Does your practice feel a little chaotic sometimes? You’re not alone. Each week in Calm the Chaos, I’ll share actionable strategies, real-world stories, and simple tech solutions to help you take control and create a better experience for your patients and team.

How is it already the last day of January? This week, we’re focusing on improving patient financial collections at check-in and how virtual assistants can be game-changers for your practice.

STORY TIME:

How One Podiatry Practice Transformed Financial Collections with Virtual Assistants

BEFORE THE FIX:

An Arizona podiatry practice struggled with inconsistent insurance verifications and patient financial surprises. Front office staff often spent valuable time chasing down insurance details, resulting in delays and incomplete collections at check-in. Medicare Same and Similar checks for DME items were especially challenging, with no efficient way to complete these time-consuming tasks.

THE SOLUTION

We helped them add two virtual assistants to their team and introduced:

• SOPs and Automations: These outlined clear workflows for insurance verifications, including Medicare Same and Similar checks for DME items.
• Efficient Processes: Virtual assistants handled time-consuming tasks like obtaining eligibility and benefit details unavailable in EMR-integrated systems.
• Clear Communication: Virtual assistants provided accurate information, giving front office staff the confidence to collect payments without hesitation.

THE RESULTS

• More money was collected at check-in.
• Patients experienced fewer surprises with financial responsibility.
• Staff felt supported and empowered, reducing workplace stress.

ACTIONABLE TIPS FOR THE WEEK

Make Insurance Verification a Strength

• Look back at the last 30 days of claims. Compare EOBs to posted payments and assess if your team is collecting accurately.
  • If everything aligns, celebrate the success!
  • If adjustments are needed, now is the time for training and workflow updates.
• Utilize virtual assistants for tasks like eligibility verification and Medicare Same and Similar checks for DME items to free up front office staff.
• Standardize workflows with clear SOPs to maintain consistency across your team.

By turning communication into a habit, you can create a culture of kindness that leaves a lasting impression on patients.

TANIA'S TECH TIPS:

Tool Highlight: Internal Messaging

Real-time communication between virtual assistants and your front office team is essential for seamless workflows. A tool like Ring Central’s HIPAA-Compliant Messaging can help ensure your team stays connected without missing important details.

How It Help:

1. Facilitates quick updates or questions between team members.
2. Keeps discussions organized with dedicated messaging groups for tasks like insurance verifications.
3. Reduces interruptions by enabling efficient, secure communication.

Pro Tip: Use tools like this to share daily updates and reminders, reinforcing workflows and best practices.

WHAT I’M READING:

The Success Principles by Jack Canfield

This week, I’m reflecting on the principle E+R=O: Event + Response = Outcome, which I shared on last week’s live webinar. Here’s how it works:

• Event: Something happens that’s out of your control, like a patient upset about their bill.
• Response: How your team chooses to react will determine…
• Outcome: Whether the situation escalates or turns into an opportunity to build trust.

Takeaway:

We can’t control every event, but we can always control our response. Train your team to pause, think through their response, and aim for an outcome that aligns with your values.

Small Changes, Big Results

Are you ready to transform how your practice collects patient financial responsibility? I will be your guide in creating efficient systems that improve collections, reduce surprises, and boost team confidence.

Schedule a call with me today to see my exact system for integrating virtual assistants into your practice.

SCHEDULE A CALL WITH ME

You've got this!