Big problem, many people, one goal. Improving patient financial services performance.
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.
Weis
Shirley A
SA
Mayo Clinic in Scottsdale, Ariz., USA. weis.shirley@mayo.edu
Cecala
Katherine K
KK
Scheele
Kathleen L
KL
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