Account Matters Blog:

Insurance Referrals and Authorizations Explained

Posted by Daniel Ramsey on November 11, 2020

What is an insurance referral? 

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Topics: Front Desk

Front Desk Horror Stories Pt. 2

Posted by Diane McCutcheon on October 27, 2020

Chatty Front Desk Has Frightening Consequences

A physical therapy practice in North Carolina failed to address issues at the front desk, leading to a slew of costly issues. Mary would routinely spend too much time engaging in small talk with patients as they came in and out of the clinic. Mary would get so wrapped up in the conversation that she would frequently forget to collect co-pays when checking-in or schedule follow-up appointments upon check-out. The few minutes of small talk would add up over the course of the day and before Mary knew it, she did not have time for her daily tasks.

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Topics: Front Desk

Front Desk Horror Stories Pt. 1

Posted by Diane McCutcheon on October 14, 2020

 

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Topics: Front Desk

5 Skills of a Successful Front Desk Specialist

Posted by Daniel Ramsey on April 09, 2020

The front desk is often the face of your practice. They are the first and last people to interact with patients. Because this role is so important to the reputation and success of your practice, you need to have the right person for the job. But how can you know you have chosen the right person? Here are the skills our experts look for in a successful front desk specialist: 

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Topics: Front Desk, Management

Cancels/No Shows- To Charge or Not to Charge?

Posted by Diane McCutcheon on January 16, 2020

Right off the bat, I have to say this is a subject that I get very passionate about.  When I do assessments, I always address the cancellation/no show issue.   I tracked my last 50 client’s responses as to whether they charge for cancels and/or no shows and went from there.  Here is what I found:

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Topics: Front Desk, Management

New Medicare IDs- Don't Wait, Update!

Posted by Daniel Ramsey on December 11, 2019

To protect Medicare patients from identify theft and illegal use of Medicare benefits, Medicare has replaced the Health Insurance Claim Number (HICN) with Medicare Beneficiary Identifiers (MBI). HICNs were based on member’s SSNs while MBIs are unique and randomly generated.  

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Topics: Billing, Front Desk

The Power of Provider Portals

Posted by Daniel Ramsey on December 04, 2019

 

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Topics: Billing, Front Desk

The Rehab Private Practice Year-End Assessment Guide

Posted by Stacey Fitzsimmons on November 13, 2019

The new year is a great opportunity to set standards in your practice to ensure profitability and efficiency. Now is the time to meet with your administrative team to assess how they are performing and set expectations for 2020. Don’t know the right questions to ask? Don’t sweat it! We’ve outlined the 5 questions to ask yourself and your team: 

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Topics: Billing, Front Desk

The Importance of the First Phone Call

Posted by Diane McCutcheon on October 09, 2019

During our Administrative Power Center (APC) training sessions with rehab private practice owners and their front desk staff I always ask, “How do you answer the phone?”

Surprisingly, I have never had an entire staff, in one or multiple sites, all say the same thing. ‘Hello, thank you for calling APC Physical Therapy how can I help you?’ ; or ‘APC can I help you?’ ; how about – ‘APC Physical Therapy hold please.’; or ‘Hi, APC Physical Therapy, we are happy you called, this is Diane, how can I help you today?’; or how about, ‘APC Physical Therapy, if you want to schedule an appointment press 1, if you want to speak to a therapist press 2, if you want to discuss your bill press 3…’

Short, long, name, no name or a recording – what do you want every caller to hear every time they call your office? 

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Topics: Front Desk

RCM Software is Only as Good as the People Using It

Posted by Stacey Fitzsimmons on September 17, 2019

Over the years I have had the privilege of using or at least viewing over a dozen different Medical billing software systems.  Some I liked, and some I did not.  Some were general medical software’s and some specific to Rehab Therapy.  As good or as bad as I thought a system was, not one of them could actually make more revenue for a company.

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Topics: Billing, Front Desk

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