Lillian Audette, from Patient Billing Services, received a Baystate Celebrates Award from Marla Kilough, social worker at Baystate Franklin Medical Center, for Service.
"Lillian, you did a great job today in helping with a bill for a patient. Your assistance helped this patient tremendously. It has allowed her to get housing so she won't be homeless with her two children when she leaves the hospital. Thank you so much!" Kilough wrote.
Serving patients well
"Marla Killough contacted our billing office to put through a change of address for a patient which would enable the patient to receive immediate housing," Audette said.
Another rep from her department transferred Kilough over to Patient Registration to have the patient's address updated.
"Marla needed an invoice to show the patient's residency so she would be eligible to receive housing immediately from her discharge from the hospital that day. When she called back to our billing office, I received her call for this. Our billing system takes 24 hours to update, so with the advice from my manager, I was able to update the patient's information to show residency immediately, so she could receive immediate housing for her and her two children. It was a great resolution that was obtained through fantastic team work from our Patient Billing staff!" Audette said.