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Category Archives: Healthcare RCM

FATAL MEDICAL TRANSCRIPTIONS FALLACIES

 

FATAL MEDICAL TRANSCRIPTIONS FALLACIES

 

A minor error in medical transcription can cost a healthcare practice a fortune or even a possible lawsuit in case the documentation is severely flawed which is why outsourcing a medical transcription service from a credible billing and coding company like Medphine is a preferred choice by all healthcare providers. Not only this ensures accuracy in the documentation but also saves time and money of the practice, which can be best utilized in providing quality service to the patient.

Wondering how vital medical transcription could be that it needs to be outsourced when it can be done with just the same diligence by the in-house team?

Do you think that a consultation session and the follow-ups are just you sharing your plight with the doctor, doctors listening and prescribing appropriate medicine?

Have you ever given this a thought that whether or not every prescription, recommendation adhere to the standards laid down by the national authority such as HIPAA or not?

Well, ensuring all the records from medical history, present medical condition, tests reports, diagnosis, prescribed medicine are kept in a manner compliant to the HIPAA standards is the job of a medical transcriptionist.

 

SIGNIFICANCE OF MEDICAL TRANSCRIPTION:

  • Medical transcription is a well-kept record as per the HIPAA format from which anybody from the healthcare facility be it, physician, staff or pharmacy will have the ease to comprehend the details they need for further processing. The details need to be accurate to ensure smooth communication between various medical departments.

 

  • Aside from smooth processing throughout the facility, accuracy and HIPAA compliance of the medical records is necessary to claim reimbursements from the insurance company. The healthcare insurance carriers pay for the treatment and healthcare providers are paid by the insurance company accordingly, as long as these records are accurate and compliant to the standards.

 

  • Also, it is worth mentioning that you do not get treatment throughout your life from a single doctor or medical practice. The medical transcription of the records helps in the smooth flow of information from one doctor to another so that the treatment can be provided to the patient as quickly as possible without them having to go through the same medical proceeding at every hospital.

 

  • And in case, you didn’t already know every healthcare facility is required to maintain these records to avoid any legal conflict in the future.

ERRORS:

Whether you run a clinic or operate a multi-specialty healthcare facility, accuracy of a medical transcription should never be overlooked. A slight miscalculation or ignorance can pose a severe threat to the organization, with the medical practitioners losing their practicing license, in adverse cases.

Let us have a look at some of the common medical transcription fallacies that can prove fatal to the patient and the medical practice:

  • IMPROPERLY SET RECORDING DEVICE:

Since a medical transcriptionist document a recorded session of the consultation, it is essential to make sure that the device is set correctly. An improper setting can distort the recording which will reflect in the documentation as an error.

  • LANGUAGE MISTAKE:

When writing the voice notes, medical transcriptionists often end up making minor yet impactful language mistakes such as unable to differentiate between homophones, spelling wrong words, missing grammar characters. These small mistakes in putting down patient’s information can lead to misdiagnosis or delay in the treatment.  

  • NUMERICAL ERRORS:

A slight increase or decrease in BP, glucose sugar level, vital organ parameters can result in a different diagnosis, treatment. Variegated dialects and speech can result in the numeric mix-up. Which is why it is of critical importance to verify the numbers before putting it on the record. Transcribing wrong numerical value can also lead to error dosage error which can be detrimental for the patient’s health.

  • LABORATORY RESULTS:

Having discussed mathematical errors, it is worth noting that they generally stem from mistakes made when recording the laboratory results. Which is why every abbreviation should be clarified, repeated and the dictation should be done slowly.

WHY OUTSOURCE MEDICAL TRANSCRIPTION SERVICE?

Medical transcribing is an intricate and time extensive process, which should only be handled by those holding significant expertise. Instead of burdening your in-house team with the workload and wasting their time, to have your medical record riddled with errors, outsourcing medical transcription would be a wise choice.

Why you ask?

By outsourcing, you can rest assured that your records are being managed by a team of professionals, who are well aware of the importance of every shred of the document being generated. Medphine transcription specialist and quality analysts will ensure 100 % accuracy, HIPAA Compliance and timely delivery of the reports.

Instead of stressing in-house to perform such difficult processes, why not outsource medical transcriptionist services from Medphine which will result in a reduction of labor and processing cost. Medphine will ensure searchability of the documents making information accessible across the facility from nurses to doctors to staff.

You can trust upon Medphine in providing comprehensive medical transcription ensuring, from prescribing to documenting to transcribing to dispensing to monitoring; all is accurate and consistent with the patient information provided to the doctors. Medphine’s transcribing team holds extensive experience in efficiently managing recording and documentation across various healthcare facilities. We assure absolute medical information security and shortest turnaround time.

