Patient Experience Center

The ClearBalance Patient Experience Center is staffed by skilled professionals who adhere to the highest customer service standards for one-on-one interaction. The team is based at our San Diego headquarters and only services patients participating in a ClearBalance patient loan program. Patient Experience Center team members provide a positive experience, treating each person honestly, fairly and with compassion. This encourages high levels of repayment and satisfaction and creates greater loyalty that ultimately leads to additional business for you. Patient Experience Center team members are available to support patients 73 hours per week, Monday-Saturday.

  • “Retail” standards of performance
    • 90% of calls answered in 20 seconds or less
    • Call abandonment at 4% or less
    • Voice messages returned within two hours
    • State-of-the-art auto-dialer and monitoring systems
  • Convenient for the patient
    • Hours of operation designed to capture 95% of calls
    • IVR pay by phone or online, 24×7
    • Coupon and envelope provided with statement to mail payment
  • Call monitoring for quality assurance
    • Professionalism
    • Listening skills
    • Empathy
    • Resolves issues
    • Answers questions correctly
    • Continual coaching for quality performance

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