The Patients

Building a team that provides skilled revenue cycle management and quality patient care can inspire positive outcomes in your medical practice.

Daily Practice Flow & Customer Service Best Practices

A multidisciplinary team involves expertise in management and staff to provide successful patient outcome. An assessment in daily practice flow can help recognize opportunities for improvement in processes that impact customer service affecting patients. An evaluation of daily practice flow might include front desk duties, back office processes, clinical processes, electronic health record optimization, coding and billing charge capture, call center or triage operations, and many other daily tasks. The finest customer service can result in the most favorable patient results. Identifying patient engagement, timeliness, experience, accuracy in care and billing, stresses that affect staff and patients, care transition and many other touch points De Melo can help identify.

Patient Experience

The interactions your medical practice provides is what defines the patient experience. Every touch point is an experience and should be looked at as opportunity to provide the most excellent conduction between patient and staff. Their perception is your reality and should be positive from start to finish. Establish an approach of preparedness to focus on the patient, listen and make eye contact, empathy can go a long way with a patient who is not feeling well, watch their body language but also remember that it could also seep into how the staff treats one another. Develop a culture of gratitude and De Melo can assist in improving touch points to provide optimal patient experience.

Scheduling/Registration/Upfront Collections

Duties involving scheduling, registration, and upfront collections can be demanding and usually involves continual training as healthcare continues to evolve. These tasks are usually the beginning of the revenue cycle. The patient contacts the medical practice to schedule an appointment at which time, registration begins. This usually includes insurance eligibility and demographic verification. Some practices also verify coordination of benefits with patient’s insurance which might disclose upfront costs such as co-payment, co-insurance, deductible and coverage details. De Melo can provide guidance and improve workflow to enhance each process and increase quantity and quality of data collected.

Business Office

The best way to look at the revenue cycle is to dissect the functions of the business office. The tasks include A/R management, billing and claims management and collections. Healthcare business office responsibilities is very demanding as it is the most financially impactful. It is crucial to probe stages of billing from beginning of claim to payment or response from the insurance company. It might not end with payment or response as some insurances deny or partially pay. It is the responsibility of the business office to aggregate claims data and provide the medical practice with reports on disparities and opportunities. De Melo is equipped to assist with developing processes to provide for your staff to utilize.