maximizing front desk collections w next gen (for distribution).ppt
DESCRIPTION
Maximizing Front Desk Collection Using NextGen. Top 10 best practices.TRANSCRIPT
James Muir
Maximizing Front Desk Collections with NextGen
Identify the tools and techniques to help
Presenter:
Topic:
Details:Identify the tools and techniques to help maximize front desk collections. Focus will be on policy, training your staff on how to ask for payment, and the provisions within NextGen® to help you maximize your collections.
GAME!GAME!GAME!GAME!
Are CoAre Co--Pay’s Important?Pay’s Important?Are CoAre Co--Pay’s Important?Pay’s Important?
• The average co-pay is $15*
• That’s $68,000 - $90,000 per year per doc**
• That’s 20% - 28% of a practice’s overhead
• Or, 36% - 43% of the doctor’s salary• Or, 36% - 43% of the doctor’s salary
• Or, About the administrator’s salary : )
*2005 Insurance Underwriters Inc.
** 2006 Practice Resources, Inc.
Is collecting upIs collecting up--front front important?important?
Is collecting upIs collecting up--front front important?important?
“Some experts estimate a cost of $12 to $15 to send a patient a statement. With $15 co-pays, you just break even, and that’s assuming the you just break even, and that’s assuming the patient pays with the first statement.” – Judy Capko, Author of: Secrets of the Best Run Practices
Cost of backCost of back--end collectionsend collectionsCost of backCost of back--end collectionsend collections
• Physicians Practice estimates it costs between $15 - $35 to collect patient balances after the initial visit*
* www.physicianspractice.com
The likelihood of collecting The likelihood of collecting diminishes rapidly over time.diminishes rapidly over time.The likelihood of collecting The likelihood of collecting diminishes rapidly over time.diminishes rapidly over time.
30
40
50
60
70
80
• Rapidly diminishes after 15-30 days.*Source: MacMillan, The Wharton School
0
10
20
30
5
Days
15
Days
30
Days
60
Days
90
Days
120
Days
180
Days
How much of the total balance How much of the total balance do we generally collect from do we generally collect from
the patient?the patient?
How much of the total balance How much of the total balance do we generally collect from do we generally collect from
the patient?the patient?
• Around 20%• Around 20%
• We spend a lot of money collecting that last 20%
ConclusionConclusionConclusionConclusion
•We can easily lose money if we don’t do up-front collections well
When is the best time to When is the best time to collect the cocollect the co--pay?pay?
When is the best time to When is the best time to collect the cocollect the co--pay?pay?
• Studies show that patients are more willing and happier about paying before they receive service.before they receive service.– Jeff Staads 2002
• Why is that?
Why don’t we (or our staff) Why don’t we (or our staff) collect from the patient?collect from the patient?Why don’t we (or our staff) Why don’t we (or our staff) collect from the patient?collect from the patient?
• I don’t know how much to collect.
• It’s too much to ask.
• It’s bad customer service.• It’s bad customer service.
• They look like they don’t have money.
• I’m afraid the patient will get upset.
• We just don’t ask.– (forgot, too busy, etc.)
Where do we go to get the Where do we go to get the patient’s copatient’s co--pay information?pay information?Where do we go to get the Where do we go to get the patient’s copatient’s co--pay information?pay information?
• From the Patient
– Insurance Card
• In NextGen• In NextGen
– Insurance Screen
– Insurance Card Scan
NextGen Insurance Card NextGen Insurance Card & Co& Co--pay Informationpay InformationNextGen Insurance Card NextGen Insurance Card & Co& Co--pay Informationpay Information
Where do we go to get the Where do we go to get the patient’s total balance?patient’s total balance?Where do we go to get the Where do we go to get the patient’s total balance?patient’s total balance?
• <Right-click> almost anywhere on the:
–Patient
–Encounter–Encounter
• Select “Patient Balance”
• Look for the RedRed numbers
Patient BalancePatient BalancePatient BalancePatient Balance
How do we train / condition How do we train / condition our patient to pay up front?our patient to pay up front?How do we train / condition How do we train / condition our patient to pay up front?our patient to pay up front?
• Signage
• Website
• Statement• Statement
• Financial Policy
• Cooperative effort with other practices
New PatientsNew PatientsNew PatientsNew Patients
• Send brochure / includes financial policy
• Explain financial policy on the phone before the come in
• Call and remind them before they come• Call and remind them before they come
• It’s EASY because they haven’t been conditioned yet
Existing PatientsExisting Patients
• Send brochure / include *new* financial policy
• Explain the new financial policy
– “This wont affect you at all except that now we’re required to collect at time of now we’re required to collect at time of service.”
– “The only way this is gong to affect you is that we’re now required to collect at time of service.”
How do I call an remind How do I call an remind them before they come?them before they come?How do I call an remind How do I call an remind them before they come?them before they come?
• Appointment Listing Report
–Example
•Worklog•Worklog
–Example
Appointment Listing ReportAppointment Listing ReportAppointment Listing ReportAppointment Listing Report
WorklogWorklogWorklogWorklog
How do we ask for it?How do we ask for it?How do we ask for it?How do we ask for it?• “How would you like to take care of your charges with us today?”