Why waste time, money and efforts on going back and forth with the documents, when you can instead outsource and invest that in dispensing quality treatment to those in need?

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ENHANCE YOUR PRACTICE’S FRONT-DESK EFFICIENCY

ENHANCE YOUR PRACTICE’S FRONT-DESK EFFICIENCY

 

A: I will never recommend that medical practice, even to my nemesis?
B: Why so?
A: They have a pathetic front-desk staff? No etiquettes, disorganized and sheer wastage of time, visiting that hospital.

And there goes all your hard-work straight in the drain.

You know how they say, “first impression matters”?

This is apt especially for a medical practice whose patient retention depends to a considerable amount on the kind of treatment they give at the front-desk. Your patient judges your medical practice capabilities by how they are treated at the front-desk by the staff. So you can say that how efficient your front-desk is, is an essential determinant of your practice’s revenue cycle management. After all, just like restaurants and e-commerce websites, people do rely upon reviews to consult a particular health care practice, and you wouldn’t want your front-desk to be the reason for patient disregarding your facility, your knowledge, and expertise.

In continuation with our blog wherein we discussed the measures that a healthcare practice can take to reach out to a broader patient base, let us divulge into the importance of front-desk in healthcare practice and what all can be done to enhance its effectiveness.

The first point of contact between the healthcare practice and the patient is the front-desk staff, which are responsible for setting the tone for the further operation. While any problem with the claim is only surfaced at the end of the billing cycle, the revenue cycle starts at the front-desk. If the billing and coding are sorted at the front-desk itself, the revenue cycle can be streamlined effectively.

Healthcare and its processing has changed a lot in the last passing decades. While earlier all the front-desk did was issue a document for diagnosis and prescription purpose and collect consultation fee; the increasing intricacies of the healthcare practice, especially in term of finances, has resulted in spiraling of front-desk responsibility.

Now the front-desk staff takes care of patient’s document verification, insurance verification (which also includes external communication with vendors, insurance companies etc.), billing and coding, appointment scheduling (the functioning has seen a surge since medical practices have started making use of online platforms), customer management, handling and resolving complaint and much more.

One of the significant mistakes made by the healthcare staff management is underestimating the importance of having an adequately functioning front-desk, which plays a pivotal role in impacting the successful processing of claims the very first time. It is essential that the front-desk staff smoothly and efficiently operate all the functions; otherwise, a minor glitch can become a bottleneck in the entire scheduling which will delay the practice’s functioning, resulting in the loss in the revenue.

Tips for improving the practice’s front-desk efficiency:
~TRAIN THE STAFF:

It is crucial that the candidates you hire for front-desk management know how they have to be at their behavior best when corresponding with different patients, having full cognizance that whosoever is showing up at the front-desk is ailing to some degree. This is why post-hiring, the staff should be adequately trained. An etiquette training should be dispensed wherein they should be guided about how to converse on the phone, how to deal with problematic customers. Always remember that the front-desk team should be of optimal number, not too less, otherwise it will create a ruckus when they have to take care of the patient on call as well as in front.

Another smart way of lessening the fatigue of full-time front-desk management staff is to hire those interested in working part-time, who can fill up for those working long shifts and those off-duty. Having one such team as a backup will help in mitigating the burnout in employees. Job sharing is an innovative means of enhancing the performance, ensuring quality service, and increasing the turnover of the practice.

~REDUCE WAIT TIME:

What is that one habit of the patient that annoys the front-desk management and affects the henceforth scheduling and operation of the practice? It’s their forgetfulness of not carrying along all the necessary documents. What can front-desk staff do to avoid this bottleneck? Pre-register the patient. You should instruct the patient to show up with all the records. This will significantly decrease the waiting time and smoothen the scheduling throughout the day.

~UTILIZE TECHNOLOGY:

Details are of utmost importance in medical billing and coding. A minor mistake, say, for instance, in address details can cost the healthcare facility consequential time and money. As we all know manual work is time-consuming and leads to errors, which is why it is recommended to use Electronic Health Record and electronic patient eligibility verification. Automating these processes can help quick and error-free processing. Similarly, train your front-desk staff to be technologically adept in operating tablet and software which make appointment scheduling easy and fast.

~CONSIDER OUTSOURCING FRONT-DESK SUPPORT:

Poor patient interaction because of front-desk inefficiency results in a decline in the rate of patient satisfaction, patient retention which ultimately adversely impacts the practice’s revenue.

