As cost is an important factor in a patient’s decision-making process, proactive dental practices that have their patient’s insurance benefit information when presenting treatment can experience an increase in their case acceptance. Not only does this demonstrate the level of customer service patients have come to expect, but it makes the entire process more efficient. It also decreases the follow-up time needed by the administrative team in contacting the patient after they leave to schedule their appointment and review insurance benefits.
Beyond contacting the insurance company for the benefit summary, it is good practice to have the benefit information entered directly into the dental practice software. This provides a turnkey way for any team member to give an accurate estimate.
We work with our clients to incorporate this three-step protocol that provides their staff with individual insurance information before the patient even steps a foot in the practice.
STEP 1: Verify the insurance information when making or confirming the appointment. This includes subscriber and patient name and birthdate, insurance company name/phone, and member ID.
STEP 2: Contact the insurance company to receive benefit summaries and eligibility for patients two days prior to their appointment.
STEP 3: Enter insurance information into the practice management software. When possible attach a PDF of the benefit summary to the patient file so it is easily available to reference when needed.
Following the above protocol will increase case acceptance and appointments scheduled, and decrease the amount of post appointment follow-up needed by the administrative team. While no insurance estimate or predetermination is fail proof, having the insurance information available during treatment planning can help make the entire treatment presentation process smoother and more efficient for your practice.