Every person, every task, every patient is important, but the front desk is the quarterback for the office. They set everything in motion. They get the nod as the MVP.
Scheduling the patient is the easy part but everything after that is tricky at best and of paramount importance. Before the patient comes in benefits need to be confirmed, referrals and pre-authorizations must be obtained and recorded.
Once the patient presents at the office there is a whole new set of responsibilities and must be done with laser accuracy. It doesn’t matter how good the nursing staff is or how good the doctor is because if the front desk didn’t do their job then that visit won’t get paid.
Maybe you think registering patients is easy, but it isn’t. This requires that all the patient’s information and the responsible party’s information be recorded accurately. It isn’t enough to just ask if anything has changed you must confirm all demographics and then make sure that the current insurance card is scanned into the record. People change jobs, move, and get married and companies change insurance plans and so it is important to check every time. Also, the patient’s name and the responsible party’s name, if any must be recorded in the chart exactly as it appears on the insurance card. If the front desk isn’t looking at that card and scanning it into the record, then that is a fumble and will cost you.
As the patient is checked in or as they schedule their follow-up visit take the time to collect copays and deductibles. This is critical during the first part of every year since patients haven’t met their deductibles yet. If your front desk staff is asking for payment at the time of service, then you have a very valuable team player. Lots of people are uncomfortable doing this so make sure your front desk staff has the skill set to ask for payment. Your patients won’t get as many billing statements and your practice will be rewarded with improved cash flow.
It’s true – it takes everyone on the team to make a practice successful and maybe you are lucky and have several MVPs but make sure one of the MVPs is at your front desk!