In that situation, assigning these tasks to an account rep involves no additional cost, and having an account rep do them personalizes the service for the patient. The cost of a new-patient interview involves about 20 minutes of staff time, plus the use of a private office with a computer workstation. The benefit is that this interview anticipates many of the patient's questions and answers them before they turn into problems. Admittedly, coordinating patients' referral appointments does take extra time, and this won't work for all practices. However, whatever level of service your account rep can provide will pay off in increased patient satisfaction and loyalty.
Loyal patients are more likely to pay their bills.
Don't underestimate the benefits of loyalty. Loyal patients are more likely to pay their bills. Because you and your loyal patients know each other well, encounters with them tend to be efficient and you run a lower risk of malpractice. Consider also the costs of patient turnover. One loyal patient can easily generate thousands of dollars of fees or capitation payments over the course of your relationship.