Office Policy Manual

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OFFICE POLICY MANUAL

TM
David Singer Enterprises, Inc.
Copyright 1999, 2001, 2003, 2010. David Singer Enterprises, Inc. All
ights
eserved.
TABLE OF CONTENTS
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . !urpose State"ents . . . . . . . . . . . . . . . . . . . . . . . .# O$$ice Assistant C%ec&'ist . . . . . . . . . . . . . . . . . . .( OA Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . .) Mu'ti*OA O$$ice . . . . . . . . . . . . . . . . . . . . . . . . . . . .) One Doctor + One OA O$$ice . . . . . . . . . . . . . . . . . ., Front Des& OA- .eceptionist . . . . . . . . . . . . . . . . . ., Co''ections OA . . . . . . . . . . . . . . . . . . . . . . . . . . . ./ Insurance C%ec&'ist . . . . . . . . . . . . . . . . . . . . . . . !u0'ic .e'ations OA C%ec&'ist . . . . . . . . . . . . . . . . 1 T%e Te'ep%one . . . . . . . . . . . . . . . . . . . . . . . . . . . . # !%one Script $or an Esta0'is%ed !atient . . . . . . . . 2 !%one Script $or a Ne3 !atient . . . . . . . . . . . . . . . 2 Screening 4our Doctor5s Ca''s . . . . . . . . . . . . . . . ) Toda65s Ne3 !atient For" . . . . . . . . . . . . . . . . . . . , Ne3 !atient Fi'es . . . . . . . . . . . . . . . . . . . . . . . . . , 7isit One . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . / Da6 One Conc'uding Actions . . . . . . . . . . . . . . . . .1 7isit T3o . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 7isit T%ree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1# 7isit Four . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 T%e S6"pto"s o$ !ractice !ro0'e"s . . . . . . . . . . . .1( 8%at is t%e Ne3 !atient Boo& . . . . . . . . . . . . . . . .1) Sa"p'e !age o$ a Ne3 !atient Boo& . . . . . . . . . . . .1/ 9OB DESC.I!TIONS . . . . . . . . . . . . . . . . . . . . . . . . . .# .eceptionist5s Dai'6 C%ec&'ist . . . . . . . . . . . . . . . .## Bac& O$$ice C%ec&'ist . . . . . . . . . . . . . . . . . . . . . .#) Financia' Coordinator5s C%ec&'ist . . . . . . . . . . . . .#: ;enera' OA C%ec&'ist . . . . . . . . . . . . . . . . . . . . . .#/
ights
eserved.
SAM!LE !ATIENT !OLICIES . . . . . . . . . . . . . . . . . . . . . .2 !atient !o'ic6< !ersona' In=ur6 . . . . . . . . . . . . . . .2# !atient !o'ic6< 8or&ers5 Co"pensation . . . . . . . . . .22 !atient !o'ic6< !atient*Doctor Agree"ents . . . . . . .2( !ATIENT A!!OINTMENT BOO> AND TIME MANA;EMENT . . . . . .2, ?E@isting !atientsA Co'u"n . . . . . . . . . . . . . . . . . .2/ Appoint"ent Boo& !rocedure . . . . . . . . . . . . . . . . .(B Ti"e Manage"ent + C'uster Boo&ing Sc%edu'e . . . . .( Ti"e Manage"ent* Avai'a0i'it6 Sc%edu'e . . . . . . . . .( Ti"e Manage"ent + Ti"e0'oc& Sc%edu'e . . . . . . . . . .(1 Ti"e Manage"ent + !aper3or& Sc%edu'e . . . . . . . . .(# Missed Appoint"ent Ca'' Script . . . . . . . . . . . . . . .(( Financia' Arrange"ents . . . . . . . . . . . . . . . . . . . . .() Mu'tip'e Appoint"ents . . . . . . . . . . . . . . . . . . . . . .(, Mu'tip'e Appoint"ent Ca'endar . . . . . . . . . . . . . . .(: Co''ections . . . . . . . . . . . . . . . . . . . . . . . . . . . . .)B In$or"ation Letter . . . . . . . . . . . . . . . . . . . . . . . .)1 Sa"p'e Co''ection Letters . . . . . . . . . . . . . . . . . . .)# S"a'' C'ai"s Court Letter . . . . . . . . . . . . . . . . . .)) Motivating !%rases $or Te'ep%one Co''ecting . . . . .), Co''ection Tips . . . . . . . . . . . . . . . . . . . . . . . . . . .), Co''ection Letters . . . . . . . . . . . . . . . . . . . . . . . .)/ Co''ection Steps C%ec&'ist . . . . . . . . . . . . . . . . . .)/ .eca'' !rogra" . . . . . . . . . . . . . . . . . . . . . . . . . .,B .eca'' !rocedure . . . . . . . . . . . . . . . . . . . . . . . . ., Inactive !atients .eactivation !%one Fo''o3*up to Mai'ing ,# Trave' Card-!atient Fo'der . . . . . . . . . . . . . . . . . .,2 Accounts .eceiva0'e Aging and Ana'6sis .eport . . .,( !ersona' In=ur6 Contro' Ledger . . . . . . . . . . . . . .,( .ecapitu'ation . . . . . . . . . . . . . . . . . . . . . . . . . . .,) Ti"e Stud6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .,: Insurance .u'es . . . . . . . . . . . . . . . . . . . . . . . . . .,/ Narrative .eport Fee . . . . . . . . . . . . . . . . . . . . . . .:B
ights
eserved.
