Patients aren’t often excited about paying their bills. But one patient was so pleased with the assistance he received from Rhonda Janeiro in the billing office that he sent her a thank you note and autographed copy of his self-published book.
Rhonda Janeiro
As an enrollment specialist for the Revene Cycle team at Intermountain-owned Saltzer Health, Rhonda goes the extra mile to help patients pay their billls.
“The patient told Rhonda that she helped him so much and was such a joy that he was going to send her a copy of a book he and his family published,” says Kim Carlson, Saltzer Health patient account services manager. “That’s exactly what he did.”
“Rhonda, thank you for the most fun and enjoyment I’ve ever had paying a bill over the phone,” the patient wrote. “And I pay a lot of medical bills over the phone.”
“We don’t get very many happy people who owe money, so this was awesome,” Kim says.
Ashley Tuttle
Another patient had a similar outstanding experience when she called the Patient Services Center and spoke to Ashley Tuttle. The patient was having a very difficult day when she called—she’d just received bad news about her mother and was struggling to fill a needed prescription—and Ashley treated her with empathy and kindness. The patient was so impressed by the interaction that she called Jordan Bennion, operations supervisor for the Patient Services Center, to make sure Ashley was recognized for her outstanding work.
“Ashley made me feel heard and cared for on a really bad day and went out of her way to make sure I got things taken care of,” the patient told Jordan. “She told me to take some time for myself and I really needed to hear that. I’ve been in a position similar to hers and it’s very hard when you’re speaking to people who are in crisis, or sick or afraid, and I was all of those things when I called.”
“You need more people like her on the phones,” the woman added. “She was empathetic towards me and that meant more to me than performing the task I called in for. Ashley is the best example of a caring person. She made me feel like I was the only person she cared about. You never know what a person is going through when they call in.”
“This patient was literally in tears on the phone with me as she explained how grateful she was for Ashley’s actions,” Jordan says. “You completely changed this woman’s experience and her view of Intermountain. This is such an amazing example of living Intermountain’s mission, vision, and values. We’re so proud to have Ashley on our team.”