Dear Johns Hopkins,
Perhaps you should review your business practice of having automated collections calls after business hours.
1. The message was so quick that I couldn’t have written down the number if I tried.
2. Your message didn’t even give the option to repeat it.
3. Your message didn’t have the option to speak to a live representative.
4. In addition, your message even comes across sounding like a scam because it doesn’t even ask for a specific person.
and finally most importantly,
5. At 7:50 PM when the call was made your business offices were closed.
I’m sure that automated dialers and automated phone messages are much more cost efficient than hiring live people. Hiring live people involves spending money. To some institutions it’s all about saving a buck and Customer service means nothing. I guess it’s pretty obvious which side Johns Hopkins is on.
If you’re going to have a lousy system in place, you could at least have it operational during your limited business hours. Your hours are 8:30 AM to 4:30 PM. Just so you know, most normal people are working during those hours and it is disturbing to me that you aren’t even open till 5 PM. Of course, I work for a company who provides 24 hour service, 365 days a year… and we place an emphasis on providing quality Customer service. I forget that most businesses could care less about Customer service. But honestly, at minimum, 7 AM to 7 PM would be much more accommodating hours.
Seriously though, can you explain the logic and point of calling and disturbing somebody at the point in time where the customer can’t even return a phone call??? Is there an smidgeon of common sense to this policy whatsoever? I’m sure you haven’t even considered those type A people… they probably won’t sleep at night obsessing over what is wrong with their account.
Do you have any quality control? What type of moron would listen to your message and approve it? What idiot would say… let’s set the system to call at a time when clients can’t return phone calls??? Then who in their right mind, signs off on it and approves it????
Let’s face it, people are going to return phone calls when they can do it immediately and be done with the matter. They are not going to return phone calls when they have they have to remember to do it a whole day later combined with everything else going on in their busy schedules. With your hours, they can’t call before work… they can’t call after work… that leaves them only their lunch break! And honestly, most people don’t return collections calls anyway.
So, I would think that your campaign of automated speed messages with no option to speak to a representative when your office is closed have an effectiveness of close to zero…
For the record… My husband is deceased. His information has been on file with your main hospital since NOVEMBER. I have on numerous occasions stated this information to your representatives. There is no estate. I am not responsible for his hospital bills. You’re calling over trivial amounts of co-pays, I believe well under $100… you’ve gotten well over $100K from the insurance company. Push the little button on the keyboard that charges off the account and be done with it…
Could somebody please get a clue and get this handled?
I certainly hope that your doctors are better than your billing and collections management!!!
Mary K. Smith
Wife of John P. Smith II
Forever Loved. Forever Missed. Love Always.