Engage, Communicate, and Reach Carolina AAHAM, May 7, 2015 John Cook, Chief Client Officer, PRC, INC.

The First Engagement This is the most important person you will serve today. They have chosen your facility for their healthcare needs. They want to be welcomed and be assured they will be cared for. You are creating the first impression, one that will go with them all the way through their experience. They are a VIP.

I am a human being They are most likely altered in some way. They are seeking medical care. Understand and provide TLC. Be completely non-judging. The setting must be comfortable and safe. The tone of voice is critical when in a non-face to face encounter.

Meet the patient just where they are Every patient contact is unique. Needs are different. Concerns are different. Listen. Do not be distracted. Understand their fears and concerns.

Asking the Questions Ask open ended questions. Do not give the patient an opportunity to say no. Will you? How will you?

Communicate Effectively The patient must know their responsibility. What is your goal? It must be clear. Clarify certain things as necessary. Give them an opportunity to ask questions. Certain matters must be communicated to the patient.

Options must be available Remember, every patient is different and has unique circumstances. Payment Plans ACA Medicaid assistance Charity Care

Reach the patient Resolution has to be the bottom line. A level of trust must be established between the provider and the patient. What is the resolution? Strive to and provide the exceptional patient experience.

Keep it up The desired resolutions must be clear to the team. Everyone has to be on the same page. Scripting. Role Playing. Ongoing training. Create an atmosphere.

Best Practices John Cook Chief Client Officer PRC, Inc. jcook@prorecoveryinc.com 866-907-8023