Patient Billing

Could bill paying ever be made pleasant? Apparently, Robin Penn has figured out that genuine sincerity and respect are key to making the process easier for patients.

"Usually the collection of money isn’t well received," says Kathy McGhee, Patient Accounts Supervisor at Northwest. "But Robin’s friendliness has resulted in her receiving several bouquets of flowers and thank you cards from patients and families."

Robin says she’s not sure how she works her magic, but discretion and caring help.

"If I can see they are not feeling well or that they have a visitor in the room, I will not discuss their co-pay," Robin says. "I leave them my card so we can meet later when they are ready."