MHM sort of cheats when we say we are an outsource company.
We don’t share premises with our consultant surgeons nor are we next door to the hospital. Neither do we speak to them every single morning when they walk through the door. We are – literally – miles away from our clients. And so we cheat.
It matters little that we are, in one case 160 miles away from the client or in the case of another 16 miles. We could, in fact, be 16 feet away. The result would be the same. We speak to our clients every day in the first few months. Then it tails off to say twice a week. Then it becomes once a week. One client speaks to us approximately every two weeks.
Why do we let this communication tail off? Actually, it doesn’t. It just changes.
At first, there are hundreds of things to do. There is a lot to understand, and, usually many issues to resolve. As time goes by though and as the process kick in the number of issues reduces and the need for very frequent contact reduces in turn. We also know that consultant surgeons always seem to be chasing the clock. But if communication comes to a full stop then that’s when the problems start.
Once a week – every Friday – an analysis of where the medical invoicing and outstanding accounts stand is produced and sent to the clients. Some read it. Some email and phone with questions. After a passage of time and because the cash is flowing in, most ignore it. Yet still, a weekly report is sent out. Without fail.
But..then we cheat even more.
We go and see the client every two to three months if necessary and sit down with them (sometimes for no more than an hour) to chat through problems, meet their med-secs, and, get to understand how they feel about things. Are there any areas they think or feel should be better? Are there areas where they thought it was worse than it actually turned out to be?
In short, a very open yet extremely robust management reporting process underpinned by the opportunity to physically meet and ensure that issues don’t become major problems for both of us leads to a healthy and frankly cash positive result all round.
So..what has YOUR experience of outsourcing been? What are YOU looking for?
I already know what you are looking for – a solution to your medical billing problems or, in simple terms, to get paid quicker with less hassle.
Let me know what else you are looking for, please?