Virtual Online Module Responsibility and Sta˜ng Workbook

Responsibility and Sta�ng Virtual Online Module

Workbook

2015


Table of ContentsFront Desk 1Front Desk Areas and Positions 2Three Main Areas of the Front Desk 2Creating 3 Different Positions 2Back Office 2Efficient Check-in 3Efficient Check-out 4Front Desk Triangle 5New Patient Intake Form 6New Patient Intake Form Cont. 7New Patient Intake Scripting 8New Patient Intake Scripting Insurance 9Insurance Verification 10Back Office Responsibility 10Intake-Form, Date Scheduled Section 11Properly Scheduling the Patient 12Action Steps 13Conclusion 13

Workbook

©2015 Profitable Practice Strategies. 2222 East Carson Street, Pittsburgh, PA 15203412-765-2065 | www.profitablepracticestrategies.com



Front Desk • It is the nerve center of the practice • It is the first impression your practice makes • It is the hub of your Scheduling, Statistics, Collections, Rescheduling…

In order for your practice to be it most successful the front desk must berunning at optimal efficiency.

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Operational Excellence through guided instructions in the fundamentals of: • Organization • Management • Accountability • Customer Service • Practice Growth • Patient Retention • Statistical Analysis

This comprehensive module will provide you with all the tools you need to: • Maximize Flow • Maximize Staff Accountability • Maximize Growth Potential

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1



2

Front Desk Areas and PositionsThree Main Areas of the Front Desk • Greeting/Welcoming the Patient • Scheduling • Patient ManagementCreating 3 Different Positions • Check-In • Check-Out • Back Office

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Back Office1. Acts as the Call Center2. Provides Exceptional Customer Service3. Answers and routes all incoming calls4. Inputs patient demographics5. Schedules new patients using intake form6. Forwards patient information for insurance verification7. Prepares/pulls patient’s charts and routing cards8. Scans, copies, and files charts and records9. Assists with recall process10. Confirms appointments – text, email, or phone call

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3

Efficient Check-in

1. Greet the patient. Always with a smile.

2. Have the patient sign in.

3. Give the patient their chart and travel card or log into electronic system.

4. Give the patient a fee sheet and have them sign it, if not EHR.

5. Collect payment.

6. Route the patient appropriately, according to their treatment schedule and current office flow.

7. Be aware of where patients are at all times to maximize efficiency and manage flow.

8. If patient has not yet arrived in office, begin Recall process.

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Efficient Check-out

1. Upon exit from treatment, take paperwork from patient (or have patient sign out if electronic).

2. Look to see if patient is scheduled.

a. If they ARE, remind them of their next appointment and confirm it with them

b. If they are NOT, use the Multi-Scheduling procedure 100% of the time.

3. Schedule any re-exam or diagnostic testing as prescribed

4. If payment was not received at Check-In, collect payment.

5. Quality Check to make sure all services were received.

a. This is a check to be sure that the patient received all of the treatment that they were scheduled for. If not, have them take a seat and contact the department where the issue was discovered.

6. Review patient’s paperwork for accuracy.

7. Thank the patient and acknowledge them on their way out.

8. File paperwork according to office procedure. Notes________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

4



5

Front Desk Triangle

BackOffice

Check-out Check-in

ExceptionalCustomerService

EngagePatients

MaximizeEfficiency And

Organization

SchedulingRescheduling

Over-The-Counter

Collections

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6

NAME ______________________________________________ DATE __________________

ADDRESS ____________________________________________________________________

______________________________________________________________________________

HOME PHONE # ________________________ WORK PHONE # __________________________

CELL PHONE # __________________________________________________________________

E-MAIL ___________________________________________ DOB _______________________

How did you hear about us? _____________________________________________________

What is your major complaint? ___________________________________________________

______________________________________________________________________________

When did it start? _______________________________________________________________

Have you seen another doctor concerning this condition? ___ Yes ___ No

If yes, name of doctor and office ___________________________________________________

Have you been injured? (Circle) In an auto accident On the job Date ______________

New Patient Intake Form

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7

New Patient Intake Form Cont.

