Work Through Backlogs via Specific Goals
Question: I just joined a practice and am shocked by the backlog of claims that need to be coded and submitted. How can I motivate the coding team to get through the backlog without falling behind perpetually? Nevada Subscriber Answer: Getting through a lot of claims is tough, especially while new ones continue to come in and need attention. If you have a team of coders, you can try and motivate them to get through the backlog by setting specific goals for specific dates. This may involve working extra hours for a while, but as long as the whole team is on board, everyone is motivated to work toward the same goals by the same dates. As you focus on the backlog, don’t forget to prioritize certain current work, like high-dollar and high-priority claims. While all revenue is important, prioritizing claims accordingly is an efficient use of time and effort. Schedule regular meetings, perhaps weekly to start, and then you can taper the meeting schedule as staff gain confidence and the backlog gets whittled down. This keeps everyone on the same page regarding expectations and goals, and also keeps folks motivated and aware that everyone is working toward the same goal. Don’t forget to plan some kind of reward at the end. Depending on the time of year, it could be as simple as a collective peace of mind to enjoy any upcoming holidays without the backlog hanging over heads; or, it could be rewards designed to tie specifically to achieving team goals, like a practice-sponsored meal after the backlog is down to a certain number — or eliminated entirely. Rachel Dorrell, MA, MS, CPC-A, CPPM, Production Editor, AAPC
