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ExtraordinaryCustomer Service
“Principles, Tools & Practices for Transforming Conflict
Reducing Stress and Improving Effeicincy”
“Healthcare has unique patient customer service because of the high stakes and
emotion involved in the service we provide. As the first point of contact and the last our staff really becomes responsible for the whole
experience being a positive one.”
at 13…my first ‘gig’…I was a hit!
All in the family…
College daze…
Thomas Moore,Care of the Soul in Medicine
“Service is not only an offering of time, but also the personal,
emotional effort to do what is necessary for the complete service
of the patient.”
Th e purpose of this talk is to share principles and practices for:
Transforming communication, Reducing conflict and stress, Improving process & productivity.
Principles1. Choosing is an access to freedom and power2. Extraordinary Service is a lifelong practice3. The entire point is well being and service. A ‘well
being’ serves natually and powerfully ;‐)
What benefits would you like to take from this talk?
Benefits Strategies to help staff retain their empathy and desire to serve as their employment progresses and they tend to become a bit desensitized to the patient experience.
…knowledge to share this with my staff. simple methods to ensure my mindset is encouraging and motivating to my team.
…create better, more clear communication and increase revenue.
…new ideas/processes/tools to help me manage myself and lead & engage my team better.
Benefits I would like to grow as a leader. How to mentor young adults into taking on adult responsibilities…
networking, gathering ideas from others, perhaps gain opportunities to site visit and learn from each other. I'd also like to see what products we can implement in our organization.
improve communications and find resolutions to challenges in the workplace or in my personal life with stress or motivation.
Ways to eliminate/reduce stress
Challenges
Challenges I find it difficult to communicate with a patient when something has gone wrong. I become easily frustrated.
Conflicting priorities, lack of collaboration between insurance payer, clinical and revenue ‐ new service lines failing to include revenue for process input …
The conflict between efficiency, staff shortages and customer service.
ChallengesMillennials with a cell phone attached to their hands who are convinced that it is management and the patient's job to please them and make sure all is well with their world...
Issues with transferring pt's from ED to non contracted IPA's. Insurance challenges … Cash collection …
My financial counselors feel overwhelmed with work load and no matter what we discuss it seems not to improve.
“When you truly serve people, instead of merely doing a job, you
connect with them.”
Our Everyday, ‘Ordinary’ Listening
The habit of interpreting
The Habit of Aggression
The habit of listening like ‘noise’listening to others like ‘noise’
What exactly is the noise Wally’s referring to?
How do we ordinarily listen? opinions, like, don’t like, judge, evaluate, good, bad,
complaint, argue, defend, justify skeptical, cynical, negative, positive it won't last, too good blame, victim personal agenda‐what I want feelings
Ordinary Listening opinions, like, don’t like, judge, evaluate, good, bad, victim complain, argue, defend, justify skeptical, cynical, negative, positive it won't last, too good Blame, victim Personal agenda‐I Feelings, I want what I want Personal agenda feelings/wants
Truth/believe/pretend/avoid Tips/answers/hurry up & get to it Gender/culture/family
More Ordinary Listening opinions, like, don’t like, judge, evaluate, complain, argue, good, bad, victim Defend, skeptical, cynical, negative, it won't last, blame, victim pinions, like, don’t like, judge, evaluate, good, bad, victim complain, argue, defend, justify skeptical, cynical, negative, positive it won't last, too good Blame, victim Personal agenda Feelings, wants, expectations Truth, believe, pretend, avoid Tips, answers, hurry up & get to it
Gender, culture, family, politicalMeaning, understand, explain Convince, persuade, sell How life should be What I already know Being Right; ‘don’t you know who I think I am?!’
‘No, I really am listening; I’m really am open’
Opinions/like/don’t like/judge/ evaluate/complaints/argue/defend/
skeptical/cynical/negative/it won’t lastTruth/believe it/convince/ persuade Everything has meaning/it’s personalTips/answers/hurry up & get to it
Gender/culture/familyGood/bad
Understand/explainHow life should be
What we already know
Opinions/like/don’t like/judge/ evaluate/complaints/argue/defend/ skeptical/cynical/negative/it won’t last/blame/victim/personal agenda/Good/bad/feelings/wants
Truth/believe/pretend/Tips/answers/hurry up & get to itGender/culture/family/meaningUnderstand/explain/convince/ persuade/sellHow life should be/should not be
Opinions/like/don’t like/judge/ evaluate/complaints/argue/defend/ skeptical/cynical/negative/it won’t last/blame/victim/personal agenda/Good/bad/feelings/wants
Truth/believe/pretend/Tips/answers/hurry up & get to itGender/culture/family/meaningUnderstand/explain/convince/ persuade/sell How life should be/should not beWh t l d k / t
What ‘flavor’ are you?
I’m a ‘should’ I’m a ‘know it all’ I’m a ‘hurry up & get to it’ I’m a ‘what’s wrong with them’ I’m a ‘It’s not me, it’s them; victim I’m a nice person (but if thoughts could kill there would be dead people around you!)
Sharing
What can you see now?
Tools & Practices Take what you get & transform it. Listen like a
‘peacock’.
When people complain (including you) listen for the commitments behind the complaints. Work on addressing the concerns in the background.
Practice Compassion: Listen as if what they are saying is either something you have said, could say, or imagine yourself saying.
Practices
Be willing to give up being right (for being extraordinary‐ even when you know you are right!)
Practice being generous with your listening, work on expanding your capacity to be present
Be a role model ‐ practice everywhere!
