Verifying insurance coverage for our patients is a very important part of keeping them informed…..when we have the correct information, we can present accurate and complete treatment plans on the spot. And, while we all understand the need to verify insurances, we don’t all do the very best job of it. We need to get this all important piece in place, in a timely manner, to provide the highest quality care and service to our patients.
First, I strongly suggest have just one (or two in a very large office) staff members handling insurance verification. Too frequently it’s a haphazard procedure done by whoever takes the patient’s initial call. When too many staff members are in charge of a task (just like too many cooks in the kitchen) it frequently gets done poorly, or not at all.
Get all the necessary information to verify insurance at the first phone call. Patients know we need this information and very few balk at giving it to us. I suggest using a pre-prepared form to be sure we get all the information we need right away…… avoid having to call back for things we missed, or having to wait to check insurances during our busy day. The race to get the insurance cheeked and entered into the computer software before doctor finishes treatment is unnecessary and a time waster…..and can be avoided with a little planning.
Have a bin or folder where all the insurance information is received by your “insurance person,” so she can be prepared to have all the information in the computer and ready when the patient arrives. Again, I suggest using a pre-prepared form to call in and check insurances. Don’t check just the basic coverage percentages, but also check other codes that you frequently use, such as bite guards, nitrous sedation. Also be sure to check frequency limitations and history for procedures such as x-rays, exams and sealants. Being prepared to create and explain a treatment plan, immediately following the doctor’s treatment presentation, can frequently make the difference between a scheduled appointment and work that’s put off indefinitely.
By being well prepared with all a patient’s insurance information, we dazzle them with our organization, make our life easier and get a much higher percentage of completed treatment……not a bad payoff for a few extra minutes on the phone.
