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Customer Service and Patient Retention

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Customer Service and Patient Retention

1 hour Audio and Power Point Presentation

Recorded September 25, 2015

With the Patient Affordable Care Act fully in motion, there will be many more insureds. Interestingly, many of these new patients will be enrolled in high deductible plans that means they are spending first dollar. Physician groups will need to understand all of the nuances of what truly effective customer service means. In addition, patient retention will be just as necessary in the new world of branding and competition. This presentation will coordinate a discussion about market changes and ideas you can deploy to begin adapting to these changes.
Learning Objectives:
  • Define the impact of the Affordable Care Act and other recent industry changes on patient's service expectations.
  • Make observations of how patients are more informed as to their health care options.
  • Describe the shift from a paternalistic model of care to a facilitative model of care
  • Identify how patient expectations for service and outcomes are changing.
  • Recognize the value of maintaining an existing patient versus drawing in new patients from the community.


Disclosures: The faculty listed below has no relevant financial relationships to disclose.                                            

Faculty Bio:

Cameron Cox, III., MHA, FACMPE

Cameron Cox is President and CEO of MSOC Health. Recognizing the need for business expertise in small independent medical practices, Cam formed MSOC in 1997 as a means of assisting physicians as they adapt to the changing healthcare environment. Early in his career, Cam served as Practice Administrator for a radiology practice in Virginia. His role included all aspects of the revenue cycle, human resource management, strategic planning and business development, as well as daily operations. This experience provided an in-depth working knowledge of both the intricacies of start-up practices and the idiosyncrasies of mature practices. During his years as President of MSOC Health, Cam has had the opportunity to work with more than 200 medical practices ranging in size from one part-time physician to 20+ providers. MSOC has provided consulting and billing services to more than 300 individual providers in 20 medical specialties. Cam is a Fellow in the American College of Medial Practice Executives and Past President of Triangle Medical Managers. He currently serves on the Political Advocacy Committee for the North Carolina Medical Group Managers. He holds undergraduate and graduate degrees in Healthcare Administration from the University of North Carolina at Chapel Hill. Cam regularly speaks on a broad array of issues, including effective practice management, revenue cycle, EMR and other technologies, and a host of other subjects that are presenting challenges and opportunities to today’s medical practitioners.


Credit Information:

Designation Statement
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

Accreditation Statement
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase.

Urgent Care Management Certificate 

Earn 1 UCMC credit in Operations by listening to this recorded session.

Submitting for Credit:  

If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam.  You must answer 3 out of 5 correctly to receive credit.  Your credit will be placed in your profile under Professional Development or click on "My Credits".  Email with questions.  

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