Articles

The 5 Rules of De-escalation Training

Feb 26, 2020

Resolve issues, reconcile patient relationships, and preserve the patient experience.

The job of a patient financial services (PFS) employee is anything but easy. On a daily basis, revenue and billing service representatives encounter questions, confusion, frustration, and sometimes flat-out anger from patients in regard to their medical bills. And it’s the responsibility of these PFS team members to provide excellent service through it all. The success of the healthcare revenue cycle depends, in large part, on the quality of the patient experience they provide.

Service excellence is the end goal of most PFS departments, but we all know that not everything can go right every time. That’s why an effective de-escalation training program is so important for today’s revenue teams.

With these five go-to rules of de-escalation, you can equip your PFS employees to not just resolve issues, but also to reconcile relationships that are integral to a positive patient experience.

Rule #1: Listen

Oftentimes, escalated patients simply want to be heard. They are likely yelling or raising their voice because they feel they have not been heard in the past and they are frustrated. So let them vent. Use this time to gather information about their issue. And most importantly, do not jump in, interrupt, or try to “fix” the problem until you know what is going on.

When a patient starts to repeat themselves, this is an ideal time to show you’ve been listening. A simple statement – “I want to make sure I heard you right. Is this your issue?” – proves you heard their concern and in many cases, will immediately calm the patient.

Download our free case to see how listening changed a patient’s experience – and her life. >>

Rule #2: Empathize

Putting yourself in the patient’s shoes is key to guiding them through an issue and delivering the experience they want and need. Unlike sympathy, empathy shows an attempt to understand a patient rather than just feel sorry for them.

Start by being honest with your patient. If you haven’t been through the same experience, try to feel what they’re going through and acknowledge their struggle. If you’ve been there, done that, let them know. Then find a way to look past the problem and move forward. And for those inevitably discouraging days, equip yourself and your department with actionable ways to fight off empathy fatigue.

Rule #3: Take ownership

Remember your compass as a PFS professional. Your job is centered on people. And in recognizing your patients as real people, you’ll be more willing to own the situation and work through challenges with them. In many cases, letting a patient know you are going to work with them is all they want to hear.

Begin by thinking, “This isn’t my fault, but it is my problem.” Approach the patient with confidence and reassurance – making it clear that you will take care of them, you’re in this together, and you will look at all the options available.

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Rule #4: Don’t start the argument

As a world leader in customer experience, Disney teaches their employees that customers will be substantially more frustrated by an organization’s inability to fix a problem than they are by the problem itself. This principle holds true for the patient experience, too.

So when you’re interacting with an escalated patient, focus on what you can do, not what you can’t do. Telling a patient “no” or that they “have” to do something is the perfect way to start an argument. Instead, actively look for solutions, explain the context of the policy or situation to the patient, and respectively ask them for the information you need.

Rule #5: It’s not personal

Last, but certainly not least, remember that the patient is not upset with you. They are upset with the situation or the organization. Keeping this in mind will help you dodge discouragement and defensive reactions so you can stay focused your job. And that job is not about winning an argument. It’s about serving and educating the patient.

So instead of engaging an outraged patient and falling into an argument, calmly place them on hold and take a moment to think about how you should respond. It’s okay to ask a patient to remain calm if they become verbally abusive toward you. And remember, sometimes creating a positive experience for the patient means learning to let certain things go.

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HOW EMPATHY TRANSFORMED A PATIENT’S BILLING EXPERIENCE (AND CHANGED LIVES)

Download our FREE case study to see how your PFS team can create patient interactions that leave positive impressions and lasting results.

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Karie Bostwick

VP of People and Compliance

As VP of People and Compliance at Revenue Enterprises, Karie Bostwick oversees People functions including recruiting, training, onboarding, engagement and satisfaction. Additionally, she is responsible for compliance training, oversight and monitoring.

Karie has a long history of working in the revenue cycle support industry. Her skills span leadership, operations start up, policies and procedures development, operations workflow, budgeting and client management.

