Kudos to Billing Customer Service

Since this is Customer Service Week, I want to take this opportunity to share with you what an amazing team of individuals I have the privilege of working with every day in Billing Customer Service.  Our department is unique in the sense we not only have the privilege of helping our patients navigate the self-pay billing process and help them find successful account resolution, but we also interact with many different Carilion departments and outside contacts, such as Insurance companies, etc.  

My staff is committed to providing excellent customer service and we take pride in trying to help everyone we interact with daily.   We help our patients find resolution to their outstanding account balances, when they may not have known how they were going to take care of their obligation.  I’ve often said to the team, if we can make a difference for someone so they can rest easy and not worry how they are going to handle their account, then it’s a good day.   

This past FY, Billing Customer Service handled 217,062 inbound calls, 52,278 outbound calls, 5,036 walk-ins at our payment window, we responded to 8,099 MyChart InBasket Messages and 16, 596 emails from patients.  Additionally, we received 6,575 pieces of mail and 5,312 faxes.    Our self-pay collections this past year was $10,668,085!   It’s been a busy and successful year!

A special thanks to my entire team of Professional Customer Service Staff:  April Keeling, Connie Carroll, Sabrina Entsminger, Amy Cottle, Donna Joslyn, Missy Marmon, Melissa Clifton, Sharon Nunley, Angie Garcia, Michelle Arthur, Ann Blum, Libra Hale, Carolyn Haga, Tiffany Steele, Mone’t Preston, Teresa Smith, Ashley Starkey, Dana Ferguson, Sylvia Cahoon, Kim Worrell, Danielle Wickline, Subrina Wray, Teresa Easterling, Jonathan Bartholomew, Alana Scruggs, Valerie Dalton, Brenda Jennings, Lindsey Crook, Shannon Young, Linda Robinson & Lisa Wood!   I’m so proud of your daily commitment to our patients and our team and this organization!   You’re the BEST!

Thank you,

Tim Deel, Manager

Billing Customer Service