To some, patient success management comes easy. You might be able to tell by the natural way they quickly and easily build relationships with their patients. They keep patients happy and they rarely leave for a competitor. Some of the most common habits for those individuals that help them with their successes aren’t soft skills. Instead, they are much more tangible skills that can be taught and practiced to help beginners or even those who have experience and are looking for improvement. According to Ron Lunan from Salesforce, here are the six habits that help contribute to the success of customer experience leaders:
1.) They Advocate
Every patient relationship should be a two-way relationship where the patient service professional is able to communicate with the patients, but also allowing the patient to be able to communicate back. The patient should always get the feeling that when they communicate to your organization their voice is heard, and input is considered when changes to the product or services are planned.
2.) They Address
There will come times where bumps in the road come up. Either issues with the product or service come up, or the patient experiences some sort of extenuating circumstance that impacts their success with your organization. These can be tough situations to deal with, but a good patient experience manager will address these issues head-on and make the patient feel at ease. If they have previously established a good relationship it can make these situations easier on both the patient and representative.
3.) They Own
When an issue arises it can be easy for the patient experience manager to shift it off to someone else whether that be a support team or doctor. However, the most experienced managers will do everything they can to try to address the issue immediately before handing it off to someone else. This can help build a trusting relationship between patient and manager as the client feels important when their needs are immediately addressed and that they have a capable, experienced manager ready to help.
4.) They Anticipate
Change is constantly occurring whether it’s to the product or service, organization, or even coming from the patient themselves. A good patient experience manager will be able to anticipate and communicate a plan of action for potential changes that may impact the product or service to minimize any negative implications. This could mean a plan of action for unexpected office closures, scheduling issues, etc. The more prepared you are for change the higher the patient satisfaction tends to be.
5.) They Teach
Keeping your client informed and up to date is a cornerstone to a good relationship with your patients. Not only should you be teaching them about your service or products, but staying up to date on the latest industry trends and topics and providing tips and tricks is a great way to build additional rapport. This can be achieved through various methods whether it be a trunk show with the latest trends in frames or being able to talk to a patient about a new procedure that may be a dramatic improvement over previous treatments.
6.) They Challenge
This trait can be critical to establishing the highest level of success with the patient. When you build a good relationship with the client and acquire a deep sense of understanding on how their needs impact their daily living you open the opportunity to challenge the patient into thinking in new or creative ways to maximize efficiency with your products and services to extract as much value as possible. For eye care practices this can be as simple as talking to the patients about blue light glasses if they work in front of a screen a lot or reviewing how to clean contact lenses if they are a new wearer to make sure they do not become irritating and frustrating to wear.
Your patient management staff may be a natural at this, but it’s always a good idea to be explicitly clear with your expectations of them. They are the main point of contact with your patients and with a little visibility and training if needed, you can have the best customer success team!