Every laboratory strives to deliver excellent service and high-quality results. Still, unexpected challenges can arise on the journey from ordering to billing that can impact patient experience, efficiency, and turnaround times.

 In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, speaks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton for the second part of their discussion on minimizing visible impact to the customer when there are bumps in the road.

Their discussion includes practical, actionable tips to: 

• Make it easier for providers to order the right tests. 
• Enhance the patient experience. 
• Prepare specimens for testing and transport to prevent errors and confusion.
• Solve reoccurring issues, address operational challenges, and navigate billing concerns. 

Listen to part one of their discussion, “How to Minimize Operational Disruptions in an Outreach Program,” for more on the internal response to inclement weather, technology outages, staffing shortages, and more.