Make sure all Front Office Staff is prepared for January 2023.
Each of these steps will help avoid issues within the Revenue Cycle.
Patient Demographics Update:
- Verify patient address, phone number, email address and emergency contact information
- Verify Referring and/or PCP Information
- Verify ABN on file, if necessary
- Obtain new copies of driver license or state ID card
- Obtain new HIPAA, financial policies and medical history updates
- Obtain a social security number (this helps in a collection agency situation)
Patient Insurance Update:
- Copy new insurance card; front and back
- NOTE: Digital ID cards are here for some major plans. Get a copy front and back by scanning the front and back from their phone; have the patient upload to their health portal; email the ID card image to your email address. Also you could ask the patient to bring a printed copy to their appointment.
- Verify network coverage, eligibility and benefits for specific lines of services
Eligibility:
- Call regarding new networks
- Verify new deductibles, co-insurances and copays, store in the software system
- Verify effective and possible end dates, store in the software system
- Verify in network status versus out of network status per provider, per practice location
- Remind patients they should know their benefits and also confirm in network status
Authorization:
- Make sure to get each patient authorized for services. Just because they were authorized in December does not mean they will be in January.
Credit Card on File:
- Obtain software which helps store credit cards and enter a credit card for each patient
- Form for the patient to sign to store the card and run once the insurance process for payment
Front End Collections:
- When calling for appointment reminders, include if a balance is outstanding and how much the patient is expected to bring to their appointment.
- Check for patient balances when the patient makes an appointment and notify them that their payment is due when they come in to see the doctor
- Provide additional training so the front desk staff can clearly explain why a balance is owed and why it needs to be paid.
You Take Care of the Patients, We Take Care of the Providers
