Bruce Gehring was selected to present at Medtrade Spring 2019. His topic, “How Call Centers Can Improve Patient Satisfaction.”
Since patients are paying a greater portion of their healthcare, providers are looking for ways to increase patient satisfaction. As a result, you are probably tracking communications between your patient and members of the care team. But are you considering the communication between your call center or customer service team in your metrics? Positive interactions with your representatives will help create a loyal relationship with your patient.
Bruce Gehring and Sean Murray discussed the following best practices providers can use to improve their patient interactions over the phone:
- recruiting and selecting agents with the right customer service skills
- incorporating the best KPIs to monitor performance
- understanding the compliance requirements.
We had great questions after the presentation and attendees where anxious to receive their copy of the KPIs and sample collection script.
If you would like to learn more about call center KPIs, contact Bruce.
We were pleased to host the COLLECTPlus Advisory Board meeting for the mutual clients of our partner Allegiance Group (AG) in December, 2018.
The AG team created an environment of open and honest feedback that made for some amazing troubleshooting and enhancement ideas. Seasoned users from Hart Medical, Carelinc and Sobaks Home Medical took the time to step through questions at each level of the collections process. In addition, clients like SuperCare, connecting from the west coast, offered up powerful integration design ideas.
Of the 52 meetings I attended in December, this was by far the most collaborative and actionable! Be sure to attend the next one at the 2019 Users Conference in September!
Lisa Anderson, Universal Software Solutions
High deductibles, larger copays and HSAs have grown A/R portfolios. How do you slow down the growth? Learn the ratios to track and which processes will help you recover your A/R balances faster, reduce your collection costs and improve staff productivity. Join “Maximizing DME Cash Collections in 2018: 5 Ways to Grow Cash and ROI”
You will learn tips on how to:
• Assess your A/R portfolio’s health
• Establish and introduce financial policies to help your company
• Monitor your progress
• Implement a new culture
Bruce Gehring, svp, was a contributer to the Medtrade article – Software Companies at Medtrade Spring 2018.
“Medtrade Spring attendees already know that ruthlessly efficient billing/reimbursement software (in-house or outsourced) is essential in 2018. Providers looking to upgrade or switch their billing system will have an amazing chance to sample, see and speak with representatives from several companies. Medtrade Spring convenes March 27-29, 2018, at the Mandalay Bay Convention Center in Las Vegas.”
“For those…who may be pondering registration, advance rates are still in effect. In part two of its software spotlight, Medtrade Monday again spoke with additional exhibiting software companies to get a feel for what Medtrade Spring attendees can expect when the show starts on March 27 (Expo Floor opens March 28).”
Read full article in Medtrade
See you there! Allegiance Group will be exhibiting in Booth 655!
Exhibiting at Medtrade17 is an exciting time, especially when it is your first show in Atlanta. Although I heard the show was smaller than in the past, it is an impressive conference. The variety of vendors and products gave me a better understanding of how providers help their patients. By attending some of the sessions, I learned about the impact congress can have on the industry and how competitive bidding has changed the landscape.
Watching the exhibit area, I viewed attendees consulting with experts about industry trends, examining new products, discussing management practices—the list goes on and on. The owners and managers were in a different mindset. They are taking a break from their daily responsibilities to focus on their strategic plans. With their SWOT in the back of their mind, they were pondering topics from the growth projections in the HME industry and the continued impact of high deductible health plans to reimbursement cuts to reducing DSO and increasing staff productivity.
Although the attendees were in research mode, they may not have realized they are also experts. They are the best of the best, surviving the volatile environment HME. These experts led their business through some tough times and now they are poising their companies for growth. They are streamlining workflows, expanding their retail floors, meeting with investors, outsourcing processes and fine-tuning their compliance procedures. They are forging the future of the industry by embracing technology and banding together to make an impact at CMS.
It was invigorating to collaborate with these owners and managers – the forward thinkers of HME– listening to their visions, hearing them describe the solutions they need to grow and brainstorming the new product features to help them reach their goals. They see the light at the end of the tunnel. They want to be ready to take advantage of the new opportunities. Their enthusiasm is contagious, and I am looking forward to an exciting future in this industry.
Sharon Bock, Marketing Manager