She is passionate about the experience of our people, patients and the Healthcare clients we serve and believes that a team of diverse, talented and motivated individuals working together toward a common goal can make a difference.

Robert Sterett

VP of Information Technology

As a transformational leader Robert Sterrett has leveraged his 20 years of experience to build effective service lines and exceptional teams. In his role as VP of Information Technology at Revenue Enterprises, Robert excels at taking a unique, balanced, and strategic approach to technology leadership with people first for the best possible outcome. Using his experience from engineering, project management and service line management he takes a multi-faceted approach to ensure the right people are in the correct position coupled with the best technology to meet or exceed all expectations from security to compliance and business continuity.

Robert’s leadership style lends itself to building long term relationships and has consistently been a relied upon strength in many organizations. Over Robert’s time as an IT operational and project leader, he has spent significant time in both hands-on technology facing roles and client centric management roles to bring the best solutions that strive to meet the business and client needs.

Focusing heavily on his personal development skills and opportunities, Robert continues to foster coaching and mentorship relationships everywhere in his life, and the lives around him.

Douglas Dunbar

VP of Sales & Marketing

As VP of Sales and Marketing for Revenue Enterprises, Douglas Dunbar leads with a passion for building strategic partnerships, nurturing relationships, and upholding customer service excellence. In his role, Doug focuses on marketing and brand strategy, sales team leadership, and working closely with members of the management team to best serve company goals.

Doug has over 28 years of National sales and marketing call/contact center leadership, with 10 years of service specifically at Revenue Enterprises. Currently, Doug serves as part of Wyoming HFMA Chapter leadership and has held various roles in Colorado HFMA Chapter leadership for over 9 years.

In his spare time, Doug is very family oriented. Additionally, he loves traveling, cycling, golfing, fishing, hunting, and boating.

Kris Brumley, MBA

SVP/COO

As SVP/COO of Revenue Enterprises, Kris Brumley is a collaborative partner within the executive team and a leader for operational functions across the organization. Kris productively shares vision, drives innovation, and supports those around her in a way that elevates them and fosters continuous improvement and results. She has helped create a supportive environment for clients resulting in 98% client retention and a 65% NPS score for all clients and 75% for top clients by revenue.

Kris possesses an MBA in data analytics and has twenty-five years of experience in the healthcare industry, with 19 specifically in revenue cycle. She brings a wealth of customer service experience to her role and has worn many hats at Revenue Enterprises including Director of Business Development, EBO Division Director, and VP of Client Experience Management.

In her personal life, Kris is as busy outside of work as inside. She values spending time with her family, and enjoys fishing, hiking, traveling and interior decorating and design.

Timothy (Tim) Brainerd

CEO

As CEO of Revenue Enterprises for almost 20 years, Tim Brainerd leads by example. He promotes a shared vision and stewards a culture of Integrity, Passion, and Respect. He has assembled and empowered high-performing talent and teams to support customers, facilitate strategic planning and manage the capital of the company. Under his leadership, Revenue Enterprises has doubled in size three times over the past fifteen years while maintaining a culture of caring and gratefulness.

Tim has close to four decades of revenue cycle experience, including nineteen years with RSI
Enterprises. He has been a past president of Colorado Chapter of the HFMA and a presenting speaker on the topic of Leadership. He is a fifteen-year member of Vistage International, the world’s largest CEO coaching and peer advisory organization for small and midsize business leaders.

Raised in the Midwest, Tim values humble principles like being respectful, caring, passionate, self-reliant, and most importantly grateful. His most important lesson and the lesson he hopes to pass on in all relationships is living the Golden Rule–do unto others as you would have them do unto you. He is intentional in his choices and believes in making decisions, taking action, being accountable, and loving your neighbors.

Whenever possible, Tim spends his time with his wife of nearly forty years, his adult children, and his grandchildren. His hobbies include fishing, golfing, traveling as well as game nights and sharing great food with his family.