Editor’s note: The following is a sneak peek of a story that will appear in the October issue of Patient Access Advisor, the 12-page newsletter of the Patient Access Resource Center.
Thanks to the leadership of Michele Hill, the patient access department at Skagit Valley Hospital in Mount Vernon, WA, has improved to a 97-98% accuracy rate and revamped its entire customer service initiative.
Customer service at Skagit Valley improved so much that Hill and her manager were invited to speak about it at the August conference, Proven Strategies to Streamline Upfront & Back-End Revenue Cycle Processes, in Washington, D.C.
Patient satisfaction skyrocketed, she says.
“One of my first goals was to create a compassionate experience for the patient,” Hill says. “Everyone walking through that door has just gone through some type of event in their lives. Everyone who walks in that door is treated with the same respect, compassion, and courtesy that all people deserve.”
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