General Info & News, Guest Posts

Customer Service Essentials Every Medical and Licensed Practitioner Needs

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Customer service is a critical part of providing patient care. In an industry that’s rife with life-and-death situations, delivering superb customer service can greatly heighten the reputation of and trust in a healthcare provider. Moreover, providing quality customer service can also help medical and licensed practitioners avoid the staggering costs of dissatisfied patients. A study from Zhejiang University notes that patient satisfaction is one of the most important factors when measuring the success of a healthcare provider. Failing to respond to the concerns, queries, and questions of a patient can negatively affect patient satisfaction and lead to bad reviews and feedback, which can eventually affect the revenue of the healthcare provider.

However, not every healthcare provider has an on-call staff who can quickly attend to the queries of their patients. In many single provider offices, there’s often only one person managing everything for the doctor. If you’re a licensed practitioner with a small clinic who wants to improve your patient satisfaction rates, we’ve highlighted below some customer service essentials that you should strongly consider.

Responsive customer service

Every healthcare organization should be able to provide great customer service and expertly handle customer concerns. Some key customer service responsibilities in a healthcare organization are scheduling appointments, answering phones, settling patient insurance claims, and answering queries related to medical care and benefits information. For this reason, you should look into improving the customer service skills of your assistant or secretary. Thankfully, plenty of online platforms such as Udemy, HubSpot, and LinkedIn offer customer service certification programs that can help your staff hone their customer service skills.

The right healthcare customer service tool

You should equip your secretary with a customer relationship management (CRM) tool in order to maximize them. With a CRM tool, they can identify sales opportunities, take note of service issues, store patient contact and data, as well as facilitate communication with existing patients. When choosing the right CRM tool, a guide on review website Digital.com notes that you should check for features such as patient management, medical history records, and physician management. Furthermore, you should make sure that the CRM you select is HIPAA compliant to guarantee the security of patient data and avoid lawsuits down the line. Salesforce and Zendesk are some reputable software manufacturers that offer healthcare CRM tools.

A knowledgeable IT professional

As we’ve mentioned, the healthcare industry is a high-stakes sector that experiences a lot of life-and-death situations. With that said, it is critical for your customer service platform and infrastructure to work as smoothly as possible, especially if your practice is involved in emergency services. To ensure that patients experience a seamless service, you should have an IT professional routinely check your systems and infrastructure. This way, you can make sure that the software and tools that you and your assistant use operate smoothly.

Furthermore, providing superb customer service in healthcare also requires a comprehensive and accessible database. To secure your organization’s database, you employ the services database administrator. In an article from Maryville University, it is detailed that database administrators are responsible for organizing huge quantities of data, such as health records and patient information. These professionals often have a background in information technology and computer science, which enables them to build your organization a secure and organized database, and even adapt your legacy databases to newer and more efficient infrastructures.

Customer service chatbots

In a previous post discussing the ‘14 Benefits of Mobile Telehealth Services’, we pointed out that telehealth technology has experienced massive development in the last few years. But aside from specialized diagnostic devices, monitors, and sensors, chatbots are also a telehealth product that is quickly rising in popularity. Powered by artificial intelligence, customer support chatbots can respond to a patient’s inquiries by accessing your organization’s database. Customer service chatbots are a great addition to your healthcare practice as they can relieve your assistant with some of their customer service tasks, provide helpful responses in real-time, enhance business productivity, and boost customer satisfaction.

Every patient deserves the best care possible. To ensure that your practice provides top-notch customer service, do consider what we’ve discussed above.

 

 

Article by Iyanna Viggo

Guest Posts

How to Get the Best Out of Your Software Investment

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Business software can increase efficiency, automate processes, improve customer service, and ultimately drive up your profitability. As a doctor and a business owner, you know that as your company grows, you need to ensure that your financial health stays on track. As technology advances, you should invest in the right tools to stay organized and drive your business forward.

To help you determine what you need, SpeedySoft shares the following guidance.

Do I need to invest in business software?

If you have labor-intensive tasks that can be automated, complicated tasks that can be simplified, or important records that need to be filed and analyzed, then you should consider investing in business software.

What software do I need?

