Tag: customer service

Making Costs Transparent for Patients: Q&A With HBI’s Noelle Wysocki

By: Enrique Bakemeyer
Date: March 18, 2020
Category: Revenue Cycle
Filed under: customer service, patient-friendly collections, Point of Service Collections, Price Transparency, Revenue Cycle Training

In the wake of new price transparency regulations, patients have questions about the cost of their care, especially what they owe out of pocket. Since high-deductible health plans are very common, many patients likely owe more than they had in the past. Healthcare organizations must be able to help patients understand the cost of their […]

Audit the Patient Experience and Learn Where to Focus Training

By: Enrique Bakemeyer
Date: February 18, 2020
Category: Revenue Cycle
Filed under: customer service, Patient Experience, Patient Satisfaction, Revenue Cycle Training, secret shopping

The goal of healthcare organizations is to provide excellent services to patients, but how can leaders be sure they truly understand the end-to-end patient experience? Organizations typically use surveys such as HCAHPS to measure patient experience, but these surveys do not tell the whole story. The HCAHPS survey focuses primarily on clinical care, and does […]

You Changed My Mind – Empathy Can be Taught

By: Noelle Wysocki
Date: July 2, 2019
Category: E-Learning
Filed under: custom, customer service, empathy, experience, face-to-face, Healthcare, Patient Experience, respect, Revenue cycle, satisfaction, training, workshop

How HBI is helping one organization communicate with empathy, internally and externally. “Word of mouth says that our staff don’t treat each other very well. And we’re slowly losing patients to competitors.” This is what one client said to us over a year ago. And we’ve heard similar statements from so many other organizations across […]

A Cost Containment Strategy You May Not Have Considered

By: Noelle Wysocki
Date: May 31, 2019
Category: E-Learning
Filed under: costs, customer service, development, employee engagement, Healthcare, Learning, millennial, Patient Satisfaction, Revenue cycle, Staff Engagement, training, turnover

Think about the best job that you’ve ever had. What made you love it so much? The people? The service or product you created for the world? The challenges you learned to overcome? During your time there, how did your employer make you feel? Valued? Cared for? Invested in? Had you not felt those things, […]

Pulse Check: Revenue Cycle Resolutions

By: Noelle Wysocki
Date: January 16, 2019
Category: Custom Services
Filed under: customer service, denials, E-Learning, employee satisfaction, HBI, Learning, new year, Patient Satisfaction, Pulse Check, RCA, relationships, Rev Cycle, Revenue cycle

It’s a new year! While your organization’s initiatives may not have changed when the ball dropped, you can be sure that your employees are feeling a burst of motivation as they start 2019, an eagerness to tackle the tough to-dos and an energy to learn, grow, and achieve. Perhaps you’re feeling it too! Let’s capitalize […]

Pulse Check: Empower Your Employees through Customer Service Training

By: Noelle Wysocki
Date: October 3, 2018
Category: Custom Services
Filed under: customer service, Customer Service Training, DRG, employee engagement, Employee Motivation, HBI, Healthcare Business Insights, Patient Satisfaction, Pulse Check, Retention, training, Training Workshops

We usually think of restaurants or retail stores when we think of people providing customer service. Servers and store clerks try their hardest to accommodate the needs and wishes of their customers, making modifications to orders and fulfilling special requests, all while remaining cheerful, unflappable, and seemingly happy to serve the customer. I, myself, come […]

Learning from Like Minds: Connecting Outside the Healthcare Industry to Advance Customer Service

By: Addie Blanchard
Date: March 7, 2017
Category: Revenue Cycle
Filed under: customer service, Lands' End, patient-centricity

Collaborating with healthcare industry peers is one of the surest ways to find a fresh perspective on a revenue cycle process or workflow—but what are leaders missing from only staying within the healthcare industry for their customer service strategies? It is no secret that when it comes to customer service, healthcare as a whole is […]