I work for a well respected medical practice in my area. We are currently using two computer systems. One is for patient appointments, test results, office notes and anything pertaining to the patient's health. The other system is used for billing purposes. In August of this year, I scheduled an appointment for a patient to be seen in
October. After scheduling the appointment in one system, I went to the other system which stated that the patient was in collections with a substantial amount of mone owed to the practice. I immediately notified the billing manager and told her of the situation and asked her to notify me if the appointment needs to be canceled until the matter is cleared up
I was notified on Friday, September …show more content…
I was told to call him and see if he planned on keeping his appointment.
I called the patient to confirm the appointment and if he got his account straight. The patient was very polite and stated that he was keeping his appointment and that the billing department made a mistake and he did not owe anything on an outstanding bill. I felt that I needed to believe the patient and kept his appointment on the books.
Monday morning, the patient came in and was very disrespectful to the front desk. He did not speak to billing and he demanded to be told where they received their information. He informed them that he was a multi millionaire and could pay any amount, if owed, without blinking an eye.
In the book, Organizational Behavior, the first chapter discusses interpersonal skills and how important communication in the workplace is but it seems that the company I work for has lost the ability to communicate effectively. Due to the communication breakdown between patient and staff, we are having a meeting to discuss what happened, what needs to be done and how to prevent this type of issue happening again. This will be the tenth meeting in as many months with the same foundation and nothing has been done. We have lost good employees with longevity within the company because of the inability to reach a solution on any
October. After scheduling the appointment in one system, I went to the other system which stated that the patient was in collections with a substantial amount of mone owed to the practice. I immediately notified the billing manager and told her of the situation and asked her to notify me if the appointment needs to be canceled until the matter is cleared up
I was notified on Friday, September …show more content…
I was told to call him and see if he planned on keeping his appointment.
I called the patient to confirm the appointment and if he got his account straight. The patient was very polite and stated that he was keeping his appointment and that the billing department made a mistake and he did not owe anything on an outstanding bill. I felt that I needed to believe the patient and kept his appointment on the books.
Monday morning, the patient came in and was very disrespectful to the front desk. He did not speak to billing and he demanded to be told where they received their information. He informed them that he was a multi millionaire and could pay any amount, if owed, without blinking an eye.
In the book, Organizational Behavior, the first chapter discusses interpersonal skills and how important communication in the workplace is but it seems that the company I work for has lost the ability to communicate effectively. Due to the communication breakdown between patient and staff, we are having a meeting to discuss what happened, what needs to be done and how to prevent this type of issue happening again. This will be the tenth meeting in as many months with the same foundation and nothing has been done. We have lost good employees with longevity within the company because of the inability to reach a solution on any