Finance

Week 5, Assignment 1: Fundamentals of Effective Communcation

Chelsea Hartman

Professor: Paula A. Beiser

Intro To Business, BUS100

February 6, 2015

Effective communication in a work environment is one main factor that keeps businesses up and running; many people do not realize the importance in communication. The approach that a business owner takes to express themselves during a business sale could be crucial for either making a deal or missing out on a good opportunity (Queensland Government). Not only is communication a key factor for making sales and having a successful business, it is also beneficial for creating a good relation ship with fellow staff members. I currently work for a company that does billing for Ambulatory Surgical Centers that are located in other states. Everyday I speak with staff members at the centers, as well as patients who call me to discuss their bills. Effective communication in my work environment is vital in order to make our business successful.

I once had a patient who came into one of our facilities to have a routine screening colonoscopy. Not many people under the age of fifty are aware, but once you turn fifty years of age, most insurances state that you are eligible for one routine screening every ten years, which should be covered 100% by the insurance. After this patient was seen, we received the operative notes at our office and sent the claim to the patient’s insurance. We received payment with a patient responsibility, so we sent this to the patient. I eventually received a call from this patient, very upset, stating that they were advised prior to the procedure that this was a routine screening and she should not have received a bill. I advised the patient that I would look into this further, as it may be a coding issue on our end, and I would give her a call back. I feel that this particular phone conversation was very effective, as I listened to the patient’s issue, and then calmed the patient down by...