Sep 20, 2011
Resolving a Problem
Taking ownership means that we never say, “that’s not my problem.” Here’s a great example of being helpful and dedicated to excellent service when it would have been easy to pass the buck. Way to go!
Dave:I wanted to express how satisfied I was with one of your employees. On Thursday, I received a bill from NIHMS for a pair of crutches that Jarod had been issued in the Emergency Room on June 20th. On Friday, I called NIHMS to find out why I was receiving a bill instead of the billing being submitted to insurance. NIHMS informed me of an issue that required that I communicate directly with KSB.I spoke with Jean in Patient Accounts. The issue was that a physician signature was needed on the order in order for insurance to be billed. Jean assured me that she would speak with in-home medical to get a copy of the order and she would then personally walk the order over to the ER to obtain the physician’s signature. She owned the problem and assured me that she would resolve the issue. She was responsible and attentive to a mere $56 invoice that wasn’t even from KSB!Jean was definitely “the people” to me on Friday. Please share my satisfaction with her supervisor.