As we start a new year, the role of the front desk team members is even more important to ensure a pediatric practice has the most current insurance information. While providing monitoring, feedback and oversight of the front desk team performance is always important, this is most important in January due to the change in patient insurance policies that occur with a new year. Some basic tasks to check for front desk team members include the front desk team member asking each parent to please confirm the name of the insurance, group number and policy number for each child.
Additionally, top performing front desk team members scan in each insurance card into the system and collect balances flagged on the account by the billing team. Another best practice and recommendation is for the front desk team members to show the current insurance and patient demographics to the parent. This patient information page can be printed out and given to the parent to verify basic demographics and insurance information. The parent can then mark up this sheet and provide back to the front desk team member.
There is an insurance eligibility button within the PediatricXpress system that is real time. For insurances that do not have the eligibility capability, the front desk can either check the Navinet system online or call the insurance. Also note that our billing team will flag accounts for patient balances so the front desk team can request for payment (in addition to the patient statements received in the mail).
Practices that achieve the highest collection rate have consistent front desk team members verifying insurances, collecting copays and requesting payment for amounts flagged on the account. The front desk team is an important part of the revenue cycle and the performance of the pediatric practice.