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AR follow up calls

  1. Default AR follow up calls
    Medical Coding Books
    I need to set a goal for the AR staffs and I would like to know how many calls other office makes per day.
    We used to use billing service just for AR follow ups and they called 25-35 calls per day(8 hours) per person.
    I wasn't happy and didn't renew the service.
    Of course, I don't want to set the goal too high.
    How many calls does your office staffs make for follow up per day?

  2. Default Re AR follow up calls
    Good morning,
    I'm in accounts receivables and I'm on the phone most of the day, you have to factor in the amount of time each call make take such as the hold times, which can take at least 10-15 per call. Hope this helps

  3. #3
    Default AR follow up calls
    that would depend on what insurances you are calling. For example you can find out the status of claims online for most insurances but you must sign up. That alone should cut out being on the phone. Most software allow you to do appeals online as well. Carefirst on the other hand can be very time consuming. So i would call or sit with whomever is assign to a specific insurance to see how long it will take and then make a decision from there.

    hope that helped.

  4. Default AR follow up calls
    Yes the insurance portals are extremely helpful I use them everyday but still find myself calling the insurance companies on harder claims that need person to person contact to talk through for maximum adjudication.

  5. #5
    Default follow up
    I would say 10 to 15 calls per day for me. if the right questions are asked for better understanding of the denial then spending more time on the phone with less calls is progress for me personally. I prefer quality not quantity. I want to call the insurance find out why they denied for and fix it! Most of the time the EOB states exactly what is wrong with the claim. The EOB is a hint for me to research the denial reason.

    A/ R follow up experience of 10 years
    Misty, cpc -a. coc-a

  6. #6
    Having spent most of the six years in A/R:

    Review your mix of payers. Ask staff to see which requires phone calls for follow thorough. A mix of 20% of productivity on calls and 80% via portal might be your best bet
    Joshua Caillouet - CPC, CASCC

    “In the midst of chaos, there is also opportunity”

  7. #7
    Our company standards are 12-60 Status Checks per hour or 3-12 Appeals Pending Claims per hour. We define 'status checks' as claims that solely need a follow up on the status of the claim via phone call or website. Considering most of our payers have online access for this, at a minimum we expect if our employees are working for 8 hours, they should be able to check the status of 96 claims per day.

    Of course we take into consideration phone calls that may take much longer, but we also expect that our employees can check the status of other claims online while they are on hold.

    Hope this helps.

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