2017 5 tips fine tune front desk (ab) 050217-final
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The document outlines strategies for optimizing front desk operations in healthcare practices, emphasizing the importance of efficient patient management to improve revenue and reduce claim denials. Key recommendations include pre-registering patients, collecting demographic and insurance information, performing batch eligibility checks, and holding staff accountable for registration errors. It highlights the need for effective communication and support for front desk staff to enhance their engagement and performance.
2017 5 tips fine tune front desk (ab) 050217-final
- 1. TIPS FOR FINE-TUNING THE FRONT DESK 5
- 2. A consulting and education firm that has helped physicians and healthcare organizations increase revenue, optimize efficiency, reduce risk, and improve the patient experience for more than 30 years.
- 3. Amy Boyer, MBA is a dynamic and innovative problem- solver who is highly regarded by physicians for her engaging leadership style, intimate understanding of practice operations, and deep appreciation for clinical care and the patient experience. Amy’s expertise comes from 15 years of working in physician offices, including a private practice, hospital- based practices, and an academic practice, providing her with a unique perspective of practice operations, physician compensation, health information systems, marketing, financial management, and human resource management in each setting. CLICK HERE FOR AMY’S FULL BIO
- 4. THE FRONT DESK IS KEY The front desk is the entry point and first impression of the practice. It is a critical step in the revenue cycle and impacts most areas of the practice. A highly efficient front office can improve collections, reduce claim denials, and drive practice productivity. Invest in training and fine tuning the process. 4
- 5. 5 A receptionist distracted by a ringing phone cannot give full attention to the patients in front of him or her. For large practices, create a service center to answer incoming calls, manage referrals, and schedule appointments. Flex staff between the front desk and the service center to adjust for times of increased patient volumes or peak phone calls. 1. CREATE A SERVICE CENTER TO ANSWER THE PHONE
- 6. 6 For small or solo practices, designate a primary phone operator away from the front desk for busy clinic days. This could be a billing team member or office manager. ANSWERING PHONES
- 7. 7 Collect all demographic information, including insurance information, during the new patient scheduling call. Enter the information into the computer system. Name of carrier Group name/number Policy number Policy holder name & DOB Phone number and address for claim submission (from back of the card) 2. FULLY PRE-REGISTER PATIENTS
- 8. Please confirm your insurance. 8 PRE-REGISTRATION Sample scripts for collecting insurance information: Established patient What type of insurance do you have? Do you have your insurance card available? Would you please read to me some information from the insurance card? New patient Using an open-ended question compels a patient response.
- 9. PRE-REGISTRATION 9 NO Makes it too easy for the patient to say “no,” even if something has changed. Has anything changed?
- 10. 10 During the scheduling call, attempt to collect any past due balance on the account. Sample script: 3. COLLECT PAST DUE BALANCES Mrs. Lee, you have a balance of $50.00 from your prior visit. I can take a credit card payment today over the phone to settle your balance.
- 11. 11 If the patient cannot pay over the phone, ask him or her to bring the past due balance at the time of the appointment. If they are having difficulty paying the balance, offer payment plan options, such as automated, recurring monthly payments by credit card that settle the balance within 3-4 payments. PAST DUE BALANCES
- 12. 12 At least two days prior to appointments, perform batch eligibility to ensure patients scheduled have active insurance and to obtain co-pay information. Most practice management systems can be set up to run the eligibility check automatically. Ensure any required referrals/authorizations are on file. Failing to do so may result in uncompensated clinic visits. 4. PERFORM BATCH ELIGIBILITY
- 13. 13 There is a saying that: Use billing system and clearinghouse reports to measure and report the volume of claim denials. This information is essential to assessing front-end registration performance. 5. MEASURE AND HOLD ACCOUNTABLE Staff respect what managers inspect.
- 14. 14 Denial Category Sample Denial Reasons $ Value Number of Denials Eligibility or Registration Denials • Patient not eligible on date of service • Can’t identify patient Referral or Pre-Certification Denials • No referral (office) • Not pre-certified MEASURE AND HOLD ACCOUNTABLE
- 15. 15 Ask the front desk staff, not the billing office, to correct registration errors that cause claim denials. For example, demographic inaccuracies or transposed numbers. Doing so allows the front desk team to understand the importance of their role in the claim creation process, and will improve their accuracy. MEASURE AND HOLD ACCOUNTABLE
- 16. 16 Run a report of month-to-date adjustments that relate to front-end processes (lack of referral, authorization, and medical necessity) to show the ultimate financial loss to the practice. MEASURE AND HOLD ACCOUNTABLE
- 17. 17 The front desk staff often feel underappreciated for their efforts. Acknowledge their hard work when they meet goals. Affirm their efforts. An engaged and high-performing front desk staff sets the stage for a healthy revenue cycle. BONUS TIP: CELEBRATE SUCCESS!
- 18. KZA helps physicians solve and manage business problems. • Practice Evaluation • Revenue Cycle Assessment • Practice Check Up • Coding and Documentation Review • Coding and Documentation Education • Practice Management Education • Hourly Coding and Management Guidance • Physician Employment Contract Review • Administrator Recruitment and Onboarding Physician Advocates Since 1985 Our Services
- 19. Tell us your needs and we’ll provide a quote. CLICK HERE How can we help your practice? Contact us: information@karenzupko.com www.karenzupko.com 312.642.5616
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- #20: http://www.karenzupko.com/wp-content/uploads/PCIS_general.pdf