ORLANDO—A New Year is upon us and there’s plenty to do in your medical office to ensure reimbursements for services rendered and exceptional customer service.

 

It’s important to have your staff call and verify everyone’s insurance due to possible policy changes. During that call, it’s essential to note the patient’s deductible as a new calendar year has begun with a fresh deductible that must be met before any insurance policy begins to cover their claims.

 

The deductible starting over in a new year can be a bit complicated when dealing with OB/GYN offices because 40 weeks of pregnancy often spill over into a new year accompanied by a new deductible. In this scenario, office staff must be thorough and make new payment arrangements for their pregnant patients. A credit might be given for whatever the patient paid the previous year. However, there’s a chance their deductible might have increased, or the original arrangement was based off a partial deductible being met, depending on when they became pregnant and were seen by the obstetrician.

 

Oftentimes, patients don’t read mail sent from their insurance company. This is the time for your office staff to shine and be of service for patients that might not read their mail or simply might not understand what is being explained if they do take the time to read it.

 

Informing patients of policy changes is an excellent boost in customer service. It demonstrates that you not only care about them as a patient, but also that they are being covered to the highest level. Remember that the patient is paying for insurance. Why not let them know what’s going on if they express concerns, given that there might be a better option available. If the patient gets better coverage for their dollar, it can only help the facility as the patient will continue to seek care when faced with a medical issue. The patient will continue to go to your practice if they know they are in the right hands when it comes to care and coverage. 

 

Unfortunately, life can throw you a curve ball at the most inconvenient time. Requiring major surgery at the beginning of the year is something a patient might talk themselves out of because of a high deductible. Providing a payment plan for these patients can be seen as a gesture of good faith. The practice would be doing the patient a favor by giving them all their options in the beginning of the year versus allowing the patient to wait more towards the end. The patient might want to wait until that deductible is met before considering surgery. By offering a payment plan, you can help the patient get that deductible out of the way and clearing the path for coverage for anything else that might come up in the future for them or anyone else on their insurance plan. Of course, the practice runs the risk that the patient might skip out before they pay off the total amount, but every gesture of good faith is a gamble. Sometimes when a physician does right by their patient, it is all the reward they might need to feed their soul and get through another day.

 

Familiarizing yourself with the insurance benefits of your patients can only help a practice better manage their medical care resulting in excellent customer service. It’s always easier to read the map when you are familiar with the roads. This additional knowledge will provide the practice with appreciation from their patients, accompanied by their loyalty and continuous patient referrals. Maximum reimbursements for services rendered and a full patient schedule will guarantee overhead being met and doors staying open. 
 

 

Minerva DeJesus and Audi Reyes founded Simple Solution Billing in Maitland.