Outpatient Surgery Magazine

OR Excellence Awards 2016 - September 2016 - Subscribe to Outpatient Surgery Magazine

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

Issue link: http://magazine.outpatientsurgery.net/i/726435

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Page 60 of 146

Working with and for patients The business office is focused on helping patients navigate their insur- ance plans. "We all know that these times are difficult for both patients and centers," says Joyce Mackler, RN, MSN, CASC, the center's manager. "Patients have large deductibles that they're neither aware of nor under- stand." To give patients more insight to their benefits, the center created an insurance glossary on its website (osmag.net/cZzBB5). The site also explains the center's policy for collecting patient responsibilities: All co-payments, co-insurances and deductibles are collected upfront at the time of service. Part of what makes this possible is the center's staff, says Ms. Mackler. She credits the front-office receptionist, Rose Hastings, and the accounts manager, Robin Church, for educating patients on their responsibilities before they arrive for their endoscopies. "Between Robin and Rose, we contact every patient ahead of time in writing or by phone to explain the expected cost, insurance payment and patient responsibility," says Ms. Mackler. Ms. Hastings calls the center's Medicare patients to remind them of their co-insurance and deductibles. The staff also verifies the insurance information that dictates these out-of-pocket patient costs. "While online insurance verification and coverage information is helpful, sometimes the best source of informa- tion comes from making a phone call to the insurance company," adds Ms. Mackler. If staff contacts a patient and he says that he can't pay his full respon- sibility, the center is happy to work with him on a payment plan. The plan typically consists of 50% of the total cost due at the time of service, with the balance due over the next 3 months, says Ms. Mackler. These S E P T E M B E R 2 0 1 6 • O U T PA T I E N TS U R G E R Y. N E T • 6 1

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