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Health Insurance(Information below is to check coverage only)

Do you have medical insurance? ___ Yes ___ NoDo you have Medicare? ___ Yes ___ No

Insurance Company ______________________________

Type of Insurance (Circle) HMO PPO POS

Policy # _____________ Group # ____________________

Phone # __________________________________________

Policy Holder’s Name _____________________________

ID # _____________________ DOB __________________

Employer ________________________________________

Do you have a secondary insurance? ___ Yes ___ No

If yes, what is it?Insurance Company __________________________

Type of Insurance (Circle) HMO PPO POS

Policy # _____________ Group # _______________

Phone # ____________________________________

Policy Holder’s Name ________________________

ID # _____________________ DOB ____________

Employer ___________________________________



8

New Patient Intake Form Script

Front Desk: Hello thank you for calling _____________, this is ___________how may I help you today?

Caller: I would like to make an appointment/are you accepting new patients?

Front Desk: “Of course, let me get some information to get started.

May I have your name, first, last, and middle initial?

Your address?

Your home telephone number?

Cell phone number?

Work phone number?

Which is the best number to reach you?

Your email address?

You date of birth?

Who may I thank for referring you to our practice?

(How did you hear about us?)

What is your major complaint?

When did it start?

Have you seen another doctor concerning this condition?”

If the patient answers “yes” to this question, ask them for the name of the doctor

and the office they visited.

“Have you been injured in an auto accident? On the job? When did this happen?”

Repeat the answers back to the patient to verify correctness.



9

Box 1Do you have medical insurance?Do you have Medicare?What is the name of your insurance company?What type of insurance policy to you have? HMO? PPO? POS?Your Policy #?Group #?The insurance company phone number?The policy holder’s name?ID #?Date of birth?Who is your employer?

Box 2Do you have secondary Insurance?If yes…What is the insurance name?What type of insurance policy do you have?Your policy #?Group #?Insurance company phone #?Policy holder’s name?ID#?

Repeat the answers back to the patient to verify correctness.

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10

Insurance Verification• Gather all (as much as possible) on initial call• Must have verification of insurance prior to the patient’s scheduled appointment • A new patient should NOT enter the office without their insurance

Back Office Responsibility• Gather the information on the intake form• Input the demographics accurately• Pass the form to your insurance verification department

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11

Intake-Form Date Scheduled Form • Enter the date of the scheduled visit • Enter the time of the visit

If the patient does not show for their appointment • Make 1st recall call • Pass over to marketing to have a thank you letter sent • Enter information into data base • Enter date entered in the box

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12

Properly Scheduling the Patient

This should be 24-48 hours MAXIMUM from the time of the phone call.Do NOT ask the patient what time they would like to come in.“The first available appointment we have is ____ o’clock on ________________________________.”

Or “____o’clock on _______________________________ available. Which of these work best for you?Great! I have you scheduled for____ o’clock on ___________________________.Do you have internet access?”

If yes“Please go to our website at _________________to print our new patient forms to fill out prior to coming into the office. It is important that you bring these forms along with you. Also, browse our site to learn more about the services we offer and the credentials of our providers.”

If the patient will not be able to pre-fill their forms tell them to:“Please arrive about 15 minutes before your appointment so that there is time for you to complete your new patient forms.”OrChange the appointment time to 15 minutes prior to allow time to fill out paper-work – make this choice based on your practice flow and demographics. This may be increased to 30 minutes to accommodate senior citizens.

“How would you prefer to be reminded of your appointment? Email, text message, or phone call?Thank you for calling ____________________! We’ll see you on_________________. Have a great day!”



13

Action Steps

• Look at your office

• Do you have the positions of Check-In, Check-Out, and Back Office?

If you do be sure that these individuals have ownership.

• Make a list of all the responsibilities assigned to Check-In,

Check-Out, and Back

Office

• If there is only one person, then they have all responsibilities

• If there are two people the responsibilities are split Conclusion • This is the way a Front Desk should be staffed • This is the way the responsibilities should be split • These actions will allow your office to run more smoothly and will allow you to deliver exceptional customer service.

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Documents

Virtual Online Module Responsibility and Sta˜ng Workbook