title: Big problem, many people, one goal. Improving patient financial services performance.
abstract: A multispecialty organization, faced with growing patient complaints about its billing services, developed a large-scale plan to make the billing process more effective and efficient--a service recovery program. Strong organizational support, leadership commitment and vision, thorough planning and follow-through, and dedicated staff drove the project to surpass expectations.
authors.affiliation: Mayo Clinic in Scottsdale, Ariz., USA. weis.shirley@mayo.edu
authors.forename: Shirley A
authors.initials: SA
authors.lastname: Weis
authors.forename: Katherine K
authors.initials: KK
authors.lastname: Cecala
authors.forename: Kathleen L
authors.initials: KL
authors.lastname: Scheele
mesh_terms: D001130:Arizona; D005251:Fees, Medical; D005382:Financing, Personal; D006123:Group Practice / Q000458:organization & administration*; D006801:Humans; D007588:Job Satisfaction; D009013:Morale; D019982:Organizational Case Studies; D010350:Patient Credit and Collection / Q000592:standards*; D017060:Patient Satisfaction