Speech Habits The way we speak has an impact on our performance and the quality of our relationships.
The way we speak can enhance or diminish our performance and our experience at work and in life!
“Because language does not mimic the world you can do things with it that are impossible under the laws of physics. You can create. Destroy. Rearrange. Shove words around however you like. You can make up stories about things that never happened to people who never existed.”
The First Word, The Search for the Origins of LanguageChristine Kenneally
‘Your ‘declaration’ of service’
Create a statement (accountability) that expresses your commitment to service.
See if you get your SELF expressed in the statement.
When you do it will ‘light’ you up!
“I see each and every customer as an extension of myself…I promise to be extraordinary because I said so!”
“I give up now and forever the right to complain about work. I choose my job completely!”
“My life is fully reflected in everything I do. You can count on me to be work on being self aware, and wow my customers with extraordinary service!”
Who or what happened Emotional response What you said and/or what they said
What I was being right about and making them
wrong for
What I really would like to have
happened is…What I will create next time
is…
My client told me that I could have been more professional with my
paperwork
My feelings were hurt, I got angry &
defensive
Me: ‘Well maybe we shouldn’t work together
Jeff: well, I just think it could have been more professional
The way I work is fine. He didn’t appreciate the
work I put into the program. He’s new, he’s
pushy, he’s wrong!
In the future I will be more open to
correction
Called my girlfriend, she didn’t listen as I expected
she would
Anger, frustration, withdrawal, felt a little
hopeless
Me: ‘You’re not listening to me! ’Her: call me when you
calm down!’
She should have listened to me, she didn’t respond
like I expected
I’m sorry, I really need you to listen.
I will be more responsible for my
anger
Tool Extraordinary Communication Worksheet
Tools
Case Study Boulder Community Hospital Took a progressive approach to implementation “the little engine that could” Implementation included
Policy Rewriting work flows In‐service training
Boulder Community Hospital
Results! Started with imaging department Scheduled patients were informed Increased per patient collection by $226 700 patients per month = $158,000 System wide:
Expanded program to include lab & surgery, & other deparmtnets
Increased collections by $397,000/month
In order to provide you with the highest quality service while keeping our billing costs low, we offer [require] paperless billing through EASY‐PAY.
We simply maintain your credit, debit, or check card number on file to satisfy co‐pays, deductibles, or balances not covered by your insurance. Our Patient Finance Counselor(s) will be more than happy to give you more information about EASY‐PAY.
Easy Pay Policy
Top 5 Reasons to Use Easy Pay Options
SAVES YOU TIME AND MONEYNo check writing, postage or running to the mailbox!
MUCH SIMPLER AT TAX TIMEAll medical deductions on one credit statement!
YOU DON’T HAVE TO GIVE YOUR CREDIT CARD TO YOUR TEENAGERWho stopped at the mall prior to their visit!
EASY PAY MAKES LIFE SO MUCH EASIER FOR USMuch less paperwork makes us very happy!
THE FREQUENT FLYER MILES AND POINTS!!!We know at least one couple that went to Hawaii on a hip replacement and a three‐way
bypass!
Ask for the co‐payment prior to service!“The co‐payment today is $____. Are you still planning to (use a credit card or write a
check) as you indicated when you called in?”
“Just go ahead and make that check out now paid to _____and we can get you going as quickly as possible.”
“As you can see we are very busy today. By getting your payment information now I can process your paperwork faster…I’d hate to keep you waiting. If you’re like me when you’re ready to go‐ you’re ready to go!”
“I see that when you called to make your appointment you told Sally that you would be paying by check. We could not have put you into the schedule unless you told us how you would be paying. You may have forgotten. Did you forget?”
Regarding the Collection of Co‐Payments
• Forgiveness of copayments could result in a violation of contract (as viewed by the insurer) and therefore be prosecuted as fraud. Providers must understand the rules regarding waiver of copayments.
• Physicians should be aware that forgiveness or waiver of copayments may violate the policies of some insurers, both public and private; other insurers may permit forgiveness or waiver if they are aware of the reasons for the forgiveness or waiver.
• Routine forgiveness or waiver of copayments may constitute fraud under state and federal law. Physicians should ensure that their policies on copayments are consistent with applicable law and with the requirements of their agreements with insurers.
Co‐Payment Compliance
We are required to collect co‐payments each and every visit. It may be considered fraud for us to collect from some patients and not from others. Please be advised that should you choose not to pay your co‐payments for any reason we may notify your insurance insurer, and in turn, they may drop you as a subscriber.
We refer to AMA Opinion 6.12 ‐ Forgiveness or Waiver of Insurance Copayments which states; “Routine forgiveness or waiver of copayments may constitute fraud under state and federal law.” Our intention is to support you by providing the highest quality of care and assist you you’re your insurance plan. We would never want to jeopardize your insurance by not collecting your co‐ payment.
Avoiding Conflict“That’s not a problem; you can pay check or if you like with credit or
debit card…which one works best for you today?”
If you’ve now determined the patient has come unprepared to pay, you say;
“I really wish we could do it that way, but as we told you over the phone, we are legally required to collect your portion.
We can’t collect from some customers and not others. Not only could we get in serious trouble, but also you could lose your insurance! If you don’t make your co‐ payment, we may be obligated to notify your insurer and they could drop you as a subscriber. We certainly don't want that, do we?"
What about a presentation or workshop for your organization? Time‐Project‐Stress Management Keynote, Retreat, Emcee
Jerry Bridge619.857.5643
