to the moment they pay their bill, it’s important that customer service is at the foundation of every interaction. Make sure even your billing staff knows they are in the customer service business!

Kim Stamp is a member of the PPS Administrators Network and the Regional Business Manager for South Sound Physical & Hand Therapy in Washington State. She can be reached at kim.stamp@irgpt.com