If you are unsure what software you need, start by asking yourself these questions:

  • What problem do I need to solve?
  • What are my software requirements?
  • Will the software meet my needs?

What problem do I need to solve?

Begin by asking your team what issues they believe you are facing, then conduct a thorough analysis of current business practices and processes to see what you can do more efficiently. Identify issues or weak areas that can be improved upon.

What are my software requirements?

Create a list of essential functions your software should have. Consider how many people it needs to support, ease of use, and integrations with other software. The overall security of your software and apps is also a necessary consideration.

How will I measure the impact of this software on my business?

Again, review your goals and determine if the new software met them. Clear Impact suggests you measure the impact of any new systems or processes by looking at both anecdotal evidence and quantitative measurement:

  • You can gain anecdotal evidence by asking your staff and patients for feedback on the new software. Qualitative research can assist you in obtaining this information.
  • Put numerical measures in place from the start. Numerical data allows you to look at performance. You can collect numerical data through the software systems themselves or through quantitative research.

A thorough analysis of data is important to work out if you have met your goals and solved your problems.

Types of business software

CMS 1500

If your practice has a considerable number of patients, you need a software system that can help fill out CMS 1500 forms correctly and expedite claims to ensure timely billing for your services.

A product like SpeedyClaims CMS 1500 Software can eliminate much of the tedium associated with medical billing, and it offers a simple interface that’s easy to use. And in addition to paper and electronic claim capability, you can count on HIPAA-compatibility and security as well as free, automatic updates.

Accounting systems

Accounting systems can help you keep track of all your transactions, billings, and general ledger. It is crucial to employ robust accounting and business management software that is easy for staff to use but also provides critical functions. A system like QuickBooks Enterprise can integrate across workflows and enable you to track and manage inventory, manage and run payroll, as well as run advanced reporting statements. Quickbooks Enterprise is robust enough to deal with most accounting requirements but easy for staff to understand and implement. Essentially, it has ERP software functionality without unnecessary complexity.

Human resources management

Electronic HR systems can help you manage personnel records, streamline payroll and benefits, track timekeeping, recruit staff, and assist with employee development.

How much your business saves by investing in software depends on research, proper implementation, and the right software purchases. But no doubt, investing in business software is the smart move for entrepreneurs who want to take their business to the next level.

Encounter Room
Patient Room

Photo: Unsplash

 

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14 BENEFITS OF MOBILE TELEHEALTH SERVICES

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“TeleHealth Services”
a Renewed Focus in Response to Covid-19 Pandemic.

telehealth patient on cell phone


How TeleHealth services are serving a significant role in both Healthcare Professionals and Patients lives right now.

A video call with a patient in another city or country may have seemed like an impossible idea a decade ago. Yet, with growing technology by leaps and bounds, TeleHealth is here and transforming healthcare. Clinics, hospitals and health providers have started to accept telemedicine and made it a part of their medical practice, more access to connect with patients than ever before.

TeleHealth technology has seen massive expansion in the last few years.
Specialized screening and diagnostic devices, cameras, monitors and sensors, all of which provide patient data and health metrics into telemedicine software which helps doctors gain a greater understanding of their patient’s health. Unlike other video calls, telemedicine offers an attested means of evaluating health and treating patients remotely as it is based on health data sharing and communication.

