Jana Torgerson, a patient account representative at Sevier Valley Hospital, recently put on her cape as a healthcare hero to helped two frustrated gentlemen with a difficult situation. The men angrily marched into the hospital recently, approached the door screener, and said, “We need to see the administrator.”
“I could tell they were upset,” Jana says, who works at the front desk nearby. “He was holding a bill in his hand.”
She learned the men were frustrated by a billing error. They’d tried to resolve the issue with phone representatives but were unable to make any progress. After several failed attempts to correct the bill, they decided to get in the car and drive to the hospital to “rip the administrator a new one.”
Seeing their distress, Jana approached the gentlemen and asked if she could take a look at their account to try to help straighten things out. According to one of the men, Jana took about 20 minutes and patiently sifted through it all with them. She realized the wrong insurer had been billed because of a policy change. Jana got everything straightened out and helped reassure the men. They commended her for going above and beyond to help them and make sure everything was corrected.
“The administrator dodged a bullet thanks to [Jana],” one said.
The men said they had “no complaints with the standard of care [they] have received from the hospital over the years,” and were only upset by the billing error. “They were very happy to get it sorted out,” Jana says. She says one man was so pleased he joked, “I still need the administrator’s number so I can tell him you need a raise!”
Jana says, “If there’s anything I can do to help, I will. It’s just what we do.”