How many times have you been on hold and heard this message or been told this by the person you are speaking with. As phone systems have gotten more sophisticated, the ability to record and save conversations has become commonplace. This is good news for home infusion reimbursement departments.
Using the call recording feature of your phone system can help reimbursement managers in the training and managing of their collection staff. Be sure and make your staff aware that you will be selectively listening to calls to monitor their conversations and to provide training and coaching to help them be more successful. Initially there may be some concern that they are being monitored too closely but if it is handled properly and the end result is better results, hopefully they will understand.
A second use for call archiving is in the authorization process. When calling for insurance verification and authorization you are getting a commitment from a payer to provide payment for services. These conversations have critical information in them like patient lifetime maximums, effective dates, allowable prices and units, etc. Should a dispute arise, this information could be the difference between winning and losing your case.
Spend some time and find out the features of your phone system. You might be surprised to find out you have a tremendous resource that won’t cost you any more money to use.
Renee Hunt
Vice President of Reimbursement
Paragon Infusion