14 Benefits of Mobile TeleHealth Services

● Follow-up care is hassle-free with TeleHealth services. This ensures that patients dedicatedly get check-in with their doctors without having to visit their clinic.
● TeleHealth improves the convenience of receiving treatment by allowing patients to receive care without traveling long distances.
● Expand care to rural areas where accessibility to health services may be limited. Remote access to a Smartphone with better internet connection is all that is needed for volunteers or health professionals to get help for patients in rural areas.
● With mobile TeleHealth live health monitoring is possible now. Both medical professionals and patients can engage with each other at any time, wherever they may be to ensure that the patient’s health parameters are being tracked.
● Patients can avoid falling ill by limiting their exposure to infections which they may otherwise encounter during hospital visits, with help of Mobile TeleHealth services.
● Basic infrastructural essentials needed for mobile TeleHealth. A better internet and Smartphone with a front camera is all providers and patients need to carry out a video consultation for any health concerns.
● With this service patients can connect with various specialist care (E.g. To oncologists, radiologists, kidney specialists, surgeons etc.) This may not be available in their city. This is explicitly useful for providers for medical tourism, to consult with patients planning to visit them from others all over the globe for medical care and for post-treatment follow-up.
● Apart from reducing time, mobile TeleHealth services also bring down healthcare costs. Constant care means improved health outcomes for patients and increased allude for doctors, generating more revenue.
● With basic training any doctor can use Video consultation services on mobile just like Skype and video call.
● Reduce the volume of phone calls, text messages, and emails that providers often need to address from patients. Booking slots for an appointment corroborates you would not need to answer patient calls round-the-clock.
● Providers can make audio/video communication with their patients just like other video consultations on mobile. By this they are able to see and communicate to patients in real-time, monitor their health reports and make an assessment of their health.
● Providers can set fees for TeleHealth services on mobile consultation fees and collect payments for consultations to ensure they are accordingly remunerated for their time.
● TeleHealth can allow physicians to bill for uncompensated phone calls while also extending hours to capture more billable time. TeleHealth cuts down on no-shows and can improve the efficiency of a practice.
● TeleHealth can increase clinical workflow efficiency. It can serve as the conduit for quicker prioritization of care delivery, triaging each case and improving communication by capturing, storing, and using patient data for better medical decision-making.

SpeedySoft CMS 1500 form filler makes filing insurance claims for telehealth encounters easy with point and click fill in the blanks efficiency.

General Info & News

Why HIPAA Compliance Matters for Medical Experts Who Work Remotely

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By Chelsea Lamb of businesspop.net

In this day and age, more and more people are transitioning to working from home, either by necessity or by choice. While in most industries, it’s a shift that can be made with ease and without concerns, the same can’t be said in the field of medicine. This is because medical professionals are not only stewards of health, but also of protected health information (PHI), making the transition to telecommuting something that should be properly controlled and adequately regulated.

HIPAA (Health Insurance Portability and Accountability Act), by and large, sets the standard for the protection of ultra-sensitive patient data, and lately, the need for HIPAA compliance for work-from-home medical professionals is already being systematically addressed. Here’s what you need to know.

Understand the need for security, above all.

The need for security when working remotely, especially apropos to the handling of PHI, is a well-documented fact. Cases of security breaches are not at all uncommon, putting people’s medical privacy at risk—with costly repercussions at that—and serving as bone-chilling cautionary tales. It goes without saying, therefore, that companies and organizations are not the only ones who need to safeguard PHI. In fact, the same rule applies to medical professionals working remotely too.

Indeed, working from home is widely regarded as a threat to HIPAA compliance. This, in turn, creates the real need to understand the risks and possible issues, as well as solid guidelines and measures firmly implemented, long before a medical professional could and should start working remotely. This invariably takes us to the next point . . .

Make sure you meet the requirements.

HIPAA compliance for remote workers is a many-pronged approach. There is a real need for businesses to enforce base requirements for the equipment, hardware, and software remote workers will use. At the most fundamental level, this will include the strict use of VPN, encryption measures on wireless routers and other devices (including personal ones that may be used for access), the use of firewalls and anti-virus software, and even limiting the use and access of the network to specific brands and versions of devices.

Of course, in such a highly regulated industry, there are bound to be regulations for remote home offices, as well. There is, in fact, a need for a HIPAA-compliant home office as the risk of a security breach increases when medical professionals take work home. So apart from the equipment, software, and network precautions as mentioned above, it’s important to underscore the need to observe safe practices, such as keeping the work computer locked when unattended, ensuring the safe storage and/or shredding of printouts and faxes, and the like.

All these measures are designed to honor and comply with the official HIPAA regulations. It’s only prudent, therefore, to have the latest HIPAA compliance checklist on hand to ensure that your business is covering all the bases.

Establish your compliance and credibility.

Finally, know that it’s one thing to be compliant, but it’s also another for potential clients, vendors and other companies you want to work with to know a business is compliant. It’s more than wise, therefore, to consider increasing the degree of assurance with a HITRUST CSF self-assessment. Best of all, using a platform like myCSF not only helps to maintain regulatory compliance to HIPAA, but also to other standards, including ISO, PCI, and NIST.

