Get the details right!
I’m very much a “do it once and do it right” type of person.
As I write this I’m on hold to a particular insurance company and have been for thirteen minutes and 23 seconds. The reason I need to speak to the insurance company is that the policy number is missing from the patient’s registration number. Written instead is “TBA” i.e. to be advised.
Apart from being told “your call is important to us please hold the line” every 30 seconds and thinking if its that important well answer it then, I have no problem being on hold.
Where I have BIG problem is thinking that when this patient arrived at my client’s clinic, whoever took the registration details didn’t do their job fully.
If the patient didn’t have their policy details with them, then steps should have been taken there and then for the details to be obtained. Either call the insurance company or pass a phone to the patient and have them speak with their insurance company.
In the worst case scenario, ask the patient when they reach their how after the consultation to immediately call with the insurance details.
I guess it was the latter case and the patient was asked to call back but has not.
That opens up the whole debate though.
WHY wasn’t the patient called and reminded we needed details of their insurance?
Before that, did the patient understand when they made the appointment how important is was that they bring their insurance details with them when they attended the clinic?
In reality the medical secretary concerned DID make sure she called the patient and got the details and entered them on the practice database.
So why am I still on hold now after 15 mins and 27 seconds?
Because the details still aren’t correct.
When I finally got through it was a very, very simply fix.
Policy number 3443956X was wrong
Policy number 3433956X was right
If you want to get paid quickly and efficiently you MUST remove any and all obstacles that prevent an insurance company from paying an invoice.
In this case £275 worth!
Don’t you like getting paid?