Great Sample Call

• Great tone throughout the call with appropriate opening of office name & personal name.
• Team member allowed the patient to voice her complaints without cutting her off.
• Once the issue was on the table, team member gave a sincere apology but didn’t admit that we needed to apply the credit without reviewing the account.
• Team member offered to look into the account and offered another apology.
• Good rule of thumb: When a complicated billing situation comes up - don’t try and solve the issues while talking with the patient over the phone. Offer an apology and tell the patient that you would be happy to review their account and give them a call back. This allows you to look into the problem with patience and care.
• Team member assured the patient that if there was a problem we would resolve the issue immediately and offer her a check or credit back.
• Offered to call the patient back as soon as she knew either way, & thanked the patient for looking into the account and calling.
• Gave a personalized ending to the call by addressing the patient by name.
• Team member followed up on account with office manager to make sure care credit was double charged, then credited and patient called back - giving a final resolution to the problem.