Instead of burdening the in-house team with the hassle, why not outsource a front-desk team from Medphine? Amid the several medical processing, giving the patients on call and the counter, your undivided attention can be a daunting task. But with Medphine front-desk support, you will get a dedicated phone line and a team, for your practice which will take care of every minuscule aspect of front-desk from greeting callers, to updating information to resolving queries on appointments, billing, insurance, etc.

You can trust upon Medphine’s customizable and tailor-made practice in ensuring that the patient is treated with utmost devotion, resulting in a strengthened patient-practice relationship and escalating your practice’s revenue significantly.

Remember, helping people in distress is a noble job but to keep serving them, you will need stable finances, the flow of which is eminently dependent on the impression your healthcare facility leaves on the patient. Outsourcing these services will help your practice and staff focus better on delivering quality treatment to those in need and simultaneously augment your profitability.

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How Patient No-Show Affects RCM?

How Patient No-Show Affects RCM?

 

150 billion!

Yes, that is how much healthcare systems of the United State lose because of patient no-shows, in a year.

Setting up, operating and maintaining healthcare organization is expensive. What adds to the staggering expense and has an adverse impact on the revenue generated is the frustrating habit of the patient not showing without prior informing. Unless the fault was at the healthcare facility’s end or your part, there is no use of pestering patients for not showing up just because you are furious about the time that could have been profitably utilized.

The total cost of missed healthcare appointments in the United States every year is an astronomical $150 billion. Each open, unused time slot costs a physician 60 minutes and $200 on average. Now factor in that no-show rates are as high as 30% nationwide, and you can see how that $150 billion figure is reached. Despite these astounding numbers, healthcare facilities are not taking the necessary steps to monitor the patient’s behavior and minimize the adverse impact it has on the healthcare practices RCM, which is the need of the hour.

So let us talk about what exactly is referred to as a patient no-shows and what measure can a healthcare practice take to reduce it and the impact it has on the revenue cycle.

What is defined as a patient no-shows?

When a patient who has their appointment booked with a doctor, doesn’t show up for the check-up without informing the facility or canceling the appointment, this practice is a patient-no show. And although for the patient it might not be such a big issue, this habit affects healthcare organization’s revenue profoundly.

What is the reason for the patient not attending without informing the healthcare practice?

Superficially, it can be perceived as just negligence in patient part, but there are specific common reasons behind a patient’s inability to not attend the appointment, such as :

-APPOINTMENT ISSUE:
Patients tend to get irked if there is a considerable gap between the date the appointment was scheduled and the date the appointment is. The healthcare facilities have months that are prior booked, but since this cannot be explained to the patients, the long gaps lead to patients missing out on the appointments.

-LACK OF UNDERSTANDING:
This is one of the most common reasons for patients missing the scheduled appointment. They assume that them not attending the appointment will ultimately help the doctor’s office, which as per belief is always overbooked. They don’t understand that because of their missing out the appointment, the facility’s time and the financial cycle is disrupted.

-LACK OF EMPATHY OF FACILITY’S STAFF:
How does the healthcare organizations front desk engage in the conversation with the patient, what kind of atmosphere does your practice has and how they treat their patient plays a huge role not just in attracting patient but also in their retention? Service don’t just mean effective medicine or a nice private luxury room to the patient, but on how you and your clinical staff treat them.

-LAST MINUTE EMERGENCIES:
No one can predict what is going to happen the very next second, the patient who has their appointment schedule might not be able to attend it because of a family emergency or any other major conflict because of which they were unable to inform about their absence.

The no-shows and late cancellation have a profound impact as it leads to time wastage of the clinical staff, generating confusion with not enough staff when needed and too many in non-peak hours. This ultimately results in a dissatisfied patient who starts looking for treatment in other healthcare services. Patient no-shows, aside from wasting the time of the hospital and impacting the revenue of the healthcare practice on a greater scale, also delay the timely delivery of quality healthcare. By missing out on the scheduled appointment, patients slowly give the medical condition they have the freedom to thrive, and further, affect the immune system of the body.

To prevent your healthcare practice from a further loss in the revenue cycle and dispense adequate treatment to the patient, we have listed down some reliable strategies that will assure a significant reduction in no-shows rate, so that every patient coming at your healthcare facility get the treatment they need:

-FOLLOW-UP ON THE MISSED APPOINTMENT:
As mentioned before, not every missed appointment is intentional, which is why it would be a good practice if you drop text on their number or shoot an email. This will indirectly remind them of the hospital appointment, and they might try to reschedule one immediately.