• “It looks like your part is $ X, how would you like to take care of it today?”
• “It looks like your part is $ X, how would you like to take care of it today? – cash, check or credit card?”
• “You are coming in for X <timeframe, e.g. • “You are coming in for X <timeframe, e.g. tomorrow>. Your portion will be $ X. How will you be taking care of that – cash, check or credit card?”
• “I see here from your insurance card that your co-pay is $20, how would you like to take care of that today – cash, check or credit card?”
What if they ask me “Why?”What if they ask me “Why?”What if they ask me “Why?”What if they ask me “Why?”
• “Your plan requires that we collect co-pay at time of service.”
• “This wont be a problem for you [patient], you are one of our best patients.”
• “To speed our check-out process we’ve started collecting co-pays before you see the doctor. I see here from your insurance card your co-pay is $20, how would you like to take care of that today – cash, check or credit card?”care of that today – cash, check or credit card?”
• “In order to save our patients the billing fee we are collecting the co-pay and deductible at time of service.”
• “We just had an analysis done and the only way to keep from adding a billing fee was to collect the co-pay and deductible at time of service. So it saves both of us money.”
SituationsSituationsSituationsSituations• Patient says they don’t have a co-pay – “Oh, maybe your right. Your
insurance card should have the co-payment amount on it, let’s take a look.”• Patient is angry – It’s probably the situation not you – “Oh, I’m sorry.
Why are you angry?” (puts it back on them)• Patient is frustrated with new policy – (sympathize) – “Oh, I agree. I
wish my insurance would pay for everything too. My insurance has raised my co-pay twice since I started. How would you like to take care of it?” or “I’m sorry, your insurance company requires that we collect at time of service. How would you like to take care of it?”
• Checkbook is in the car – (be courteous) – “Oh, no problem, I’ll wait here while you go get it.”
• Left cash & checkbook at home – “Oh, no problem, do you have your • Left cash & checkbook at home – “Oh, no problem, do you have your ATM or Visa?” or “Oh, no problem, there is an ATM right down the…”
• You are clearly not going to get the money – (make it personal) – “Oh, well, my name is James and I’ll put my name on this envelope (pre-addressed to the clinic) so you can send the check as soon as you get home.”
• They say it’s not their responsibility – (if the person has authority to present the patient - they can pay) – “Oh it’s the person who has authority to present the patient is the one who pays. Do you have authority to present the patient?”
How do we measure front How do we measure front desk collections?desk collections?
How do we measure front How do we measure front desk collections?desk collections?
• Step 1: Setup Co-pay transaction Codes– Co-pay Cash
– Co-pay Check
– Co-pay Credit/Debit
• Step 2: User-Logins• Step 2: User-Logins– Avoid sharing workstations (but it still can work)
• Step 3: Run Report – Daily->By Line-Item->Paymts– Filter on your Co-pay transaction codes
– Sort by user
Example CoExample Co--pay reportpay reportExample CoExample Co--pay reportpay report
James’ Top 10 Management Tips James’ Top 10 Management Tips for Maximizing Front Desk for Maximizing Front Desk
CollectionsCollections
James’ Top 10 Management Tips James’ Top 10 Management Tips for Maximizing Front Desk for Maximizing Front Desk
CollectionsCollections
1. Accept all forms of payment– Use check verification service
2. Write down your standards for asking for paymentpayment
– For both you and your patients
3. Tell your staff they will be asking patients for payment during the interview
4. Make your front desk part of your billing staff– Include them in meetings
James’ Top 10 Management Tips James’ Top 10 Management Tips for Maximizing Front Desk for Maximizing Front Desk
CollectionsCollections
James’ Top 10 Management Tips James’ Top 10 Management Tips for Maximizing Front Desk for Maximizing Front Desk
CollectionsCollections5. Establish goals for time of service payments
– 98% of all copays
– 50%-75% of deductibles
– Ok to work up gradually– Ok to work up gradually
6. Create scripts for your staff
7. Roll Play with your staff
8. Make staff accountable– If staff does not collect make them note why in the system
9. Create performance-based-pay (incentives)
#10 #10 -- Have enough staff to manage Have enough staff to manage collections at the front deskcollections at the front desk
#10 #10 -- Have enough staff to manage Have enough staff to manage collections at the front deskcollections at the front desk
• What happens when we don’t?
• Front desk staff tend to cost 33% - 50% of what billing staff cost.
• SCENARIO – Additional front desk staff costs • SCENARIO – Additional front desk staff costs $15/hour– Can check in and collect from 8-13 patient’s/hour (64-104/day)
– Average $15 co-pay
– Net’s my practice $945 - $1,545 day
• Understaffing the front desk increases overhead
NextGen Healthcare and any presenter at the User Group Meeting is not engaged in rendering legal or other professional advice and this presentation is not a substitute for the advice of your attorney, accountant and/or other professional advisor.