Patient Engagement

A patient’s visit to your acute care facility isn’t truly complete until billing issues have been resolved to their satisfaction. How people are treated during inquiry calls contributes directly to their feelings and attitude toward your practice. To help ensure a consistently good experience with all callers, Brault’s Patient Service representatives are equipped to answer patient questions quickly and accurately, with a high level of empathy and professionalism. With instant access to contract summary, charity care, billing policy information, and mobile live scan, reps can work with patients’ insurance companies to maximize benefits and minimize out-of-pocket costs. Patients also receive informed insight into factors that may affect their bill, a service which helps to deepen their understanding and lessen frustration and anger. Throughout the day, managers routinely monitor incoming calls. This helps them evaluate staff’s knowledge and performance, and determine whether additional training or support may be required. To assure and maintain a high quality of service, every call is digitally recorded and reproducible for up to 60 days.