-IMPLEMENT A NO-SHOW POLICY:
No show policy might seem like a tyrannical solution, but it doesn’t have to be that way. Instead of charging a fee for missing the appointment, you should modify the policy to removing the fee once they reschedule the appointment and attends it. Another strategy that could benefit your practice, in the long run, is rewarding the patient who showed up for their apportionment with gift cards.

-REDUCE THE WAIT TIME TO MINIMUM POSSIBLE:
If on their previous visit the patient had to wait for 20-30 minutes, chances are they are not going to come back for the follow-up. The waiting time will not only lead to not attending the appointment but also a loss of patients.

-HIRE AN APPOINTMENT REMINDER SERVICE:
We could suggest you automated appointment reminder for streamlining all the appointment making sure the no-shows rate is minimum, but what if we say, instead of a software, you can outsource a team of billing and coding experts like Medphine that understand the importance of these intricacies and will make sure the no call no show rates are decreased by being the communication channel between the provider and the patient. You can trust Medphine’s proficient appointment reminder in streamlining the scheduling process and improving your revenue cycle management.

-STRENGTHEN RELATIONSHIP WITH PATIENTS:
A healthcare practice’s relationship with the patient does not end on the day of last treatment process. Make your patient feel valued with updating them on the latest technology that you brought in your facility and how it can help with their medical condition.

Instead of burdening your in-house staff with the responsibility to make sure the appointment reminders strategy works appropriately, why not outsource to a billing and coding service like Medphine, that does the same job more efficiently with visible results?

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Rationalise your charge entry practice

Rationalise your charge entry practice

Of all the intricate processes that make up the medical billing and coding in the healthcare industry, be it Insurance verification, medical transcription, claim submission, payment posting, one process which holds utmost prominence, considering heightened intricacies of its own is charge entry practice.

Why, you ask?

Because charge entry process if overlooked will impact your eligibility for claiming the reimbursement of providing the service or impact the figure that you shall receive by the insurance company. The amount you will receive will depend on the accuracy of your charge entry.

What should all be covered under an accurate charged entry?

Diagnosis code
Service Location
The physician taking care of the case
Authorization
Date of the service being provided
Date and time of admission
Billing providers

One of the most common billing error which is also one of the most expensive ones is that of entering wrong information, which deprives healthcare service providers of their insurance money. Putting down incorrect information from the list mentioned above leads to immediate claim denial by the insurance companies. Furthermore, if the medical practice mentions inaccurate quantity like miscalculation in the number of days medical services were provided to the patient or in-facility prescriptions like Intravenous units etc., then they might not get the right compensation.

Some actions you can incorporate to optimize charge entry in your medical practice:

  • Encourage the habit of posting the charges the same day the service was rendered to the patients. With the passing days in delaying the posting of your charge, your reimbursement will be delayed.
  • If the code editor rejected the diagnosis code, implement practice and billing management system to quickly identify the error, giving the team the opportunity to fix the mistake.

How can a medical billing and coding service provide adequate entry service and help streamline the revenue cycle management?

Charge entry practice is the most crucial aspect of medical billing and coding as this establishes the amount that the insurance company shall pay a healthcare service provider. This is the reason why it is highly recommended that instead of burdening your pre-occupied in-house team with this intricate work, outsource a medical billing and coding solutions provider who specializes in charge entry practice like Medphine.

  • By outsourcing charge entry from Medphine, you can rest assured that there will a significant decrease in claim denials resulting from the improper filing of information. Our billing experts will make sure that every data is cross-checked twice to ensure 99% clerical accuracies.
  • Our team of specialists are adept with a wide range of billing software and have worked with several medical specialties. They stay abreast with the latest technological advancement in the standards and protocols of medical billing to ensure qualitative revenue cycle management.
  • Medicine billing expert will make sure that all the services are dispensed with 24-48 hours of turnaround time, so as not to delay the reimbursement process from insurance companies.
  • Our streamlined approach to billing processing will ensure smooth and quick claim management for your medical practice.

Accurate charge entry practice is necessary to minimize the number of claim denials, saving time otherwise spent on identifying and rectifying claiming errors and ensuring a healthy cash flow. All this can only be guaranteed by a team holding unparalleled expertise in medical billing and coding like Medphine.

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IMPROVE PATIENT SATISFACTION THROUGH EFFICIENT CALL HANDLING

People at the front desk make an impact on every person that calls you. This fact becomes even more critical when you are in the healthcare industry. A friendly and cordial service will improve patient experience and patient satisfaction. Not only that, but it also affects the HCAHPS score as well.

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Politeness, providing on-call facilities and speed of redressal are some of the factors which help in building the rapport of the provider among the patients. In a case of emergency, it is the swiftness of handling administrative duties that make a significant difference for the devastated person and his/her family.

