Improving patient payment through front desk staff training
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Webinar slide deck which covers the ways to improve your staff training at the front desk of your clinic. The focus of this training is on how to better prepare your staff to have a conversation with your patient around financial responsibility.
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Improving patient payment through front desk staff training
- 1. Improving Your Front Desk Staff Training
- 5. Panelists Debbie Tomlinson, CCSP, CPC, Business Office Supervisor Valley Medical Center Andrea Cunningham Director of Services HealthCo Information Systems Jason Porter Vice President HealthCo Information Systems
- 7. Front Desk: Then vs. Now
- 9. Setting up your Front Desk for Success Build consistent processes for patient check in that are followed every time Build out templates for the PM system process you want adhered to at check in Identify “risky” coming in the day prior to set up Front Desk/Billing for conversations
- 10. Using your Practice Management System What screen do your Front Desk staff work in while receiving patients? If you are a Centricity customer, using the Registration Screen instead of the Schedule Screen will give your staff access to patient balance data. When was the last time you sat with your Front Desk staff and observed their workflow? Inspect what you expect…use audit reports
- 11. Financial Responsibility Agreements Train Front Desk staff on the policy Role play with the Front Desk staff: “Explain our Financial Responsibility Agreement to me like I am a patient.” When was the last time you updated? Should be reviewed annually.
- 12. Stats Training Initiatives 13 Specialties 2 Week Initial Training 2 Locations Video tools 45 Providers Role Play Over 140 staff Reinforcement 500-600 patient visits a day Evolve and retrain
- 13. 25% reduction in collections largely due to increased front end collection Year over year improvement in 0-30 day insurance aging December 2012= 78% December 2013= 84% December 2014= 90% December 2015= 92%
- 14. Fundamentals of Role Playing/Training Select a location in the clinic where you can work uninterrupted Explain the “why?” Use your best staff to train; replicate their behavior Use role plays….they are uncomfortable, but they WORK Start early in the training process for new staff Reinforce training every 60-90 days
- 15. Fundamentals of Role Playing/Training Topics to cover in training Explaining the Financial Responsibility Statement Responding to questions from patients (“Can I make a payment, What are my options if I can’t pay today?”) Transitioning to billing when needed with discretion “How would you like to take care of your balance” vs. “Can you make a payment today?”
- 16. Script Samples Every practice is unique and must work on developing their own scripting
- 17. Front Desk and Billing Collaboration Can your front desk easily access billing when they need help? Instant messaging tool Consider some form of cross-training so that each team understands the unique challenges of the other
- 18. Resources • Common Mistakes Made When Training Staff Article • Sample Scripts Questions • 7 Best Practices for Employee Training • HealthCo Blog on Training for Front Desk DTomlinson@valleymedicalcenter.com andreac@healthcosystems.com jasonp@healthcosystems.com