Trying to manage dental insurance claims, the phones and a busy schedule?

Trying to manage dental insurance claims, the phones and a busy schedule?

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Welcome back to another Front Office
Rocks YouTube exclusive video. I’m Laura from Front Office Rocks and I have
Colleen Huff here. Colleen, welcome to another youtube video. Tell everybody if they
haven’t watched you yet, tell us a little bit about your background before we get
into our really fun topic of this video. Okay, so well my history is a little
different than a lot of people’s, I started at in an insurance company. I got
trained in a classroom setting with my MetLife, I was getting paid to talk on the
phone which according to my husband was the best thing ever. He thought he should
be paying MetLife and I loved my job. I had a little cubicle, I was happy, I loved what I was doing and we got transferred and I had to take all this
knowledge and do something with it that I couldn’t go back to an insurance
company due to a non-compete clause for a year and I ended up the offices
themselves and I’d like to say that’s when I discovered how little training
anyone is getting who’s in the offices and over the years have and thanks to
you I’ve figured out ways to help educate others so that they’re not doing
it wrong and to help them understand it to make life easier for them and we’re
accurate insurance breakdowns and I just I love it. I know it’s not your favorite
thing in the world. I think it’s great fun, it’s a little bit of a mystery for
me to solve, so that’s what I enjoy. And that’s kind of the topic of this
discussion, so I jokingly say I don’t like insurance but I actually love
insurance meaning I love understanding it, it’s a like you said, it’s like a
mystery, it’s a puzzle and when I can make a patient’s that account balance
and I know exactly why I love that but one of the reasons I don’t you know go
that way is because I also love running a dental office and the schedule and the
phones and all that and when you’re doing both it’s hard to do so that’s
really what I want to talk about today, the importance of the insurance person
in your office, how detail-oriented they need to be and then, how we make them
successful. So Colleen, do you want to talk a little bit about what you’ve seen
or how you do it because you run an office currently and have to do
insurance.So talk to me a little bit like that.
I do one of the keys to a successful insurance coordinator is giving them
that time away from the phones and away from the chaos and away from the
patients because most of us that end up in these rolls we are people, you know, we
like to be with people, we like to have that time but when you’re dealing with
the insurances whether you’re getting a breakdown or you’re entering in a
payment or you’re figuring out an account, you don’t need to be interrupted
and that those interruptions that cause the mistakes to happen.
It’s the interruptions that make you miss a little piece that makes it
covered or not covered and it also makes them, the stress level goes up and you
keep, you know it takes what is it an average of five to seven minutes for a
person to get back on target when they’ve been interrupted, so imagine that
all day long and you’re not getting anything done. So one of the things I do
with the my front desk person, we take turns,
we go in the office and we ignore everybody. So we have a small office
space, it’s not huge but it’s enough and we go in there and we shut the door and
the deal is if there’s two patients waiting for checkout they just act like I’m
not there or they act like she’s not there, there are times you’re alone at
the front desk but you have to train your team that too because they’re gonna
go knock on the door and pull that person out, a patient can wait, they they
wait in the reception area for the doctor to seat them, they can wait five
minutes or three minutes for checkout and so it’s a mindset. There’s a for some
reason a mindset in an office that when the person first comes in the door one
or two minute wait while the rooms getting ready is okay but when they
leave the front is supposed to be instantly ready for them and I don’t
know why and we have to change that mindset sometimes and give them that
privacy in peace of mind time. Well a lot of that is like weighing the importance
so like if you’re doing something important like insurance is to get
pulled out to check a patient out if your team can be trained how to handle
two patients and what they say, just like answering the phones, the phone’s ringing,
a patient’s in front of you, you need to train your team on it but there needs to
be some discipline when it comes around insurances because like you said that’s
where mistakes happen and are the number one complaint on the internet about
dental offices has to do with the front office and most of those complaints have
to do with estimates and insurance and so if we stress our insurance people out
and don’t let them focus, we don’t put the estimates in correctly, we don’t let
them figure out the balances correctly, in the long run patients are unhappy and that’s what we’re trying to trying to avoid. So
you and I were talking before we started this video that we’re seeing a trend of
outsourcing insurance and we’re not advocating you do or don’t I did in my
practice the last two years I was there, we outsource it and I can tell you the
multiple reasons why are you seeing that kind of happening or at cross country
and what do you think the reasons are or the pros and cons of doing that. Yeah, I’m
seeing it as a big trend. I don’t know if you have seen this but I’m noticing a lot of
pennies that are springing up it seems to be a trend for those of us that have
done it some people are going out and starting their own companies and I think
a lot of it is because if you’re at home and that’s your whole job, you’re not
