Congratulations to Shareef Macintosh and his Dream Team of employees on their successful Customer Service project for one of our clients. Thanks to his team’s hard work, the client has been able to almost double the number of calls answered and resolved each day, which has greatly improved the patient experience for their facilities. The team’s efforts have cut the client’s call abandonment rate by 75%.
Hollis Cobb’s Customer Service product was developed to help clients more effectively manage their revenue cycles and generate more dollars. Changes in the healthcare insurance arena have caused hospital customer service departments to experience a large influx of phone calls that has not subsided. From patients upset with their large deductibles that are due, to patients confused about their coverage and others unaware of which providers are in network and which are not, have caused hospital customer service departments to be bombarded with calls. Many do not have the budget to hire additional customer service staff; therefore they have reached out to Hollis Cobb for help based on our success with our Customer Service product.