Descri0e !atient5s !resent Condition< .e"ar&s or !rognosis CSa"p'esD . . . . . . . . . . . . . .:B Aut%oriEation and Assign"ent . . . . . . . . . . . . . . . .:1 8or&ers5 Co"pensation For" . . . . . . . . . . . . . . . . .:# 8or&ers5 Co"pensation . . . . . . . . . . . . . . . . . . . . .:2 Cover Letter to Attorne6 3it% Lien For" . . . . . . . .:( La3suits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .:) Ter"ination Notice or .e$usa' . . . . . . . . . . . . . . . .:) Ac&no3'edge"ent and Fnderstanding . . . . . . . . . .:, !atient Noti$ication $or A'ternative !a6"ent . . . . .:: !atient Noti$ication o$ Insurance Funds Due . . . . .:/ Ter"ination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ./B 8or&ers5 Co"pensation Ter"ination o$ Care . . . . . ./B Letter to !rivate Insurance Co"pan6 . . . . . . . . . . ./ Fsua' and Custo"ar6 Letters . . . . . . . . . . . . . . . ./1 Fnusua' and Custo"ar6 . . . . . . . . . . . . . . . . . . . ./( .eduction in Bi'' . . . . . . . . . . . . . . . . . . . . . . . . . ./) Medicare !atient Letter . . . . . . . . . . . . . . . . . . . . ./, C%art $or Assigned Insurance !atients . . . . . . . . .// SECTION ONE + INT.ODFCTION . . . . . . . . . . . . . . . . . . . B Sta$$ Manua's . . . . . . . . . . . . . . . . . . . . . . . . . . B# !urpose State"ent . . . . . . . . . . . . . . . . . . . . . . . B# O$$ice Manager5s 8e'co"e . . . . . . . . . . . . . . . . . . B( SECTION T8O + EM!LO4EE !OLICIES . . . . . . . . . . . . . . . B, E!*BB A'co%o' and Drugs . . . . . . . . . . . . . . . . . B/ E!*BB1 Appearance . . . . . . . . . . . . . . . . . . . . . . . B E!*BB# Auto"o0i'es . . . . . . . . . . . . . . . . . . . . . . E!*BB2 Bereave"ent !a6 . . . . . . . . . . . . . . . . . . . 1 E!*BB( C%ange o$ E"p'o6ee Status . . . . . . . . . . . # E!*BB) Co"puter EtiGuette . . . . . . . . . . . . . . . . . 2 E!*BB, Cooperation . . . . . . . . . . . . . . . . . . . . . . ( E!*BB: Discussion o$ Sa'aries . . . . . . . . . . . . . . ) E!*BB/ Eating . . . . . . . . . . . . . . . . . . . . . . . . . . . , E!*B B E"p'o6ee A0senteeis" and I''ness-Sic& Leave : E!*B E"p'o6ee Brea&s and Lunc%es . . . . . . . . . / E!*B 1 Hand0i''s . . . . . . . . . . . . . . . . . . . . . . . . 1B E!*B # In=uries on t%e 9o0 . . . . . . . . . . . . . . . . . 1
ights
eserved.
E!*B 2 Leave o$ A0sence . . . . . . . . . . . . . . . . . . . 11 E!*B ( Maternit6 Leave . . . . . . . . . . . . . . . . . . . . 1# E!*B ) O$$ice EGuip"ent . . . . . . . . . . . . . . . . . . . 12 E!*B , Overti"e . . . . . . . . . . . . . . . . . . . . . . . . . 1( E!*B : !atient Co""unication . . . . . . . . . . . . . . . 1) E!*B / Ti"e Cards . . . . . . . . . . . . . . . . . . . . . . . 1, E!*B1B !a6ro'' . . . . . . . . . . . . . . . . . . . . . . . . . 1: E!*B1 !ersona' Te'ep%one Ca''s . . . . . . . . . . . . 1/ E!*B11 !o'ic6 C%anges . . . . . . . . . . . . . . . . . . . . #B E!*B1# !ro$essiona' Activities . . . . . . . . . . . . . . # E!*B12 !unctua'it6 . . . . . . . . . . . . . . . . . . . . . . . ## E!*B1( .esignation . . . . . . . . . . . . . . . . . . . . . . . #2 E!*B1) Severance !a6 . . . . . . . . . . . . . . . . . . . . . #( E!*B1, S"o&ing . . . . . . . . . . . . . . . . . . . . . . . . . #) E!*B1: Suggestions . . . . . . . . . . . . . . . . . . . . . . #, E!*B1/ T%e$t . . . . . . . . . . . . . . . . . . . . . . . . . . . #: E!*B#B Ter"ination . . . . . . . . . . . . . . . . . . . . . . . #/ E!*B# Training . . . . . . . . . . . . . . . . . . . . . . . . . 2B E!*B#1 7acations . . . . . . . . . . . . . . . . . . . . . . . . 2 E!*B## In*O$$ice Co""unications . . . . . . . . . . . . . 21 SECTION TH.EE + EM!LO4EE BENEFITS . . . . . . . . . . . . . . 2# EB*BB Natura' Hea't% Care . . . . . . . . . . . . . . . . 2( EB*BB1 Continuing Education . . . . . . . . . . . . . . . 2) EB*BB# Hea't% C'u0 Me"0ers%ip . . . . . . . . . . . . . 2, EB*BB2 Supp'e"ents and Materia's . . . . . . . . . . . 2: SECTION FOF. + !ATIENT INFO.MATION . . . . . . . . . . . . . 2/ Front Des& ;reeting !rocedure . . . . . . . . . . . . . . ( Script $or Ne3 !atients . . . . . . . . . . . . . . . . . . . . (# Ne3 !atient In$or"ation . . . . . . . . . . . . . . . . . . . (( Ne3 !atient Log For"at . . . . . . . . . . . . . . . . . . . . (( Ma&ing Financia' Arrange"ents . . . . . . . . . . . . . . () Hand'ing Missed Appoint"ents . . . . . . . . . . . . . . . (/ Ne3 Fi'e Contents . . . . . . . . . . . . . . . . . . . . . . . . )B Ne3 !atient Fi'es . . . . . . . . . . . . . . . . . . . . . . . . ) A Step*06*Step !rocedure $or Insurance C'ai"s . . ) Entering t%e Data into t%e Co"puter . . . . . . . . . . )(