getting interrupted. They’re not pulling you in for different things I did have
another person give me the thought process for the offices is, it’s less on the
doctors, less payroll, less employee time off, they’re not worrying about all of
these extras that happen as an employee and they’re also not worrying about
replacing them if they walk out the door because even if that person leaves with
the company, the company replaces them with someone else. So I think it is gonna
become more and more common because it’s allowing that job to be what it’s
supposed to be which is that’s their focus, as opposed to, I’m an insurance
coordinator, I’m answering the phones, I’m a scheduler, I’m checking in and checking
out. I’m doing I’m stating a patient because the back’s busy. I mean there’s so much
that happens to the front desk you know we got 12 hats going at the same time,
which anyone who’s done it knows and yes we sometimes thrive on that and that’s why
we’re good in those positions but that insurance part, we have to make ourselves
step away from the chaos. Yep exactly and so the thing I would think is that if
you’re, I mean, I’m speaking we were been speaking to the doctors or anybody
watching this in the dental industry but if you’re an insurance coordinator and
you’re good at this you got to stay good! You’ve got to stay up to speed on
insurances, you’ve got to set yourself out of the everyday craziness. I mean
it’s great we’re all proud. I actually seen speakers talk about this, I’m all
proud about multitasking but when you multitask you don’t do
anything super great and with insurances we want it to be done super great. So
talk a little bit about how to stay abreast of insurance, how to keep up with
the latest because that’s an issue too. I think
people have always done it the way they’ve always done it but we’ve got to
be growing and learning. It’s a constant I have used, you know, I attend Teresa
Duncan seminars and I also speak. So you can attend my seminars.
There’s a number of us in the industry that will help each other with the
different things that we’re seeing I use Google Alerts to stay up to date on
different things happening in my area, alert for certain insurance companies in
our area, so you may want to look into that Charles Blair’s information is
always great. He’s got an insurance newsletter that he does, yes, there’s a
cost to it and some doctors don’t want to do that but there’s ways to do it NEA does webinars, AADOM does webinars and there’s any of the industry
magazines that are out there, there’s almost always an insurance sort and so
I’m constantly reading and I’m learning something. I tell everybody, I seriously
learned something new at least once a week, if not daily and I do that you know
this is what I’m I’m looking for it but even without looking for it it comes
across your desk sometimes too. Right completely, so we need to make sure that
we’re investing or I’m saying suggesting all dental offices out there investing
in insurance and patient accounts and making sure you’re doing it
correctly and making sure you’re breaking things down correctly and
making sure you’re valuing the time of the person doing it, whether you have
somebody in office or you have somebody out, you know, doing it remotely for you
it’s important and it’s not something we want our office to be driven by, like we
don’t want to diagnose just based off with insurance covers but know we better
have a good idea of what the insurance is going to cover and where they’re
gonna, where they’re gonna step up and not. Well and the other thing I just want
to add it there’s doctors watching this, if the insurance coordinator in your office doesn’t want
to continue to educate themselves you need someone else doing it. Yeah. Because
anyone who’s doing insurance you have to I do seminars across the country and I
can’t tell you, I will have a roomful of people that have been doing it for
twenty years and they always come up and say wow, I got some new things from you
right because there’s new things all the time and we can’t learn them all
necessarily, which is why I rely on others in the industry all the time too.
Right. Yep exactly it’s just like CE for clinical. I mean insurance is changing
all the time, so it’s definitely necessary. Well good, well just as a
little plug for Front Office
Rocks. We have Colleen doing advanced insurance
training on our website so where we break down insurance and we’ll be adding
new things all the time, so if you loved this video and you want to hear more about
Colleen let us know, write questions below. She speaks around the country, I
speak around the country and we have videos on Front Office Rocks. So we are
here to be a resource for you and your team. If you’re not subscribed yet, make
sure you subscribe below so we can let you know where the new videos come out
and thanks Colleen. I think that was a good insight to help doctors remember
how important it is to focus on this in the practice. Thanks Laura, I think it was
too.

2 thoughts on “Trying to manage dental insurance claims, the phones and a busy schedule?”

  1. I love your videos and I learn a lot from you; however, I think patients always come first . If a patient has to wait in our office, something is wrong, and most likely we are under staffed . I also don’t agree with you implying that she runs the office. One person does not run the office, the team runs the office . I own 2 businesses, one is a dental office, one is a med spa, and I only own it , my team runs it, and if it weren’t for them, we would not have a land slide 5 star review. I guess I’m trying to say, if i was on the phone with insurance , and my teammate needed help, and I informed them not to bother me while I was on the phone with insurance , I feel like I would be failing as a leader .

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