Medicare Advantage customer service supports a less healthy, higher-need population, indicating that it should be designed and staffed to effectively serve complex, high-need patients. Objectives: To ...

Rule No. 1: Exceed every patient's expectation. It is not enough to simply meet patient expectations. For the most part, patients don't want to spend money on dentistry or be in a dental office. They ...

Clinician-led engagement outperforms non-clinical call-center models, with “nurse ambassador” programs enabling escalation, ...

Clinical differentiators are rare (and difficult for patients to truly appreciate), so the most effective ways to set your practice apart are in the area of customer service. One proven technique is ...

It’s impossible to read any medical practice blog or journal without hearing that “patient engagement” is on everyone’s minds. The more patient engagement you foster, the happier your patients and ...

How do you think the pandemic changes customer service in clinical trials? Not in terms of customer experience principles; however, I think there are certain components of those principles now that I ...

For many hospitals, recording phone calls with patients about complaints or payment issues can promote better customer service, according to a report from National Patient Account Services. Having the ...

Patient experience leader Jennifer Carron explains why healthcare lags in customer experience and how real-time feedback is changing the game. Jennifer Carron, patient experience officer for BJC ...