ights
eserved.
Ne3 !atient5s Entr6 . . . . . . . . . . . . . . . . . . . . . . )) Insurance .eports . . . . . . . . . . . . . . . . . . . . . . . ), Insurance Iuestions $ro" !atients . . . . . . . . . . . ), C%anges in !atient In$or"ation . . . . . . . . . . . . . . ):
ights
eserved.
INTRODUCTION
Congratu'ations on c%oosing t%e natura' %ea't% care $ie'd $or 6our pro$ession. O$$ice Assistants are indeed !.OFESSIONALS. An O$$ice Assistant is =ust 3%at our tit'e denotes + 3e assist t%e doctor. 8e 3or& $or t%e doctor, not t%e patient nor t%e insurance co"pan6, etc., 0ut 3e endeavor to assist t%e doctor in 3%atever is dee"ed necessar6 $or t%e gro3t% o$ t%e practice and t%e gro3t% o$ or pro$ession. Our "ain $unction as O$$ice Assistants is to see t%at 3e are doing our duties in an e$$icient "anner 3%ic% 3i'' create a s"oot%*running o$$ice and 3i'' 'ead to a success$u' practice. I$ t%e doctor gro3s, 3e gro3, not on'6 $inancia''6 0ut 3e 3i'' %ave persona' gro3t% in a'' areas o$ our 'ives< p%6sica', "enta' and spiritua'. 8e "ust en=o6 3%at 3e do, no "atter %o3 irritating it "a6 0eco"e at ti"es. 8e dea' 3it% a'' t6pes o$ peop'e + o'd, 6oung, c'ean, unc'ean, etc. But 3e "ust re"e"0er t%at 3%en so"eone is i'', t%e6 need 'ove and attention, no "atter 3%at t%e6 'oo& 'i&e. Our attitude to3ards t%e patient 3i'' %e'p pro"ote t%e %ea'ing o$ t%e patient, 06 t%e 3a6 3e act to3ards t%e" and a'so %o3 3e $ee' a0out t%e". A person &no3s 3%en t%e6 are 'i&ed or dis'i&ed 06 anot%er person. 8e "ust re"e"0er never to ta&e our pro0'e"s to t%e o$$ice 3it% us. T%ere is no roo" $or persona' dissatis$action. I$ 3e %ave a pro0'e" t%at 3e can5t %and'e, 3e s%ou'd ta&e ti"e out and spea& to t%e doctor a0out it, 0ut never ta&e it out on t%e patients. Our progra" 3i'' %e'p 6ou to 0eco"e an e$$icient O$$ice Assistant 3%o 3i'' %e'p to create a success$u' practice 06 'earning %o3 to get a'ong 3it% peop'e, %o3 to create an e$$icient, s"oot%*running o$$ice and %o3 to acco"p'is% 6our goa's. !LEASE NOTE< So"e parts o$ t%is "anua' cover t%e su0=ects suc% as t%e appoint"ent 0oo&, insurance 0i''ing, etc., t%at "a6 no3 0e co"puter*auto"ated in 6our o$$ice. T%e procedura' concepts 0e%ind t%ese su0=ects are va'id, 3%et%er done "anua''6 or 06 co"puter.
ights
eserved.
PURPOSE STATEMENTS
COLLECTIONS< To a''o3 patients t%e opportunit6 to get 3e'' 06 supporting t%e" in &eeping t%eir $inancia' agree"ents. .ECE!TIONIST< To provide 'arge nu"0ers o$ patients 3it% t%e e@perience t%at t%e6 are uniGue, 'oved, accepted, and t%at t%e6 "ade t%e correct c%oice 3it% natura' %ea't%care. INSF.ANCE< To create con$idence in our patients in t%eir c%oice o$ natura' %ea't%care 06 proper t%ird part6 $inancia' 0i''ing, $o''o3*up, and patient co""unication. !FBLIC .ELATIONS< To ensure t%e e@pansion o$ t%e practice 06 "a&ing &no3n to t%e genera' pu0'ic 3%o 3e are, 3%at 3e do, and t%e 0ene$its o$ our services so t%e6, in turn, "a6 c%oose natura' %ea't%care. .ECALL< To create an opportunit6 $or $or"er patients 3%o %ave $ai'ed to continue t%eir %ea't%care to co""it t%e"se'ves once again to t%eir o3n 3e''*0eing via natura' %ea't%care. NE8 !ATIENT EDFCATION< To provide patients, t%eir $a"i'ies, and $riends t%e opportunit6 to understand natura' %ea't%care and t%ere06 ta&e action to support t%e 3e''ness o$ t%e"se'ves and ot%ers via natura' %ea't%care. OFFICE MANA;E.< To $or3ard t%e c'inic5s purpose 06 supporting and nurturing sta$$ t%roug% good co""unication, cooperation, understanding, and actions t%at encourage t%eir purposes and t%e attain"ent o$ t%eir goa's. THE DOCTO.< To provide t%e %ig%est Gua'it6 natura' %ea't%care to t%e greatest nu"0er o$ peop'e. To educate patients so t%e6 understand natura' %ea't%care and can "a&e c%oices t%at en%ance t%eir o3n 3e''*0eing. A'so to $or3ard t%e purposes o$ t%e c'inic and t%e purpose o$ individua' sta$$ "e"0ers 06 "aintaining a %ig% 'eve' o$ inspiration and a3areness o$ t%at purpose. THE OFFICE< To i"prove t%e %ea't% o$ %u"anit6 06 serving as "an6 peop'e as possi0'e so t%e6 regain t%eir %ea't% natura''6 via natura' %ea't%care, and to educate t%e" so t%e6 can, in turn, educate ot%ers.
ights
eserved.
OFFICE ASSISTANT CHECKLIST

