Defining and Benchmarking World-Class Customer Service

The following is a guest article by Ron Jones, Director of Operations at Revenue Enterprises Benchmarks are a hallmark of quality in both clinical and nonclinical healthcare processes. However, customer service as part of patient satisfaction is one area where there is no agreed-upon benchmark. The COPC (Customer Operations Performance Center), a global leader in contact center management, auditing, and training, recommends 84% or higher as the world-class patient satisfaction standard to strive for. The Importance of the Patient Financial Experience  Patient loyalty is vital to an organization’s bottom line and brand reputation, but it is increasingly more challenging to come by. Today’s patients are more savvy about how to spend their healthcare dollars and they have more options than ever regarding where to get their care. Retail clinics, walk-in urgent care centers, telehealth companies, and pharmacy clinics are readily available, significantly more convenient, and often less expensive. Ninety percent of patients surveyed said that provider loyalty depends on the patient financial experience. However, nearly one in seven U.S. adults with unpaid medical bills say they’ve had a provider deny them care due to that medical debt, leading many to put off care. What Patients Want Provider organizations must understand that the customer determines service quality, not the organization providing the service. In any industry, but especially healthcare, patients are looking f...
Source: EMR and HIPAA - Category: Information Technology Authors: Tags: Ambulatory C-Suite Leadership Communication and Patient Experience Health IT Company Healthcare IT Hospital - Health System LTPAC COPC Customer Operations Performance Center Healthcare Costs Patient Financial Experience Patient Needs Source Type: blogs