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. Considering this, using account reps to improve your business relationships with patients may be more cost-effective than you'd think. Jack Valancy is a practice management consultant based in Cleveland Heights, Ohio, and a member of the Family Practice Management Panel of Consultants.