Constantly looking for new ways to help our clients more effectively manage their revenue cycles and generate more dollars has lead Hollis Cobb to develop a customer service product. Some of our current clients have come to us asking if we could use our large call center to assist them with the many customer service calls coming in to their facilities each day. To that end, Hollis Cobb has developed services for both existing and new clients that help them keep up with the increased volume of customer service calls, thereby ensuring that the overall patient experience remains a positive one.
Hospital Customer Service Calls Explode
The many changes in the healthcare insurance arena, from the impact of the Affordable Care Act to consolidation of some large payers, has caused hospital customer service departments to experience a large influx of phone calls that has not subsided. From patients upset with their large deductibles that are due, to patients confused about their coverage and others unaware of which providers are in network and which are not, have caused hospital customer service departments to be bombarded with calls. Many do not have dollars in their budgets to hire additional customer service staff; therefore they have reached out to Hollis Cobb for help.
Hollis Cobb Offers Solutions
Always willing to step up to help clients face new challenges, Hollis Cobb leadership developed several custom services to assist clients with their high volumes of customer service calls. With our existing extended business office staff, we were able to add technology allowing overflow customer service calls at our clients’ offices to be routed to our extended business office area. Our staff, already trained as customer service representatives, and already having access to our clients’ systems, were able to successfully field the additional calls and answer patients’ questions. This service has enabled our clients to keep up with the increased volume of phone calls and keep the patients in their communities happy with their overall healthcare experience. Our clients have not had to hire additional customer service staff, as we have filled the gap for them.
Total Outsourcing of the Customer Service Department
Hollis Cobb also provides staff for hospital customer service departments onsite, and some hospitals have been able to reallocate their customer service staff to other departments where additional staff were needed. Our staff has received training at our corporate office in Metro Atlanta and additional training at our clients’ offices. From there our staff has taken over entire customer service departments, going on to exceed client goals for inbound and outbound calls. As a result our clients have been able to reassign customer service staff to other departments where more staff were needed, but budget constraints did not allow for the hiring of new employees. This arrangement has been a win-win for both Hollis Cobb and our clients.
Hollis Cobb leadership communicates frequently with clients in order to stay on the leading edge of the evolving world of revenue cycle management. It is our goal to use all of the technology and resources at our disposal to help our clients operate as efficiently as possible. Our clients have let us know that our expanded service offerings are highly valuable to them and have made a significant difference in their ability to generate maximum revenues for their organizations.
