For instance - one has social media, internet presence, etc responsibilities & will most likely take on updating insurance payments and posting payments within the bluebook to start
The other does the insurance payments, answers phones, schedules appts, checks patients out, checks on eligibility
We are trying to get a feel for what options we may have from others past experiences to try and make the front run as smooth as we can.
Thanks in advance!!!
This is an ongoing conversation in our office. We find certain tasks that seem easier become much more complicated when they are followed with patient interruptions. Checking insurance info can get tricky on a busy day when ins companies keep you on hold and phone is ringing, pts checking out, etc.
Yes, its definitely complicated! We are trying to figure out who can do what the most effectively and lessen the burden on our receptionist. Its a work in progress for sure!
We have a pretty large office. We have 2 front desk staff, one solely for checking in, the other checking out. The person checking in handles greeting all new and existing patients, collecting registration information, providing health histories to those needing updating & she also reviews our schedule for the following day. She informs us ahead of time who's health information needs to be updated, lets us know if we need photos of patient's coming in and making sure their insurance is active. Our person at check out, of course, checks all patients out. Between the 2 of them, they both answer phone calls. she also helps the hygiene coordinator. The hygiene coordinator follows up with all hygiene, making sure those books are filled. we have an insurance coordinator that post payments and follows up on claims. we have 3 treatment coordinators that assist in checking patient's out and provide treatment estimates for those who should return for treatment. they also do most of the scheduling and confirmations for their assigned doctors, print route slips for the following day, etc.
However large or small your practice is, the key is to develop a "hat" for each employee position. This job descriptor is not dependent on the employee abilities at the time. Hire employees that can handle each job description.
In my home office, our OM enters Ins Co and Plan information and obtaining any coverage information 3 days prior to a New Patient.
Why?: Because my OM has more experience in interpreting plan nuances and I want the plan set up correctly. Often times new hires or new to dental field cannot do this accurately.
My Patient Care Coordinator schedules all tx outside of recall.
Receptionist- handles day to day clerical activities and works the recall for appts and confirmations.
Obviously, that is just a very small example, but finding what will work for your practice will take a bit of time. However, the job descriptions will become a more perfect fit over time as you tweek them.