Episode 17: The Front Office - Where the Revenue Cycle Begins
Medical Money Matters with Jill Arena
In thinking about our Revenue Cycle as a whole, it truly begins at the front desk. When your new patient calls for the first time, and the new patient registration process begins, you are setting yourself up for success or failure, depending on how you’ve set up your front desk.
How well have you trained your front office on proper data collection? Do they understand how crucial their work is, and do they feel appreciated for doing a good job?
Your front desk is the face of the clinic, they are your ambassadors, if you will. They are in charge of first impressions, in many cases, both on the phone and when the patient arrives at the clinic in person. And, it’s a tough job – many times they’re expected to answer the phones as well, which can easily put a person into overload. And then we depend on them to do a great deal of data entry with hyper accuracy for that clean claim. On top of all of this, they get to deal with unappreciative or rude patients, and we have a tendency to make this an entry level job, with very little training.
No wonder our clean claims rates aren’t a lot higher. This is not a recipe for success.
If you're now finding yourself feeling a little sheepish about the fact that your front desk matches that description, don't despair. Most clinics do. Join me for this episode, where we'll talk all about how to set your front office up for success.
Please Follow or Subscribe to get new episodes delivered to you as soon as they drop!
Visit Jill’s company, Health e Practices’ website: https://healtheps.com/
Subscribe to our newsletter, Health e Connections: http://21978609.hs-sites.com/newletter-subscriber
Want more content? Find sample job descriptions, financial tools, templates and much more: www.MedicalMoneyMattersPodcast.com
Purchase your copy of Jill’s book here: Physician Heal Thy Financial Self
Join our Medical Money Matters Facebook Group here: https://www.facebook.com/groups/3834886643404507/
Original Musical Score by: Craig Addy at https://www.underthepiano.ca/ Visit Craig’s website to book your Once in a Lifetime music experience
Podcast coaching and development by: Jennifer Furlong, CEO, Communication Twenty-Four Seven https://www.communicationtwentyfourseven.com/
