Uninsured Services = Free Services?

Did you know that most physicians are, on average, losing $20,000.00 to $30,000.00 per year because they aren't billing for uninsured services?  I think we can all agree that $30,000.00 per year is worth taking the time to develop a system.  Initially, creating systems takes time; and if you had spare time you can probably think of a multitude of things you would rather be doing - but isn't $30,000.00 tempting?

A popular solution for uninsured services is physicians have their front-desk staff work alongside an outsourced company and track uninsured services, as they are provided.  The outsourced company will collect payments from your patients based on what they receive from your staff - for a price.  The major problem that we have found with using outsourced companies is that the communication is extremely lacking between your staff and the patient, which leads to a whole new set of issues.  When your staff don't feel responsible for the collection aspect of finances, they don't worry about ensuring the patient is advised up front about fees associated with provision of uninsured services.  Quite frequently the issue that quickly ensues is your patients receive invoices for services they had no idea they would be billed for.  Another concern I have heard raised by patients is that it makes them uncomfortable to receive a phone call from a third party company- though not the case, they tend to feel as if their confidentiality has been broken. 

For the best attainment rates, and a well received program, uninsured services and block billing fees need to be coupled into one seamless program that includes detailed dialogue between your front desk staff and your patients.  An effective program will include pamphlets clearly explaining uninsured services and rates. 

No matter what type of program you opt for, whether physician directed or outsourced, you will need to ensure that your front-desk staff aren onboard with the program; if not, you won't enjoy the same rate of success financially.

Lastly, your staff should be provided with set office rates for all uninsured services so that they are never left in a position to decide on a price themselves - appearances are everything and if your staff are "winging it", patients will pick up on it quickly and overall it will reflect on the physician. 

We are currently developing block fee billing and uninsured service programs for our membership, we will have packages to choose from that will include customized pamphlets for patients as well as instructional material for your front desk staff - we'll keep you posted.  We are determined to support our members in actually earning money for the work they are doing, we think this will be a good step in that direction.