One Insurance Question That Will Build Patient Loyalty

Does your office communicate insurance-filing competence to your patients? 

Or do you just take the patient’s insurance card and co-pay and ask them to wait to be seen?
 
If you only do the latter, you are missing out on a prime opportunity to care for your patients and build patient loyalty.  Let me explain.
 
The standard practice when a patient walks in the door is to say, “Are we filing any insurance for you today?”  Sometimes, the question may differ, especially if you have filed for them before, but the question remains the same.  The typical next interaction is having the patient pay their co-pay or perhaps you give them an explanation of benefits.  From that point, there is very little interaction about the patient’s insurance unless there is a problem.
 
Notice, I use the words “typical” and “standard”.  That’s the problem.  These days, typical and standard will put you out business. 
 
Instead, there is one more item you can communicate that will build great patient satisfaction and loyalty.  Have your front desk say something like this:
 
“We promise that we will make every effort to file your insurance correctly, and if there is any concern, we will contact you directly. Do you have any concerns or questions right now?”
 
I tell you, no office says this, and if you do, your patients will be blown away.  It’s the small things that make difference between loyalty and losing a patient.  Try it today, and your patients will love it.
 
Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years. 
 
ProSight Success has several tools to help you with all of this.  Our international bestseller, Practice Progress, goes deep into the philosophies above.  You can find the paperback at Amazon. 
 
However, your best value is the full 7 Step, 7 Book ProSight Success System.  We offer it in 3 formats:
 
Digital ProSight Success System
Paperback ProSight Success System
 
And our best value:  the ProSight Success Workbook that includes a digital copy and a free hour of consulting.
 
Of course, Gordon Duncan, our CEO, is also available for private consulting.  Email him at gordon@jgordonduncan.com.
 
 
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