Do I need to review and revise my patient registration procedures?

Revenue cycle success starts at the beginning.  The financial health of your practice/organization is everyone’s responsibility.  For too long the front and middle office assumed that the back office “took care” of the money.  And in many cases, the back office staff assumed that responsibility, “cleaning up” the errors made upstream.  I’ve even seen some practices that codified this in their policies and procedures.

We no longer have that luxury.  Front, middle and back office staff have to know their responsibility in the revenue cycle.  Increasingly, regulatory requirements and payer rules attempting to affect quality are tied to payment.  The time has come to dust off those procedures or otherwise suffer the cash flow consequences.

Have you had success in updating your registration procedures?  What struggles are you having with the actual drafting of the procedure or in staff adopting it?

Do I have the right people in the right positions?

Times are changing.  Employees know they need updated skills but may be afraid to ask.  What about the receptionist that you hired 10 years ago when collecting that $10 copay was relatively easy and even if they forgot, the patient usually had the cash on the follow up visit or would pay if called. 

$40-$50 copays and $2000+ deductibles are not so easy.  Does that receptionist feel prepared to collect these amounts?  Are they ready with a list of payment methods and versed in how to present them to the patient?  Do they know the payment policy and able to communicate it in a polite yet convincing manner?

Avoid the aging AR minefield by upgrading your staffs’ skills today.  What strategies have worked for you?

Facts you should know to increase cash flow with consumer –directed health plans

Patients with high deductible plans are increasing.  This increases your responsibility to collect more for services from the patient and the potential risk that it will take longer to do so if not collected at the time of service. 

Typically health plans and employers have not done a good job in explaining to their members and employees how they need to set aside enough in their HSA or other savings to cover the increased responsibility.  It unfortunately falls to you, the provider, to provide this information.

Develop a process to counsel patients prior to their visits.  Do the verification of benefits, and talk to the patient about their deductibles.  I have found that patients appreciate a payment plan that allows them to pay their deductible prior to scheduled procedures so they can concentrate on healing post-procedure.