A'3a6s greet 6our doctor c%eer$u''6 in t%e "orning. Be sensitive to 3%at is i"portant to %i"-%er and strive $or t%is at a'' ti"es. Be a3are o$ and respect t%e doctor5s "ood. Be pro"pt. Be certain 6ou are c'ean and neat. Be c%eer$u' and courteous to t%e patients at a'' ti"es. A'3a6s tr6 to 0e %e'p$u' to eac% patient and rea''6 'isten to t%eir Guestions and dou0ts. Don5t 'et patients re"ain unattended. Have t%e o$$ice and 3or&ing areas neat at a'' ti"es. Ans3er t%e te'ep%one 06 t%e t%ird ring. Ma&e appoint"ents correct'6 and c'ear'6. Move s3i$t'6 and c%eer$u''6, de"onstrating 6our good %ea't%. ;ive 6our doctor a'' "essages and p%one nu"0ers in order to return ca''s. >eep o$$ice and %o"e activities separate. Set dai'6 goa's and ac%ieve t%e". Set 'ong*range goa's and ac%ieve t%e". Let 6our attitude s%o3 6our co"p'ete 0e'ie$ and trust in natura' %ea't%care. Tr6 to 'earn one ne3 0ene$it or $eature a0out natura' %ea't%care on a dai'6 0asis. Don5t 3ait $or 3or& to tap 6ou on t%e s%ou'derJ see& it out and get it done. Be cooperative 3it% 6our co*3or&ers. Don5t insu't or criticiEeJ 0e &ind, %onest, and s%are t%e 3or&'oad.
ights
eserved.
OA FUNCTIONS
Depending on t%e siEe o$ practice, 6our o$$ice "a6 %ave one O$$ice Assistant C6ouD or potentia''6 as "an6 as $ive OAs $or a %ig%*vo'u"e practice. T%e $o''o3ing gives a guide'ine o$ t%e $unctions t%at t%ese OAs are responsi0'e $or.
MULTI-OA OFFICE
JOB DESCRIPTIONS OF OAS:
F.ONT DES> ASSISTANT< T%is is t%e OA 3%o contro's t%e $ront o$$ice and t%e patient $'o3 o$ t%e o$$ice. CLINICAL ASSISTANT< T%is OA 3or&s 3it% t%e doctor in t%e care o$ t%e patientsJ a. Ta0'eside OA assists t%e doctor. 0. Tec%nica' OA gives e@a"s and deve'ops @*ra6s, etc. c. T%erap6 OA is on'6 needed in a practice t%at uti'iEes various "oda'ities. CLE.ICAL ASSISTANT< T%is OA ta&es care o$ t%e c'erica' needs o$ t%e o$$ice, insurance, reports, etc. CLINIC ADMINIST.ATO.-OFFICE MANA;E.< T%is is t%e O$$ice Manager OA. T%is position is usua''6 needed 3%en a'' t%e positions a0ove %ave 0een $i''ed. T%is OA %and'es 0usiness contacts, 0asic 0oo&&eeping, o$$ice 0usiness and "anages a'' ot%er OA $unctions. T%is OA "ust %ave &no3'edge and t%e e@perience o$ a'' t%e ot%er t6pes o$ OA duties. S%e usua''6 does t%e %iring and $iring and supervises t%e ot%er OAs, and coordinates t%e da6*to*da6 0usiness $or t%e doctor.
ights
eserved.
ONE DOCTOR ONE OA OFFICE

