Resolving a Problem

ksbpulseUncategorized7 Comments

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
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.

7 Comments on “Resolving a Problem”

  1. What a nice compliment Jean. That has always been my experience with you too. You always go above and beyond to help me. Thank you. Barb

  2. I couldn't agree more with how Jean is knowledgable and patietly helpful. I really appreciated how Jean follows through along with her friendly attitude. KSB is lucky to have Jean! Thanks Jean.

  3. Jean, I am so happy to see you get the recognition you deserve! I truly believe you are a great asset not only to PFS, but to KSB as a whole. Thanks for being 'you' Jean! 🙂

  4. Has KSB thought about having a clinic in the Ohio,Walnut or even Prineton area. Since there are patients et staff who live in those areas. Walnut would be a good site, approx same traveling distance to KSB,CGH,et Perry. KSB has been adding clinics north et east, but nothing south. Thanks

  5. Thanks for posting the Patient article, Dave. It has always been my favorite & reminds each of us to think & act from the patient's perspective every encounter we have with them.

  6. KUDOS TO JEAN BRECHON! SHE IS MY GO TO PERSON WHEN I HAVE AN ISSUE WITH ANYTHING RELATING TO BILLING.SHE'S VERY KNOWLEDGEABLE AND VERY FRIENDLY. AROUND THE WORLD AND TWO SNAPS UP FOR YOU JEAN!

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