Episode 157: A great relationship with your office manager is the key to success with Carrie Glass
Summary
This transcript is a conversation between Dr. Amy Vertrees, a general surgeon, and Carrie Glass, her office manager. They discuss the crucial role of an office manager in ensuring smooth operations, managing staff, handling patient interactions, and navigating various administrative tasks. Carrie shares her background and how she transitioned into the office manager role after gaining diverse experience in the medical field. They delve into the challenges of scheduling patients, managing late arrivals, collecting copays, and dealing with difficult situations. Keri emphasizes the importance of documentation, coding, and proper billing procedures to ensure timely reimbursements from insurance companies. They also discuss strategies for maintaining staff morale, addressing performance issues, and enforcing boundaries. Throughout the conversation, Keri's expertise and Dr. Vertrees' appreciation for her contributions are evident, highlighting the significance of a strong office manager in a successful medical practice.
Chapters
Introduction and Background
Dr. Vertrees introduces Carrie Glass, her office manager, and highlights the importance of understanding the office manager's role. Carrie shares her background, starting in the medical field at a young age and gaining diverse experience in various roles before becoming an office manager.
Managing Patient Interactions
Carrie discusses her approach to managing patient interactions, including scheduling appointments, handling late arrivals with compassion, and explaining policies like copay collection. She emphasizes the importance of being a mediator between patients and providers, ensuring smooth communication and understanding.
Staff Management and Morale
Carrie shares her strategies for managing staff, addressing performance issues, and maintaining morale. She highlights the importance of open communication, being a team player, and creating a positive work environment through small gestures like buying lunch or allowing early departures on slow days.
Documentation and Coding
The conversation shifts to the importance of proper documentation and coding for successful billing and reimbursement. Carrie explains the pitfalls of incorrect coding, the need for accurate documentation, and the challenges of working with insurance companies' requirements.
Revenue Cycle and Reimbursement
Carrie and Dr. Vertrees discuss the revenue cycle, from scheduling and pre-authorization to coding, billing, and collecting payments. They highlight the importance of each step and the potential consequences of missing any part of the process, emphasizing the need for collaboration between providers and office staff.
Relationship and Collaboration
Throughout the conversation, the strong relationship and collaboration between Dr. Vertrees and Carrie are evident. They discuss the importance of mutual support, understanding each other's roles, and working together to overcome challenges and achieve success in the medical practice.
Action Items
- Establish clear communication channels between providers and office staff to address scheduling conflicts, documentation requirements, and coding queries.
- Implement regular training sessions for staff on coding best practices, insurance requirements, and documentation standards to ensure accurate billing and reimbursement.
- Develop a comprehensive policy for managing late patient arrivals, addressing the root causes with compassion while maintaining office efficiency.
- Foster a positive work environment by recognizing staff contributions, offering flexibility when possible, and promoting team-building activities.
- Conduct periodic reviews of the revenue cycle process, identifying potential bottlenecks or areas for improvement, and implementing necessary changes to streamline operations.
- Encourage providers to document procedures using precise terminology aligned with coding guidelines to facilitate accurate coding and minimize denials or delays in reimbursement.
- Establish clear boundaries and enforce policies consistently, addressing performance issues promptly while maintaining open communication and offering support when needed.