In a one*doctor, one*OA practice, t%e OA 3i'' %ave to assu"e t%e duties o$ a'' o$ t%e various t6pes o$ OA $unctions unti' t%e gro3t% o$ t%e practice 3arrants additiona' OAs.
FRONT DESK OA/RECEPTIONIST

BEFORE PATIENTS ARRIVE
_ . Turn on 'ig%ts and ad=ust te"perature. _ 1. Turn on an6 eGuip"ent, as needed. _ #. Ca'' ans3ering service and get an6 "essages. _ 2. C%ec& appoint"ent 0oo& $or t%e nu"0er o$ ne3 patients and treat"ents. _ (. !u'' @*ra6s and $o'ders $or reports. _ ). !u'' @*ra6s and $o'ders $or re*e@a"s. _ ,. Turn on 'ig%ts in eac% roo". _ :. Set up a da6s%eet. _ /. Set up a sign*in s%eet. _ B. ;et area neat and tid6. _ . !u'' t%e da65s patient cards or $o'ders. _ 1. Meet 3it% doctors ten "inutes 0e$ore patients start arriving. _ #. Set goa's $or t%e vo'u"e o$ ad=ust"ents and ne3 patients $or t%e da6.
ights
eserved.
DURING PATIENT HOURS

_ . Have patients sign in. _ 1. Cop6 t%eir na"es onto 6our da6s%eet. _ #. !u'' cards-$o'ders $or an6 3a'&*ins + date t%e $ront and 0ac&. _ 2. Escort patients to t%eir assigned roo"s or open roo", as needed. _ (. Ans3er t%e p%one. _ ). Ensure ne3 patients $i'' out $or"s t%at are needed and t%at t%e6 are inside t%e $o'der. _ ,. .eport o$ Findings + Ta&e @*ra6s, $o'der and patient to a roo" 3it% eit%er tape or video and p'a6 educationa' video $or t%e". _ :. .e*e@a"s + 8a'& t%e" to roo" 3it% card-$o'der. _ /. !ut a dot 0eside t%e appoint"ent as patients co"e in. _ B. I$ a patient doesn5t s%o3 $or t%eir appoint"ent, CI.CLE NAMEK Ca'' t%e" i""ediate'6. _ . .esc%edu'e an6 patients 3%o "iss appoint"ents. _ 1. !ut a ?DA $or Lde'a6ed5 in t%e appoint"ent 0oo& 3%en t%e doctor is 0e%ind sc%edu'e. _ #. Sc%edu'e a'' patients as t%e6 'eave $or t%eir ne@t appoint"ents, as needed.
AFTER PATIENT HOURS

_ . Ca'' patients 3%o "issed t%eir appoint"ents, i$ not a'read6 done. _ 1. Fi'e a'' 6our cards-$o'ders. _ #. Fi'e a'' @*ra6s. _ 2. Ma&e area neat and c'ean $or ne@t da6.
ights
eserved.
COLLECTIONS OA
CONDENSED LIST OF DUTIES
BEFORE SHIFT _ . Count pett6 cas% and enter it on da6s%eet in appropriate co'u"n. _ 1. He'p reception pu'' cards $or t%e da6. _ #. ;et area neat and tid6. Ma&e certain a'' supp'ies are on %and. See ?!reparing 4our 8or& AreaA section. _ 2. C%ec& o$$ and put a3a6 vita"ins or de'iveries. DURING SHIFT _ . Co''ect "one6 $ro" patients. _ 1. Ba'ance state"ent cards. _ #. Co''ect-veri$6 insurance $or"s. _ 2. Se'' vita"ins. _ (. Hand out diet in$or"ation, e@ercise reco""endations, and an6 ot%er ite"s, as needed. _ ). Se'' ort%opedic devices. _ ,. Mar& ca'endar c%anges on ca'endars. _ :. Ma&e ne3 ca'endars Ci$ necessar6D. _ /. Ma&e a'' $inancia' entries on da6s%eet. _ B. Co"p'ete Ne3 !atient card i$ not a'read6 co"p'eted.
ights
eserved.
AFTER SHIFT _ . C'ose out $inancia' da6s%eet, count "one6, c%ec&s, credit card pa6"ents, and "a&e copies. _ 1. Ca'cu'ate statistics. _ #. Send a cop6 o$ statistics to appropriate sta$$. _ 2. Leave origina' da6s%eet and inco"e in $i'eJ 'eave cop6 o$ da6s%eet 3it% appropriate sta$$. _ (. 8ee&ends + cas% deposit, straig%ten reception roo" $urniture, 0oo&sJ c%ange %eadrest paper, neaten up roo"s. Note: 8ee&end OAs or OAs 3or&ing a s%i$t a'one s%ou'd a'so do t%e 'ist o$ duties $or receptionist. See .eceptionist5s Dut6 S%eet.
ights
eserved.
INSURANCE CHECKLIST
_ C%ec& $or disa0i'it6 $or"s to 0e done. _ C%ec& $or insurance pa6"ents $ro" patients. _ !u'' c'ai" $or"s. _ !u'' patient cards $or insurance paper3or&. _ Co"p'ete c'ai" $or"s. _ Ca'cu'ate patient 0i''. _ !%otocop6 card. _ Matc% $or"s 3it% state"ents. _ !u'' inGuiries. T%en pu'' patient card and $o'der. Co"p'ete inGuir6. _ Ans3er 'etters $ro" attorne6s. _ Send an6 needed pre*narrative 'etters, 0i''s, and 'ien $or"s. _ Log 'ega' reports. _ T6pe and construct narrative reports. _ Ans3er patient Guestions. _ Ans3er insurance co"pan6 Guestions. _ Ca'' insurance co"pan6 on pro0'e"s. _ Hand*3rite 0i''s 3%en necessar6. _ Hand*3rite Medicare, Medicaid, and insurance $or"s. _ Correct patient cards< insurance in$or"ation, Socia' Securit6 nu"0er, c'ai" nu"0er, insurance co"pan6 address, c%arges, and services. _ !ost insurance pa6"ents on patient cards. _ Fpdate 0a'ances. _ Separate "ai'. _ !ost pa6"ents on dai'6 s%eets. _ Ma&e copies o$ dai'6 s%eet $or Doctor. _ >eep record o$ 0i''ings and pa6"ents. _ Hand'e ?e@tra-over'oadA 3or& $or t%e 0oo&&eeper and t%e Doctor.
ights
eserved.
PUBLIC RELATIONS OA CHECKLIST

