{"id":2722,"date":"2012-05-08T17:00:05","date_gmt":"2012-05-08T21:00:05","guid":{"rendered":"http:\/\/www.poweryourpractice.com\/?p=2722"},"modified":"2012-05-08T17:00:05","modified_gmt":"2012-05-08T21:00:05","slug":"how-to-improve-the-billing-experience-for-your-patients","status":"publish","type":"post","link":"https:\/\/carecloud.com\/continuum\/how-to-improve-the-billing-experience-for-your-patients\/","title":{"rendered":"How to Improve the Billing Experience for Your Patients"},"content":{"rendered":"

 <\/p>\n

If a patient calls your practice asking for directions to your office, the receptionist can provide them. If he has a concern about his medication<\/a>, your nurse is almost always able to resolve it. If he shows up asking if his pesky cough is a symptom of strep throat, the doctor can give him an answer.<\/p>\n

But what happens if that patient telephones to ask about the charges on his last statement? In many a practice, that call ends unresolved.<\/p>\n

<\/p>\n

Unacceptable \u2013 But All Too Common
\n<\/strong>Ask around to your friends and family \u2013 it\u2019s highly likely that more than one of them can recount an unpleasant billing-issue experience of some sort: spending months getting an incorrect charge wiped from a bill; fighting inappropriate insurance denials to no avail; or being repeatedly promised a return call that never comes.<\/p>\n

Allowing patients to get tied up in the red tape of your medical billing process is a surefire way to lessen (or even ruin) their overall perception<\/strong> of your practice. Even if they love the treatment they receive from your doctors, nurses and clerical staffers, patients who get the runaround when it comes to billing are certainly not likely to give you a positive review on HealthGrades or recommend your practice to a friend.<\/p>\n

In a focus group conducted by HealthCPA, 81 percent of patients surveyed reported anger and frustration with medical bills and, according to the Association of Oncology Social Work, over 50 percent of cancer patients say that their medical bills have had a negative impact on their recovery.<\/p>\n

The Root of the Problem
\n<\/strong>Clearly, billing issues can impact patient outcomes, so resolving them should be important to every employee at every practice \u2013 from the MDs to the front desk. So why is it so common for staffer after staffer to dodge those calls or attempt to pass them off to someone else?<\/p>\n

The reasons abound. Practices that outsource their medical billing operations are frequent offenders, since they may not have any billing experts around<\/strong> to understand patient charges.<\/p>\n

But even offices with in-house billing departments<\/a> can be guilty of this oversight. If all of your staff members have been trained to take ownership of their individual work, they may not feel comfortable answering questions about a claim or statement processed by a coworker.<\/p>\n

It also doesn\u2019t help that, whether they cover your reception desk, handle patient scheduling or take care of coding, your administrative employees are usually busy taking care of their own duties when they answer that patient-billing-issue call. Plus, they may not even have enough knowledge about medical billing to handle it.<\/p>\n

Put Someone on the Patient\u2019s Side
\n<\/strong>What results is the feeling from your patients that they\u2019re up against your practice in a battle for a billing resolution \u2013 consider the terminology associated with these issues: \u201cfighting\u201d charges, \u201cdisputing\u201d a claim.<\/p>\n

Even when all they need is an explanation of why something costs as much as it does, patients won\u2019t feel that their doctor\u2019s office has their best interests in mind<\/a> when it takes repeated urging to get to their questions answered.<\/p>\n

The solution to all that trouble is to give your patients an ally<\/strong> as they navigate the challenges of medical billing. Some practices go so far as to hire an employee to serve as the office\u2019s \u201cfinancial advocate,\u201d whose duties involve helping your patients understand their health expenses \u2013 out-of-pocket and<\/em> through their health plans \u2013 and taking care of special issues like filing, auditing or appealing problem claims upon patient request.<\/p>\n

At the very least, you must appoint someone to be the go-to for patient billing questions, rather than just let those calls roll to the back office for the next available person to handle. This \u201cpatient billing support\u201d rep can be a member of your billing team or a knowledgeable clerical staffer who can act as a liaison between your patients and your outsourcing service.<\/p>\n

But it\u2019s not enough to just have a designated point-person for these concerns. Make sure the rest of your clerical team can cover the slack when your advocate or support rep is unavailable.<\/p>\n

\u201cEducate onsite staff to answer 80% of patient questions<\/strong>,\u201d advises Mary Pat Whaley of ManageMyPractice.com<\/a>. \u201cSome questions need a specialized person to answer, but the majority are straightforward. Your receptionist should not have that deer-in-the-headlights look when a question about a bill is posed.\u201d<\/p>\n

Providing good healthcare to your patients requires that you acknowledge, respect and recognize the significance of all aspects of your patient\u2019s experience with your practice. Just as you wouldn\u2019t let a patient\u2019s question about his health go unanswered, you shouldn\u2019t let his billing-issue calls go unreturned.<\/p>\n

How do you ensure that your patients are pleased with their billing experience?<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

  If a patient calls your practice asking for directions to your office, the receptionist can provide them. If he has a concern about his medication, your nurse is almost always able to resolve it. If he shows up asking if his pesky cough is a symptom of strep throat, the doctor can give him […]<\/p>\n","protected":false},"author":1,"featured_media":32788,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-2722","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-revenue"],"yoast_head":"\nHow to Improve the Billing Experience for Your Patients?<\/title>\n<meta name=\"description\" content=\"Putting an advocate on the patient's side of the billing experience can improve outcomes and patient perceptions at your practice. 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