Features
What's Your Problem?
Every provider has glitches or mistakes they routinely make in their operations. It is a part of having humans involved in the process. But each time a mistake, glitch or problem is encountered, we give up profit to fix it. However, we don't have to keep making the mistake.
To reduce the number of “fixes,” we must first recognize that we have a problem. Sometimes the problem is not noticed. A problem is not overlooked because we don't want to fix it, but because of the tools and the process we are using. So, we might assume the problem is just another cost of doing business.
There are four problems that I frequently see when working with providers that are not always recognized as problems. They are:
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Those responsible for completing the intake form, verifying coverage and getting authorizations are setting up the situation that the company must deal with in order to get paid. When we fail to collect and consider critical information, we drive denials higher and cause payment delays. I have found that it costs in the range of $6 to $9 to work a denial. If we are to be paid efficiently, we must set up a situation that facilitates fast and certain payment.
One way to do that draws from other industries that collect critical information by phone. They develop scripts for their staffs to use. The scripts are on the computer screens with the data collection tools. For HME companies, the data collection tool is the billing system screens. By showing a script on one side of the screen and the billing system on the other, providers are finding they can be more accurate and consistent in collecting critical information.
So the solution is to develop and use telephone scripts for the collection of critical information.
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Just because we are prompted to collect an address and telephone number for our patient/customer, and we do it correctly every time, doesn't mean that we will be able to contact them when we need to. This is one of those situations where it is easy to overlook the problem and assume any difficulty in contacting a customer is just the cost of doing business.
Prevent this from happening by investing a few seconds to collect alternate contact information. Find a place in the billing system and include in the script questions that prompt for cell phone, work and additional caregiver telephone numbers. It may also be worthwhile to ask for e-mail addresses.
