Claim management is an important process for a healthcare facility. The Following dialogue exchanges show the difference in patient satisfaction with manual and claim management automation processes.
Manual Claim Management Process
Healthcare Facility (HF): Good day! How may I assist you with your claim today?
Patient(P): Well, I submitted my claim a few weeks ago, and I haven't received any updates or payment. I'm concerned about the delay.
HF: I apologize for the inconvenience, sir. Let me check on the status of your claim for you. Can you please provide me with your claim number?
P: Sure, it's 123456789.
HF: Thank you, sir. Please hold for a moment while I look up your claim.
(Calls the insurance company, and asks them to check for the claim)
P: What’s Happening?
HF: I’ve Connected With The Insurance company, they’ll check and tell me the status of the process.
P: Okay.
(Waits For some more time.)
HF: It’s in the review process, sir. It may take a few more days.
P: Can You Confirm a date when it’ll be over?
HF: Sorry sir, I can’t confirm it. But I’m sure it should be over soon cause it’s in the review process. Is there anything else I can help you with?
P: No thanks. (In a grumpy voice)
From the exchange, we can clearly understand that the customer is not happy with the answer he received. This is the case in several patients in healthcare facilities.
Let’s Look at the exchange between healthcare facility that has implemented claims management automation systems with Droidlal.
Healthcare Facility (HF): Good day! How may I assist you with your claim today?
Patient(P): Well, I submitted my claim a few weeks ago, and I haven't received any updates or payment. I'm concerned about the delay.
HF: Let me check it, sir. I see you're inquiring about claim number 123456789. Please confirm your date of birth for security purposes.
P: My date of birth is March 15, 1980.
HF: Thank you for confirming.
(Opens the Automated Claim management system)
HF: Based on our automated processing, your payment is scheduled to be released on October 10th, 2023.
P: Great, thank you for the information. Is there anything else I need to do?
HF: No further action is required from your end. If you have any more questions or concerns, please feel free to reach out. Thank you for using our automated claim management system.
P: Thank you. That was quick and helpful. Have a good day. ( In a happy tone)
In this dialogue exchange, you can see how claim management automation helps both the healthcare facility and the patient by quickly providing the patient with information about their claim status and estimated payment date. Want to do the same in your healthcare Facility? Contact Droidal today.
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