Great customer service is an important part of any business and plays a large role in creating loyal customers. Medical practices are no exception. A medical office that provides a great customer experience is much more likely to have a satisfied and loyal patient base that recommends them to their friends and family.
At Zotec Partners, we know that patient billing and insurance issues can torpedo customer satisfaction, even if your practice is providing top-notch patient care. Our Patient Bill Care™ platform is an easy-to-use and interactive platform that can help significantly increase patient satisfaction by putting patients at the center of their own healthcare financial experiences. It provides mobile-friendly tools such as up-front cost estimations that offer the type of billing transparency that reduces patient frustration. Billing information, easy payment options, online scheduling and other features that are readily available with Patient Bill Care can result in significantly more satisfied patients.
Why is the patient experience so important? Here are some important reasons:
You’re more likely to get positive online reviews. Prospective patients often check out online ratings and reviews for physicians before they make appointments. Long hold times and poor phone etiquette may have little or nothing at all to do with the quality of medical care you provide. But it can result in poor online or in-person reviews that can make people think twice about making an appointment to see you. When someone has a bad experience with a business, they often share it with other people in person and on social media.
You won’t lose patient revenue. Today’s consumers are highly likely to switch companies — and often do so — because of a single poor customer experience. Main reasons for switching: Not feeling appreciated, not getting answers to their questions, rude/unhelpful employees, long waits and otherwise not having their needs met. The same applies to medical practices.
You’ll boost patient retention. All it takes is one bad experience to ruin a relationship with even the most loyal of consumers, and it’s not very easy to win them back. According to one study, 91% of unhappy customers will never come back to the companies they left. Research also shows that it takes about one dozen positive experiences to make up for just one unresolved negative experience. It is possible to work things out with an unhappy patient, but that initial experience can never truly be erased.
Our portal provides a way for your patients to access to their medical information on their desktop or mobile devices and allows them to calculate remaining deductibles and out-of-pocket costs, check account balances, update insurance information, create payment plans and more. Learn more about how we can help your patients be more satisfied with their experiences with your practice.