When someone calls you on the phone, they are looking for immediate resolution and not hours of waiting on the call. It can only be done when the front-office personnel is handling calls efficiently.

What Is Call Handling?

Call handling is the management of telephone calls. It includes politely greeting the caller, listening to their request/ problem, processing the request/ offering the solution, booking the appointment and finally asking the caller for any further help before saying the goodbye. A call would be efficient if the request/ problem is resolved quickly. The whole purpose of having a front office staff is to provide ultimate care to your patients, and that is what they are supposed to do: give help to the patients. It should be done in such a way that the relationship between patient and providers gets stronger.

Why Is It So Important?

The phone call is the first impression that a patient or the family gets from you. In a way, it sets the tone for the rest of the experience. If one doesn’t have a pleasant experience while enquiring on the call, do you think they would like to visit that doctor? Similarly, a good call experience decides the brand image of the provider as well.

In healthcare, the caller is looking for empathy, assurance, and confidence from the front-desk. He/she should feel that they are in good hands.

When you hire your front-desk staff, you need to recruit candidates observing their politeness, knowledge, and eagerness to serve. You need to train them so that they can handle the calls professionally. Alternatively, you can outsource front desk support service so that one gets to hear warm and welcoming tone everytime they call to your office.

Call Handling Mistakes That Might Be Driving Away Your Customers

It is a time where customer experience and customer service has become as important as the sales in a company. A bad experience can turn into a negative comment on the internet, and it will only make the matter worse for you and your service. Some call handling mistakes should be avoided to provide an efficient patient experience:

  1. Do not confuse the patient with unnecessary information and too many options. Be to the point and handle to issue/ request in a precise manner.
  2. IVR is not for a hospital where people are waiting for redressal. They are looking for immediate action. Putting the call on IVR seems inconsiderate and impolite.
  3. Do not prolong the call unnecessarily by asking them to repeat themselves. It is rude and annoying. Also, respect the privacy of the patient. Do not ask for anything which they might not be comfortable with.
  4. Ask your patients for feedback. This is the most organic way of getting to know your problem areas and working towards them.

Inexperience in handling the call can be a major turn off for the patients/callers. A well-spoken person, who follows the phone etiquette and is trained enough to provide solutions at once is something that is admirable in front-desk personnel.

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Keys To Successful Implementation Of Any Healthcare Technology

Healthcare industry is undergoing massive change due to political and regulatory modifications. It is becoming increasingly difficult to operate a healthcare business because of its complexity and the profit margins are becoming narrower each day.

Keys To Successful Implementation Of Any Healthcare Technology

The modern healthcare flourishes on enhanced technology of health and management which helps these organizations in improving its efficiency. But these technologies don’t seem to be easily adaptable. Even if you are lucky enough to choose the right technology for your organization, the procedure of implementation is tricky in itself. Next you need to maintain the return on investment as well.

A successful implementation of technology demands the active engagement of people with the process of technology. Along with the right leadership, positive attitude and management of the organization can achieve the successful implementation of advanced technology.

The following strategies can help you in achieving the desired success through technology in your healthcare organization:

Plan It Ahead Of Time

If you are planning to get new technology onboard then you must analyze it thoroughly. Not every technology is apt for your business. Understand the technology and decide whether it improves your work or slows it down. Planning will prepare you for the expected (and unexpected) outcome and you would be able to meet the deadlines efficiently.

You can also take this time to train your team members so that they don’t get frustrated. It will eliminate inefficient usage of technology.

The Goal should Be Shared

The journey of a healthcare firm’s transformation is highly dependent on the contribution of the team. Before implementing a new technology, talk to your team members about the expectations from the modifications in the organizations.

If leaders have divided opinion about the change then nothing can make it successful. The staff will follow on their own only if the leaders are confident about the decision.

Create A Culture Of Growth

There are a lot of people in the company who might feel insecure because of the change. They might feel insecure about their job. It also can be one of the reason why they would not welcome the change.

Usually people are overworked in healthcare administration department. If you show them how technology makes their lives easy, they will acknowledge and adapt the change.

Follow up Is Important

No implementation can be successful unless you keep an eye on the improvements. It includes the data as well as the behaviour of the employees. If both of these elements aren’t producing positive results then the implementation cannot be considered successful. It is important to know what part is favourable for your business. You need to do a thorough analysis to ensure everything is working properly.

A successful implementation of technology in healthcare is a demanding decision but the results will be rewarding as well. If you do a proper research and good implementation then you will be able to get the most out of your resources. Cut down on your burden and head over to Medphine to get experts for your medical billing.

Keys To Successful Implementation Of Any Healthcare Technology

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