Don’t Focus on the Angry Masses but Grab onto a Good Call Whenever Possible
By Peter Lyle DeHaan, Ph.D.
Working in a call center is challenging. Although it’s been a long time since I answered calls in one, I’m still aware of how hard it is. That’s because I’m now on the other end of the phone, such as for dealing with healthcare-related issues.
In truth, I try to minimize my interaction with healthcare personnel, in large part because of the hassle that occurs once the appointment ends. I spend much more time trying to get the bill paid then I spent talking to the healthcare professional in the first place.
Attempting to get my provider to work with my payor is challenging at best, and a futile endeavor at worse. Neither party will talk to each other, which means me talking to them separately. This requires me to phone their respective call centers.
Then I ping-pong back and forth, working hard to reach a resolution but making little progress. Too often I get a slightly different response each time I call.
Currently, I have two outstanding medical invoices, which I’ve been working on for several months. It would be far simpler to ignore the negotiated fees and pay the billed amount in full, but because I must have insurance, I might as well try to use it. Right?
A recent call to my provider quickly escalated into a confrontation, with them threatening to turn me over to collections and me begging them to allow me to pay the negotiated fee as payment in full. They would have none of it. I may have raised my voice. I may have said some things I’m not proud of.
I hung up with equal parts remorse and frustration.
Three days later I called back for another round. I had new information. I knew I’d reach a different rep because they’re a large organization, and I’ve never talked to the same person twice.
Guess who answered the phone? Yep, the same person I failed to treat with respect to my prior call. I groaned to myself. I sucked in a lungful of courage and opened my mouth. “Hi! I talked with you a few days ago and wasn’t very nice. I’m sorry.”
She didn’t know what to say. Truly, she was speechless. After a silence long enough to make me wonder if I should apologize some more, she meekly said “Um . . . thank you.”
Although we had a civil conversation this time, I got no closer to getting my bill paid. I guess it’s time for another round of calls.
Call center work is hard, especially when callers don’t want to hear the information agents have to tell them. Difficult calls are common, so healthcare call center reps must take a small win whenever they can. If they hold onto it, it might help them weather the plethora of angry callers that are bound to follow.
Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.
