Amaze Provider Care Is Unique

Amaze Culture:

1. We make the patient’s life better even if it means inconvenience r some extra work for us.
2. Instead of “no, we don’t do that”; TRY “let us look into it and get back to you on the best way to approach this” or “I can’t do X but I can do Y to help you get what you need”
   • Example: Had patient message in to have his sleep study sent to neurologist. Sleep study was done a few years ago, and not ordered by us. We can advocate and get medical release and obtain those records and then pass them on to neurologist for referral. Could the patient do this, yes, but now we have the records, and the patient thinks we are AMAZE-ing
   • Example: “I am sorry we can not fill your Adderall as we can not fill controlled medications but let me find you someone locally who can for you.”
3. Use “us/we” instead of I or me. “Please let US know if there is anything else WE can help you with” instead of “Please let me know if there is anything I can help you with”.
   • This allows for multiple team members to respond and the patient will not be surprised by this.
4. Respond to every message from patient…we should have the last word
   • Example: If patient says “Thank you so much for all the help”…we could respond with, “It is our pleasure, and please know you can reach out to us anytime, as we are here to help”.
5. Be “annoying”… keep messaging and following up with patients. When you finally do connect the patient is typically not upset, they are more thankful and impressed that someone cared about them so much to keep going and following up… THIS IS NOT THE NORM IN MEDICINE… SO let’s change it!
6. Be overly helpful –
   • “We will get your referral done and make sure the specialist is in network for you. Would you like me to make the appointment when I am on the phone with them, or do you prefer to do it?”
   • Instead of, “We didn’t write the referral so you will have to call the doctor who did and see if the specialist is in network.”
   • “If you will send your pharmacy and insurance cards, I am happy to call and see what is going on with your medications.”
     • Instead of, I didn’t prescribe that so you will have to call the provider that did.
7. Please monitor tasks given to advocates for quality.
   • Our advocates are very good but we work as a team with them to get the patient the right thing every time!
   • Verify the info is right, the task is being worked on and help where you can.
     • Example -advocates are taking a lot of calls that day, do a quick search and get a list of specialists with phone numbers they can call when free. Write the referral for them so it is quick to send it.
     • We are partners in treating every patient!