Calling All

Look This Way 

Rules dictate that I can't share names or any other information about the clients I work with or (and especially) the patients.  But, I want to talk about one patient, well, actually a series of patients who called on what was, "a normal" Wednesday afternoon.  

The patients who reach out to me (the company) call to talk about a bill they've received for we are, after-all, a medical billing company. Aside from those callers who are offering credit/debit card information to pay their bill, are those who have some sort of dispute, need some clarification, need to offer some additional insurance detail, or  just want to vent.  

The normal Wednesday was full of venters.  

The first venter didn't remember the doctor named on the bill she's holding in her hand.  The treatment given during a recent hospital admission.  This statement is a common vent.  Often, when one is hospitalized an army of practitioners may storm through a room. Patients are generally not in a position to take note or notes of who is who or even why. So, when they receive a pile of bills some weeks later, they are (often) perplexed.  This venter was less than satisfied with the information I provided. Very often the venter isn't looking to understand (or to be understood). They typically just want to be heard.  She eventually ran out of steam and hung up.  

The second venter couldn't understand why she's receiving a bill 2 years beyond the treatment date. I tried to explain that the bill in her hand wasn't the first one mailed; that I couldn't explain why  none of the others found her, but tried to assure her others had been mailed even giving her those previous statement dates. She was convinced that we were trying to scam her, that someone had co-opted her identity and is trying to take her $17.82. She hung up with an air of satisfaction that she'd bested me (us) in our attempt to extort her money.  

The final venter didn't know the practitioner, didn't remember the treatment, didn't understand why she's receiving a bill, ("I have insurance!!!") didn't trust me (the company), didn't have any money to pay any, damn bill, didn't appreciate that we were harassing her. This venter opted to use her outside voice during most of her vent.  She was a big fan of punctuating her sentences with some profanity. 

I have clearance to hang up on this type of venter.  However, I rarely hang up on them. I will either stay quiet until they run out of steam or ask them to please stop shouting and certainly stop with the profanity.  I assure them that I will do what I can to assist but will not engage. I will not match them shout for shout.  

I understand the measure of frustration these patients feel.  I understand that many feel powerless and overwhelmed and need to vent.  I admit, some days I have less patience for the venters even if I do understand the frustration that drives them to the phone. Still, I hang on and try to do what I can to help them (and of course, collect their payment or promise to pay).   

The final venter did stop shouting and did edit the profanity however we didn't get any closer to her accepting the current reality. 

She will likely pay her bill. . . eventually.  

Or not.  

She may even call again. 

Maybe even on a Wednesday. 

On the upside, since I work from home now, I can log off, take a walk, pet the dog, have a tall drink of water (or juice, or make a smoothie), or primal scream it out.   

And then, get back at it.