_ Maintain presentation o$ o$$ice entrance and t%e appearance o$ t%e o$$ice stationer6. _ Mai' out t%an&*6ou*gra"s. _ Sc%edu'e in*o$$ice 'ectures and get patients and re$erra's sc%edu'ed to attend. _ Sc%edu'e outside 'ectures and get guests to attend t%e 'ectures. _ Sc%edu'e net3or&ing "eetings $or t%e doctor. _ Create ne3spaper re'eases. _ Sc%edu'e posture screenings. _ Order "ass "ai'ings. _ Sc%edu'e open %ouse, !atient Appreciation Da6sSM and p'an activities. _ .eca'' inactive patients to return $or care. _ Ma&e sure doctor and OAs as&s $or in*o$$ice re$erra's. _ Set up a 0onus $or OAs to 0ring in re$erra's. _ Set o$$ice goa's $or vo'u"e o$ ne3 patients.
ights
eserved.
THE TELEPHONE
T%e te'ep%one is one o$ t%e "ost i"portant instru"ents in 6our o$$ice. Never underesti"ate t%e po3er o$ t%e te'ep%oneK T%e O$$ice Assistant is usua''6 t%e $irst person t%e patient co"es in contact 3it%. T%e "anner in 3%ic% t%e conversation is %and'ed is o$ ut"ost i"portance. 8%en t%e te'ep%one rings, it s%ou'd 0e ans3ered at 'east 06 t%e t%ird ring, never 'onger t%an t%at. A ringing p%one is a negative. I$ 6ou $ind 6ou are too 0us6 to ans3er t%e p%one, per%aps 6ou %ad 0etter get "ore %e'p or at 'east rearrange 6our sc%edu'e. .e"e"0er, even t%oug% 6ou "a6 0e 0us6, 6ou "ust never 0e too 0us6 to ta'& to patients. Be$ore pic&ing up t%e p%one, put a s"i'e on 6our $ace. A s"i'e on 6our $ace can 0e $e't and %eard in 6our voice, and it 3i'' %e'p create t%e rig%t "enta' attitude. 4our voice s%ou'd 0e p'easant, a'ert, distinct, e@pressive and it s%ou'd sound natura'. .e"e"0er, t%e spot'ig%t is on 6ou + 6ou represent t%e o$$ice, t%e doctor and 6our pro$ession. 8%at are 3e atte"pting to acco"p'is% 3it% good te'ep%one tec%niGueM
_ 8e _ 8e _ B6
create a good i"pression o$ our doctor, t%e o$$ice, and t%e natura' %ea't%care pro$ession. %e'p patients.
using t%e proper procedures, 3e 3i'' ena0'e "ore patients to receive natura' %ea't%care at our o$$ice.
_ 8e
save t%e doctor5s ti"e 06 screening ca''s.
A Me"o section in t%e appoint"ent 0oo& s%ou'd 0e &ept to note an6 patients 3%o are c%anging or cance'ing t%eir appoint"ents. !atients 3%o are c%anging t%eir appoint"ent sc%edu'es s%ou'd 0e as&ed t%e reason 3%6 t%e6 are c%anging t%e ti"eJ per%aps t%e6 need to revise t%eir sc%edu'e. !atients 3%o 0egin to cance' appoint"ents on a routine 0asis are usua''6 te''ing us t%at t%e6 "a6 0e atte"pting to drop out o$ care. T%is is a signa' to in$or" t%e doctor and sc%edu'e a re*e@a". A$ter a'' avenues %ave 0een e@%austed o$ 0ringing in t%e patient, record t%e na"e o$ t%e patient in a 'og 0oo&. I$ a patient is not recorded in so"e "anner, t%e6 cou'd 0e 'ost $orever. T%ese patients end up 0eco"ing our reca''s at a 'ater date.
ights
eserved.
PHONE SCRIPT FOR AN ESTABLISHED PATIENT

OA< LIFETIME HEALTH AND 8ELLNESS, ANN S!EA>IN;. !ATIENT< T%is is Mrs. 9ones, I 3ou'd 'i&e to "a&e an appoint"ent. OA< 8HEN 8AS THE LAST TIME 4OF SA8 THE DOCTO.M !ATIENT< Last 3ee&. OA< FINE. 8HICH 8OFLD 4OF !.EFE., TODA4 O. TOMO..O8M !ATIENT< To"orro3. OA< MO.NIN; O. AFTE.NOONM !ATIENT< Morning. OA< B<BB O. < ( A.E A7AILABLE. 8HICH 8OFLD BE MO.E CON7ENIENTM !ATIENT< B<BB AM 3ou'd 0e $ine. OA< FINE, M.S. 9ONES, 8E 8ILL SEE 4OF TOMO..O8 AT B<BB AM. ;OODB4E.
ights
eserved.
PHONE SCRIPT FOR A NEW PATIENT

