This is simply a Pass/Fail category. The requirements are as follows:
- If a new patient, you must verify which location their appt is at.
- Collected necessary information
- HIPPA regulations
- Use of required elements, Patient name, leaving call back number
- You must never take responsibility for that which is an insurance company’s responsibility, just empathize or immediate failure!
Angry Patient- 4 steps to pass
- Listen and take notes: don’t speak
- Validate,
- Take ownership (not necessarily responsibility). Promise you will get back to him in X number of days. “Can I look into this?”
- What not to do: Become defensive, take it personally, or become righteously justified.