Did you miss part one of our seven-part series on common missteps in urgent care coding and billing? Read part one first. Then check out the next misstep we suggest you avoid to help ensure correct reimbursement.
Misstep 2: Poor Front-desk Processes
Patient registration has many steps, and errors can easily happen in this process. If a patient’s demographics, insurance numbers, and claim addresses aren’t entered correctly (or at all), submission will be delayed or the claim will need to be re-submitted. An incorrect payer will often be selected by the front-desk based on past patient records.
A patient can unknowingly give incorrect insurance information if they are covered under multiple insurance plans. Poor front-desk policies can contribute to failures, too. Have personnel ask “What’s your current insurance?” rather than the more general “Has anything changed since your last visit?” to avoid missed information.
Advice: Train front-desk staff to check insurance and periodically audit denied claims to see if you have a trend in incorrect information being entered during the registration process. Invest in a PM with integrated real-time insurance verification.
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