Privacy
The worst thing our agent did was lie by accident
It denied a charge the patient had really paid, because a receipt arrived mid-call.
During a call about a specialist bill, our phone agent told the representative that the card on file was not the patient's card and demanded a refund. The patient had in fact paid that amount at the visit, days earlier. A receipt email arrived in the inbox during the call and the agent missed it.
How that happens
A phone agent working from a case file does not know things the patient knows. It does not check the inbox mid-call. And a false statement made confidently is far more damaging than a wrong number.
The rules we added afterwards
- Never deny a charge until receipts and statements have been checked.
- Check the bill inbox right before and during every call.
- Never state a fact that is not in the case file. Write “unknown” and ask.
- Never claim a job title or role you do not have.
- If a correction is needed after something went to a provider, send a written correction the same day.
The general lesson is bigger than phone calls. Any agent, doing any task in your name, will eventually state something false with complete confidence. The defense is not trust, it is a rule that says check first and write down what you do not know.