Customer Service and the Revenue Cycle (How Do You Know You?re as Good as You Think You Are?) by Tom Hajny
Customer service?the more we talk about it, fret about it, and survey it, the less sure we are what ?it? is and how to deliver ?it.? Customer service is about delivering to the patient as pleasurable an experience as possible within the context of the office visit beyond the actual medical care. It is imperative that front-desk interactions reinforce and not negate the confidence and beneficial services rendered by the medical providers. If the practice is able to effect that positive interaction, patients will bound from the visit with a song in their heart or, by gosh, we?ll want to know the reason why.
