Congratulations Carla Tungate for being nominated as Grace Health’s January Communicate with H.E.A.R.T. Spotlight Recipient! Each month Grace Health selects a staff member, nominated by their co-workers, who exemplifies what is means to Communicate with H.E.A.R.T.
What does Communicate with H.E.A.R.T. mean to Carla? Communicate with H.E.A.R.T to me, means truly listening not only with my ears but with my heart and being compassionate so that I can meet our patient’s needs. Every patient’s living environment is different, and we are not here to judge but to serve them equally. I work in the Accounts Receivable area, so I have contact with patients that have a balance due. Sometimes the phone calls can get tough if the patient doesn’t think they owe a balance. My goal is to make sure that I am listening to them fully so that I can resolve the balance issue. Sometimes it is as simple as getting proper insurance information from them so that we can bill or rebill their balance. Sometimes I need to set up a payment plan to get the balance paid or it may be that our patient is in need of applying for Sliding Fee Discount. I talk with a smile on my face so that it comes out in the phone call. I want the patient to feel comfortable to know that I am here to help. It is always so gratifying to get a phone call that starts out bad and ends with the patient being thankful and happy that they come to Grace Health.