Virtual Dental Office

THE BENEFITS OF A PROACTIVE INSURANCE PROTOCOL

5/22/2014

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Consumers are becoming more informed and engaged when it comes to their healthcare.  According to a 2012 Pew Research survey, 72% of Internet users say they looked online for health information within the past year. In this era of consumer-driven healthcare, dental practices have an opportunity appease these more educated patients by providing all of the information they need to make their dental care decisions.

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.
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Clear Expectations Are Essential

9/9/2013

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Recently we hired someone new to clean our home.  During the orientation I walked her through our home  and pointed out what we would like cleaned. 

Over the next few weeks I noticed that some things were not as clean as I expected.  When I discussed this with her, I realized that it was something that I was not clear about at orientation.  I said that I would like the floor scrubbed but I did not give specifics as to what I consider clean.  Her perception and my perception of clean are different.

It reminded me of how often this happens in a dental office.  Sally has been working at the front desk for ten years and moves away.  Jodi is hired and her orientation consists of how to work the phone system and use the dental practice management software.  After a period of time the dentist notices that Jodi isn't smiling when she answers the phone.  They also overheard her reply to patients calling to cancel an appointment, "That's ok, when can you come back?"

Beginning with clear expectations is essential in any employer/employee relationship.  Having an experienced dental office manager can lead the training of new employees, as well as provide written performance reviews will ensure that everyone from the receptionist to the dental hygienists have the tools needed to exceed your expectations.


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