Communicating with patients about their medical bills doesn’t have to be a lesson in patience. “But my insurance says they’ll pay for it if you change the code!” That’s probably not what the payer said, but it’s what the patient heard. Patients’ out-of-pocket expenses are at an all-time high, causing them to scrutinize their medical ...
In Billing
Sep 10th, 2018
When you remember there is a person at the heart of the balance, situations are resolved without frustration. In a busy private practice, to keep the office working efficiently, the front desk and checkout staff usually do not address billing issues. That’s the medical biller’s responsibility. Here are six tips for those answering billing questions. ...
Ask “WWAD?” and then apply these tips to patient and colleague interactions. By Chelle Johnson, CPC, CPMA, CPCO, CPPM, CEMC, AAPC Fellow The medical world is still an arena where, regardless of how much technology is available, face-to-face communication still dominates. As such, customer service is key. To provide excellent service, ask yourself: What Would ...
Be honest; let us know what’s working and what needs fixing. Statistics show that preventive healthcare exams save lives and increase life expectancy. Even though the patient sometimes schedules and shows up at these appointments begrudgingly, nobody who works in this industry should need to be convinced of the importance of an annual checkup. AAPC ...
Be a problem-solver by taking your member experience into your own hands. Since I first started working in customer service at AAPC in 2008, our processes, products, and (some) people have changed, but the answers to members’ most common questions remain the same. We’re always happy to assist you, but it’s equally rewarding to show ...