Billing issues can impact patient outcomes. Resolving them should be important to every employee at every practice – from the MDs to the front desk. Why is it so common for staffer after staffer to dodge those calls or attempt to pass them off to someone else?
Practices that outsource their medical billing operations are frequent offenders, since they may not have any billing experts around to understand patient charges.
However, even offices with in-house billing departments can be guilty of this oversight. If all of your staff members have been trained to take ownership of their work, they may not feel comfortable answering questions about a claim or statement processed by a coworker.
It also doesn’t help that, whether they cover your reception desk, handle patient scheduling or take care of coding, your administrative employees are usually busy taking care of their duties when they answer that patient-billing-issue call. Plus, they may not even have enough knowledge about medical billing to handle it.