Offer role-playing practice and refresher training for your employees from time to time. And recognize that, occasionally, a trustworthy and valuable employee may be too introverted to ever feel fully confident in this role—consider preferences and personalities when (re)designing staff roles in your practice.
Make sure the rest of your billing process is optimized
The likelihood that patients will feel surprised by bills they didn’t expect is also tied to timing. If it’s been several months since they received services and they’ve not been billed by your practice or even received an EOB from their health plan, patients are more likely to conclude they don’t owe anything. That sets the stage for more frustration when a bill arrives later.
Making sure your insurance billing processes are as efficient as possible can reduce this risk. If you’re submitting claims as cleanly and quickly as possible, you’ll minimize the time it takes your patients to receive EOBs from their insurance (and, of course, you’ll also get your insurance payments faster).
Trending: 6 technologies to improve your practice
Virtually every aspect of the billing process is connected. Improvements in one part of the process may spill over and improve other parts, too.
Technology can help drive these improvements. Most practice management systems have rolled out automations and other tools to reduce errors and make the routine aspects of billing easier. If you haven’t had recent training on all your systems can do, consider setting up a session with your vendor.
Online bill payment has evolved in recent years from a nicety to an essential. If you’re the only creditor expecting your patients to find a stamp, write a check, or call during a busy workday, you’re significantly adding to the pain of paying your bill. Make it easy for patients to pay you! Even if your practice management system lacks a built-in solution for self-serve patient bill payment, third party systems are available that integrate with many systems. Be sure to ask your practice management system vendor about these options, too.