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5 Tips to Improve Personal Injury Customer Satisfaction

You know this scene. A stranger walked into your office and complained that they were hurt by the negligence of the shopkeeper, a town-owned sidewalk, and the collapse of a public utility company's nephew. Although the injury in this example is not life-threatening, the customer requested and sent an EMS ambulance. There are obviously lacerations, which may be soft tissue or even fractures. There is a lot of pain.
Your role as a consultant they trust is to gather information and ensure that this matter is dealt with promptly and fairly. But this is not always as easy as it sounds, is it? Here are five tips to help you complete this process faster and more importantly and reduce the number of follow-up calls from customers who are eager to know the status of their claims.

Question 1: The onboarding process. As with any legal practice, standard documents are required regardless of the case. These documents should outline the reasons for clients seeking legal counsel in clear, straightforward language. It should include the cost structure and the obligations and responsibilities of both parties. The most important is a document that outlines the company's privacy policy to ensure compliance with the personally identifiable information (PII) privilege and proper handling.

Tip 1: Simplify the process by allowing customers to complete as many required documents online. With the popularity of smartphones, tablets and personal computers, a large part of customers should be able to complete the initial forms. This self-service approach not only reduces the time required to create initial records, but also forces customer information from sunsets to digital records. Free PDF tools can be used to open, read, and fill out forms, and customers can record any remaining issues for face-to-face meetings.

Question 2: Medical request form. In our example, the customer suffered injuries necessary for out-patient care, and a series of tests may be conducted by trained doctors and additional treatment in the future. According to today's HIPAA law, copies of recent authorizations issued by customers are often ignored or completed early in the process of gathering information. Health care providers often deny that these requirements are out of date, and in order to obtain medical records, you need to obtain another release form. This greatly slowed the process and frustrated customers and legal staff.

Tip #2: If treatment is expected to occur during the course of events, try to approve the release of medical records as often and as close to the treatment date as possible. Requesting the hospital to publish a record that was signed several months ago usually produces a record that states the request. Instead, prepare your client for treatment, additional release is necessary, and will expedite the case.

Question 3: Medical Record Search. Too often, requests for medical records are assigned to paralegals, colleagues, or other law firm employees. The process of requesting, following up, collecting, organizing, and storing records is daunting for overworked office workers. Costs and lack of status can be the source of customer frustration.

Tip 3: Outsource medical records back to experts who usually have existing relationships with health care providers. They will handle each step of the process, comply with HIPAA guidelines, and automatically send status updates via email notifications. Once found, the records will be stored in a digital repository protected by strong encryption and should be located in the United States. The notice was also not recorded in the notice. It also included prescriptions, medical equipment and other related records. The customer may forget to mention these records during the initial meeting.

Question 4: Hard and soft invoices. When a medical record is retrieved and assigned to legal personnel, the company will try to capture that period of time even if there is no result report. This may lead to unforeseeable (and often disappointing) costs for the customer. Finding the right person on the medical service provider to help record the collection time and the follow-up time required to prioritize this issue in a busy hospital facility, the reality is the time to chase the request. This not only affects customer bills but also has a negative impact on productivity, which can be spent on billing.

Tip #4: Comparing with the "hard" invoices of medical history experts, the preparation time for accumulating minutes in a period of time, when trying to find and obtain answers from health care providers, is strictly questioned. On the contrary, recording search providers "invoices usually greatly reduce the cost of internal resources, which is a real and customary charge for the services provided.

Question 5: Turn to digital practice. Regardless of its e-mail, PDFs or other digitally generated data are related to events, the simple fact is that it is easier to store and manage than paper, regardless of the software applications used for material management, billing, and/or company records, the efficiency of today's legal practice is progressing to almost Paperless workplaces. Reducing paper for personal injury is particularly valuable because data can take many forms, including X-rays, sonograms, MRI, and patient diagnosis and treatment.

Tip 5: Reduce Offices The amount of paper handled by the staff is extremely important for streamlining the legal business.It also provides an effective means of accessing data, whenever settlement or litigation is required.

Simply stated: keep the fees of paid staff and keep the minimum Paper processing.

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