What is the best patient collection strategy? Patient Education!
Oftentimes, the patient can be the best advocate you can have. When you are having trouble getting information from some insurance companies, or an explanation as to why some claims are not being paid, getting the patient involved in the process can get you the information you need.
An insurance company is likely to ignore request from their subscribers. The patient is paying a premium each month to have that insurance coverage. And the, cost of those premiums, have risen dramatically in the last few years. The company has an obligation to keep subscribers happy but not providers.
Bringing patients into the discussion can allow patients to voice their concerns with the insurance company and get quicker action.
The other side of this, explaining coverage and coverage limitations to your patients as they come in for services, will allow the patient to understand why certain things may or not be covered. This prevents misunderstanding of patient fees. Many patients feel if they have insurance, that it means EVERYTHING should be covered. We know, as medical professionals that this is often not correct.
Allowing the patient to understand their coverage can also allow them to use it wisely. It is hard to win at any game if you do not know the rules.
I have a story about patient education that I share often. In 1994 I worked for an oral surgeon. We had a patient who had had a lesion removed in his mouth. He came to the desk to pay cash for his bill. I noticed his age was 72, so I proceeded to explain that his Medicare, while it does not cover teeth, it will cover the lesion. He looked at me rather strangely and said he did not have Medicare. Well, I am not one to take many things for face value. I questioned. He had retired from the state and had never gotten any information on his insurance coverage into his retirement. I thought this was strange, but I gave him the names and numbers of patient advocates I knew and a friend I had at the Social Security Office. As weird as this story sounds, there are many people out there who have no understanding of their insurance coverage.
Six months later the gentleman showed up at our office with a catered lunch and flowers. He had gotten all his insurance straightened out and gotten a bit of a bonus from Medicare for covered services he had paid for himself over the last year. Our bill was still being considered. His generosity is not why I assisted him…I want to be part of the solution, not the problem. I’d like to think that all of us professionals want to be, those, kind of people. Remember, patient education is rewarding, for everybody!!!
So how do you handle patient billing at your medical practice? Share your insights with us