OA< LIFETIME HEALTH AND 8ELLNESS, ANN S!EA>IN;. !ATIENT< Ma6 I spea& to t%e doctorM OA< D.. SCHENIN; IS 8ITH A !ATIENT. MA4 I AS> 8HO IS CALLIN;M !ATIENT< T%is is Mrs. 9ones. OA< M.S. 9ONES, THIS IS D.. SCHENIN;5S ASSISTANT, MA4 I HEL! 4OFM !ATIENT< No, I 3ant to ta'& to t%e doctor. OA TO 4OF. 8HEN 8AS 4OF. LAST A!!OINTMENT 8ITH THE DOCTO.M !ATIENT< I5ve never 0een a patient. OA< IS THIS CONCE.NIN; A HEALTH !.OBLEMM !ATIENT< 4es. OA< CI""ediate'6 ta&e out t%e Ne3 !atient For"D. M.S. 9ONES, 8E HA7E AN O!ENIN; TODA4 O. TOMO..O8. 8HICH 8ILL BE MO.E CON7ENIENTM !ATIENT< To"orro3. OA< TEN A.M. O. TH.EE !M.M CA'3a6s give a c%oiceD. C!atient 3i'' t%en c%oose 3%ic% ti"e. .e"e"0er a'3a6s to put t%e patient in t%e appoint"ent 0oo& ( "inutes a$ter 6ou to'd t%e" to co"e to t%e o$$ice. T%is a''o3s ti"e $or t%e" to $i'' in t%e proper $or"s.D OA< MA4 I HA7E 4OF. ADD.ESS AND HOME !HONE NFMBE. !LEASEM IS THE.E A NFMBE. 8HE.E 8E CAN .EACH 4OF DF.IN; THE DA4M 8HICH ONE OF OF. !ATIENTS .EFE..ED 4OF TO OF. OFFICEM CSa6 so"et%ing positive a0out t%e patient 3%o re$erred.D OA< 8OFLD 4OF !LEASE TELL ME THE !F.!OSE OF 4OF. 7ISITM IS THIS .E;A.DIN; AN IN9F.4 F.OM AN AFTO ACCIDENT O. AN ON*THE*9OB IN9F.4M CI$ an accident or 8or&ers5 Co"pensation, as& t%e date o$ t%e accident. A'so as& t%e patient i$ it %as 0een reported to t%e insurance co"pan6 or e"p'o6er. Have t%e" 0ring in an6 in$or"ation regarding t%eir case.D OA< HA7E 4OF SEEN ANOTHE. DOCTO.M 8E.E N*.A4S TA>ENM CI$ so, as& t%e patient to pic& up t%e @*ra6s 0e$ore t%eir initia' visit, i$ possi0'e.D OA< DO 4OF >NO8 THE LOCATION OF OF. OFFICEM C>no3 severa' routes to 6our o$$ice so 6ou can give t%e" t%e 0est one to suit t%eir needs.D OA< THAN> 4OF, M.S. 9ONES. 8E5LL SEE 4OF AT TH.EE !.M. TOMO..O8. ;OOD*B4E.
ights
eserved.
SCREENING YOUR DOCTOR S CALLS

It is i"portant t%at 6ou %and'e t%e pu0'ic 06 s%ie'ding 6our doctor gracious'6 $ro" unnecessar6 ca''s. 4ou can %and'e "ost ca''s and ta&e care o$ patients. As "uc% as possi0'e, screen 6our doctor5s ca''s. Tr6 to %and'e t%e ca'' $or t%e doctor i$ possi0'e. Ca''s $ro" ot%er doctors and 'ong distance ca''s s%ou'd 0e put t%roug% to t%e doctor. I$ 6our doctor is in a report or e@a", as& t%e ca''er, ?Do 6ou 3ant "e to interrupt t%e doctorMA CLet ca''er "a&e decision.D OA< TALL !INES NATF.AL HEALTH CENTE., ANN S!EA>IN;. CALLE.< Ma6 I spea& to t%e doctorM OA< D.. SIN;E. IS 8ITH A !ATIENT. MA4 I AS> 8HO5S CALLIN;M CALLE.< T%is is Mrs. S"it%. OA< M.S. SMITH, THIS IS D.. SIN;E.5S ASSISTANT. MA4 I HEL! 4OFM CALLE.< No, I 3ant to ta'& to t%e doctor. OA TO 4OF. 8HEN 8AS 4OF. LAST A!!OINTMENT 8ITH D.. SCHENIN;M CALLE.< I5ve never 0een a patient. OA< M.S. SMITH, IS THIS CONCE.NIN; A HEALTH !.OBLEMM CALLE.< No. OA THE NATF.E OF 4OF. CALLM CALLE.< He &no3s 3%o I a". OA< M.S. SMITH, D.. SCHENIN; HAS INST.FCTED ME TO NOTE THE NATF.E OF ALL CALLS HE IS TO .ETF.N. !LEASE ;I7E ME 4OF. !HONE NFMBE. AND I 8ILL ;I7E THE DOCTO. 4OF. MESSA;E. CALLE.< C;ives in$or"ation.D OA< I 8ILL ;I7E D.. SCHENIN; 4OF. MESSA;E. ;OOD*B4E.
ights
eserved.
TODAY S NEW PATIENT FORM