Of course, beyond industry compliance, how employees work matters, as well. The fact is, as more and more medical professionals work remotely (and are compliant in doing so), the competition gets fiercer. This makes it necessary to make use of compliant tools and even templates that save time and, by extension, money and efficiency.

Suffice it to say, your organization may have to jump through some very important hoops for your medical professionals to work from home, but there’s really no question of the necessity. Ultimately, HIPAA compliance will not only save your company from the risks of working without it—it could even save lives, too.

5 HIPAA Rules Regarding Text Messaging provided by Provider Tech

Speedy Claims Tips, Tricks, Hints and Shortcuts

Filling in the CMS 1500 Insurance Claim Form

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Creating a claim in Speedy Claims is really as easy as filling in the blanks!

cms 1500 form button

Let’s start by clicking on the Claims button in the lower left of the Speedy Claims window and then clicking on the CMS 1500 Form icon.

This will open a blank CMS 1500 form on your screen. There is a small green and blue tool/info bar at the top of the form. These bars:

  • show you which form is active
  • let you choose which template to use
  • status of the claim
  • let you set the size of the form on your screen

form top

All of the fields you filled in the template will have your prefilled data in them already. You simply fill in the other fields and then click  print and you are done.

All of the data you filled in will be saved in the database for recall or reuse. The entire claim will be saved in the Claims List.

claims list

And also saved in various tables such as Patient, Provider, Insurance Company etc.

tables

This will be a real time saver for you as you can now quickly and easily reuse this data in a new claim. For instance, open a new claim form on your screen and double click inside Field 2 (Patient Name) and the Patient Table shows up. Double click on the appropriate patient and all their information is automatically filled in for you!

This shortcut can be used for ANY of the tables in  the software including:

  • Insurance Carrier
  • Patient – Field 2
  • Facility – Field 32
  • Billing Provider – Field 33
  • Referring Provider – Field 17
  • Rendering  Provider – Field 24 J
  • Diagnosis Codes – Field 21
  • Procedure Codes including Fees – Fields 24D  and 24F

Stay tuned!  Our next tutorial will include more shortcuts and time saving tips!

Speedy Claims Tips, Tricks, Hints and Shortcuts

Getting Started with Speedy Claims CMS 1500

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desktop-iconOnce you install the program you will find an icon on your desktop that looks like this. The black background will be different depending on what your desktop looks like but the icon will be the same.
Double click this icon to open the Speedy Claims program to begin setting up and using the Speedy Claims.

Continue reading Getting Started with Speedy Claims CMS 1500 →

How to Complete the CMS 1500 Form, Speedy Claims Tips, Tricks, Hints and Shortcuts

What is the CMS 1500 claim form?

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CMS 1500 claim form example
CMS 1500 Claim Form

History of the CMS 1500 Claim Form –

The CMS 1500 claim form has not always been available for filing insurance claims. Billing insurance companies for patient services in the 1960s could be a nightmare. Every third-party payer and insurance company required proprietary forms or codes to use. There was no universally accepted form for providers to use. It was a real mess and a wonder providers ever got paid for their services.
 
In the 1980s the Centers for Medicare & Medicaid Services (CMS) and the American Medical Association (AMA), along with other payer organizations, formed a group called the Uniform Claim Form Task Force. Their specific intent to create a standardized form. They created and promoted a universal health claim form called the 1500 Claim Form. This form is now accepted nationwide by most insurance carriers.
 
In the 90s the National Uniform Claim Committee became responsible for the maintenance of the 1500 Claim Form. They are still the organization responsible for any updates or changes to the form. They also set the standards for what  information to include on the CMS 1500 Claim Form  and its format.
 
We include the latest NUCC manual in the Speedy Claims CMS 1500 software. You can find it by clicking on “Help” at the top of the Speedy Claims window. Then selecting “NUCC Claim Form Instruction” from the drop down list.
 
 

nucc-link

It covers every single field on the form.

Next: Sections of the CMS 1500 form.