Five Strategies to Get Better Healthcare Customer Service

How to make your interactions more productive and less frustrating

Here's the list of strategies, tips and tricks discussed in my video posted to YouTube. Watch the video for the complete discussion, and then copy this list or bookmark this post for later use.

1. Blocking and Tackling

• Keep your information, including documentation and notes from prior conversations accessible while on the phone.

• Prepare your questions and objectives beforehand. Identify what’s relevant and what is not. It will help both you and your agent to be more productive.

• Document everything you hear: names, dates, times, concepts, medications, etc. Ask for spelling and clarifications as needed; don't let them rush you or intimidate you when you're unclear.

• If an agent tells you they will perform a follow-up task, such as calling your doctor or calling you back, then ask when. Aim for as specific a time commitment as you can get. Then folllow up to make sure it's done.

2. Emotional Intelligence

• The person you’re speaking with did not create the problem (99 times out of 100)., Remembering this and even acknowledging it when speaking with the agent can lower your temperature and disarm the conversation.

• Calm, measured tones makes it easier for everyone to be more productive. You can still convey disappointment or urgency.

• Organizations can use it against you if you lose control. Don’t give them the ammunition.

3. Use the right channel

• Make sure you have a login for your health plan’s portal and your medical team’s portals.

• See how far you can get using those websites. D not be surprised by limited, unclear or even contradictory information.

• Try chatting instead of calling for simpler questions. It’s great for automatic documentation and it makes it easier to control emotions. Chat is also great for confirming information you find on the website.

• Complex issues likely need to be addressed on the phone.

• Email is unlikely to help for urgent questions.

4. Think like a Salesperson

• Is the person helping you a “Yes”, “No”, or “Maybe”? Use this framework to tailor your conversation.

  • Yes - like striking gold. Communicate your appreciation. Get all the information and help you can.

  • No - you’re unlikely to get what you need. You may need to call back or escalate to a manager.

  • Maybe - convert them to Yes through appreciation, leading questions, and by being prepared and organized. 

5. It’s like Visiting a Doctor

• Customer service agents your care team both are:

  • Listening, looking at other information for context, and making a plan for you

  • Pressured for time

  • Naturally curious

  • Naturally empathetic

• Prioritizing and focusing on the relevant information makes everyone more productive, and communicates that you respect their time and assistance

• Pique their curiosity and empathy through your words, questions, and tone.