Front Desk Best Practices. Lynne Y Gratton, CPPM, AAPC Fellow PCC 2018 Users' Conference
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1 Front Desk Best Practices Lynne Y Gratton, CPPM, AAPC Fellow PCC 2018 Users' Conference
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4 Goals for the front desk Customer service Telephones Keep them busy Oversight
5 Goals Great customer service Generate clean claims from a demographics standpoint Increase time of service payments Reduce the amount of collections after the visit
6 Customer Service First impressions count Get rid of the glass Greet patients immediately Work as a team, help each other with overflow Separate sick and well reception areas
7 Customer Service Wait for a response before putting someone on hold Discuss significant billing issues in private Have at least one billing staff with an office near the front Do not discuss other parents/patients at the front desk
8 Phones Move phone triage away from the front desk Allow front desk staff to focus on verifying demographics, insurance, collecting payments Use phone system to appropriately route calls For staff on phones, use headsets
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11 Pre-Visit The processes used prior to when a patient comes in will impact the quality of your claims, increase TOS payments, and help reduce the amount of collections needed. In short the Front End functions drive the revenue cycle.
12 Pre-Visit Scheduling Appointment Verification Eligibility Verification Eligibility Using Partner Billing Department Prep
13 Pre-Visit: Scheduling Verify Demographics Insurance Update instantly Review copay and personal balance Only available in sam? Not once you get the 8.5 release!
14 Pre-Visit: Scheduling In the 8.5 release, after you select a patient in the Appointment Book you will get the screen on the following slide.
15 Pre-Visit: Appt Book
16 Pre-Visit: Appt Book
17 Pre-Visit: Scheduling Now Patient Details in the Appointment Book lets you: Review current and past appointments Verify / Update Demographics Insurance Review copay and personal balance
18 Pre-Visit: Scheduling Attend the Roadmap session tomorrow at 9:45am for a live demo of the Patient Details in the Appointment Book. See the Appointment Book in action Thursday at 11:00am.
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22 Pre-Visit: Billing Dept Prep Train the front desk to understand basic information about patient insurance plans when you sign a contract with a new insurance, inform the front desk your financial policy outstanding balances!
23 Pre-Visit: Billing Dept Prep Have a daily huddle between the front desk and billing staff to discuss appointments that day Explain outstanding balances Insurance issues Anything else?
24 Pre-Visit: Billing Dept Prep Create a guide to educate patients about insurance responsibility Make sure the front desk staff knows it front and back so they can answer questions.
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26 Day of Visit Patient Check In (checkin) Posting Charges (checkout) Clean claims
27 Day of Visit: checkin Why use checkin? Financial problems can be directly related to billing errors that could have been avoided simply by reviewing information. Errors can cause delayed payment, costly fines, and lost revenue if not caught. (Wilson, Judy A. (2016) [1].
28 Day of Visit: checkin Demographics
29 Day of Visit: checkin EHR Style A new day has arrived
30 Day of Visit: checkin EHR Style It s like the medical summary screen and demographics - add any chart wide components you like!
31 Day of Visit: checkin EHR Style
32 Day of Visit: checkin EHR Style
33 Day of Visit: checkin EHR Style
34 Day of Visit: checkin Eligibility Make sure eligibility has been verified Relationship code for child or self Online eligibility systems do not ask for patient relationship to subscriber. Real time eligibility requires this be correct or the insurance will not return a response.
35 Day of Visit: checkin Policies Always get a copy of their insurance card Verify subscriber information
36 Day of Visit: checkin EHR Style Click on Encounters and get...
37 Day of Visit: checkin EHR Style
38 Day of Visit: checkin EHR Style
39 Day of Visit: checkin EHR Style
40 Day of Visit: checkin EHR Style
41 Day of Visit: checkin Copays Make sure to collect the proper copay amount, sick vs. well What is your policy regarding HSA Accounts and policies with high deductibles?
42 Day of Visit: checkin Copays Store and process credit card payments online Get authorization from the family to charge their credit card for outstanding balances Flag their account Use a secure web service
43 Day of Visit: checkin Copays PCC EHR Check In will be covered in the General Session Thursday at 8:30am.
44 Day of Visit: Check Out Schedule next appointment Missed appointments Account for all visits Proving Out
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49 Review Goals for the front desk Customer service Telephones Keep them busy Oversight
50 Review Pre Visit Scheduling Appointment Verification Eligibility Verification Billing Department Prep
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52 Review Day of Visit Schedule next appointment Missed appointments Account for all visits Proving Out
53 For a more in depth look at the Appointment Patient Details screen and Check In, attend the Roadmap session Thursday at 8:30am! Check In will be covered in the General Session, the Appointment Book Patient Details will be covered in the 9:45am Roadmap session. Plus a whole lot more!
54 Questions?
55 Reference List 1. Wilson, Judy A. (2016, April). Conquer common billing errors. Healthcare Business Monthly, 26.
Front Desk Best Practices. Lynne Y Gratton, CPPM, AAPC Fellow PCC 2017 Users' Conference
Lynne Y Gratton, CPPM, AAPC Fellow PCC 2017 Users' Conference Goals for the front desk Customer service Telephones Keep them busy Oversight Goals Great customer service Generate clean claims from a demographics
Front Desk & Back Office: Your Two Keys to Success. Lynne Y Gratton, CPPM PCC 2014 Users' Conference
Front Desk & Back Office: Your Two Keys to Success Lynne Y Gratton, CPPM PCC 2014 Users' Conference Front Desk & Back Office Overview Take Away Front Desk Best Practices Pre Visit Visit Date Post Visit
Back Office Best Practices. Lynne Y Gratton, CPPM, AAPC Fellow PCC 2017 Users' Conference
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