Today while working in the office trying to get authorizations for patients treatment, I had a hard time getting to speak to a live person at the insurance companies. This is not unusual, but it was inconvenient as I really had a lot of work to catch up on. It made me think about who is answering our phone and that I was very glad the people who were calling us were able to reach a live person, at least, during regular office hours. I unfortunately was not able to reach a live person for 6-10 minutes, the recording did tell me how long I would have to wait (that was nice of them). When the staff has to call an insurance company for something it is a dread, because we know that we will reach a recording first and then can wait on hold, until we will be able to talk to a real person, (at times we have waited up to 30 min or more). The point I am trying to make it that none of us like to make calls that we cannot reach a live person and get the help we need right away and insurance companies have made a bad impression on us for this and other reasons. What we need to make sure is that we do not do this to our patients or anyone who needs to get a hold of our offices. It is so important that a live person answer the phone and before the third ring, helping them right away can lead to a good impression of how they view our office as a whole. First impression are lasting and our phone skills play an important role in how we are viewed, as most first contacts with our office happen by phone. How quick we answer, how fast we help them, and our professionalism all plays into how they think about us and our practice. It is good to take a close look at how your office is doing in this area as there is always room for making our first impressions better.
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