PURPOSE
. To o0tain as "uc% in$or"ation as possi0'e 0e$ore a Ne3 !atient5s $irst visit. 1. To ena0'e us to prepare t%e Ne3 !atient $i'e a%ead o$ ti"e. #. To &eep on target 3it% Ne3 !atient goa's.
HOW TO USE
. As soon as 6ou are a3are t%at 6ou are ta'&ing to a Ne3 !atient, ta&e a Ne3 !atient $or" and co"p'ete a'' t%e in$or"ation. CSee te'ep%one script on page 2.D 1. Sc%edu'e patient into t%e appoint"ent 0oo&. #. Attac% 'og $or" to Ne3 !atient $i'e. !repare as "uc% o$ t%e $i'e as 6ou can. T6pe na"e on trave' card, 'edger card, etc. 2. Enter into t%e Ne3 !atient Log 0oo&. (. A$ter t%e .eport o$ Findings, p'ace t%e $i'e on t%e doctor5s des& so t%at %e can "a&e a p%one ca'' to t%e patient.
ights
eserved.
NEW PATIENT FILES

!F.!OSE< To a'3a6s %ave $i'es read6 3%en a ne3 patient co"es to t%e o$$ice. . !repare and a'3a6s %ave on %and a nu"0er o$ Ne3 !atient $i'es $or regu'ar patients, 8or&ers5 Co"pensation and !ersona' In=ur6 cases. Co'or coding t%e" can "a&e di$$erentiation easier. 1. !'ace a'' necessar6 $or"s into t%e $i'es. !atient introduction, ro'ode@ card, trave' card, "u'tip'e appoint"ent sc%edu'e, e@a"ination s%eet, doctor-patient agree"ent. I$ t%ere are an6 ot%er $or"s used 06 6our o$$ice, inc'ude t%e" a'so. #. 8O.>E.S5 COM!ENSATION O. !E.SONAL IN9F.4< Inc'ude t%e accident report $or", Insured !atient5s Instruction S%eet Aut%oriEation and Assign"ent C!ersona' In=ur6D, 8or&ers5 Co"pensation For" C8or&ers5 Co"p casesD 2. MA9O. MEDICAL< Insured !atient5s Instruction S%eet, Aut%oriEation o$ Bene$its Ci$ accepted as assign"entD, Aut%oriEation to re'ease in$or"ation (. B6 %aving t%e a0ove $i'es a'3a6s read6, 6ou are prepared to 0egin to process t%e Ne3 !atient into t%e o$$ice using t%e Ne3 !atient For". ). A'3a6s "a&e sure 6ou %ave an a"p'e supp'6 o$ t%ese $i'es read6 in advance.
ights
eserved.
VISIT ONE - OA
_ . ;.EET THE !ATIENT<
8%en patient arrives, OA greets patient and 3a'&s out $ro" 0e%ind %er des& and as&s i$ t%e6 are _______ Ct%eir na"eD, and t%en t%e OA greets t%e ne3 patient 3it% a 3ar" greeting and a %ands%a&e. It is one o$ t%e duties o$ t%e OA Cand a'' sta$$D to 'et t%e patient &no3 t%at 6ou care a0out t%e" and 3ant to %e'p t%e". First i"pressions are e@tre"e'6 i"portant. Have patient sign in.
_ 1. STA.T THE CHEC>LIST<

O Se'ect a Four Da6 .eport C%ec&'ist, 3rite t%e patient5s na"e on it and p'ace it on t%e $ront o$ t%e $o'der. O As t%e steps o$ t%e Four Da6 .eport o$ Findings are done, t%e 'ines o$ t%e c%ec&'ist are initia'ed 06 t%e person t%at did t%e steps.
_ #. SELECT A!!.O!.IATE FO.MCSD<

O Fro" t%e in$or"ation on t%e ?Ne3 !atient $or Toda6A $or", or 06 as&ing patient, se'ect t%e appropriate $or"s and paper3or&. O A'' ne3 patients get ?To T%e Ne3 !atientA $or". O Accident patients a'so get t%e ?Accident Histor6 Iuestionnaire.A O 8or&er5s Co"pensation patients a'so get t%e $or" reGuired 06 6our state or t%e patient5s p'ace o$ 3or& or t%eir insurance carrier.
_ !" !ATIENT FILLS OFT !A!E.8O.><

O OA 3a'&s patient to a c%air and gives t%e patient instructions on $i''ing out $or"s and revie3s t%e patient introduction pac&age 3it% %i". O O$$er patient a 0everage. O Be read6 to o$$er an6 %e'p t%e patient "a6 need to 0e a0'e to do t%e paper3or&. O For patients 3%o are se"i'iterate or i''iterate or 3%o %ave trou0'e understanding t%e in$or"ation in t%e pa"p%'ets, t%e OA reads and e@p'ains it to t%e".
_ (. COM!LETE ADMINIST.ATI7E TAS>S<

O As t%e patient $i''s out t%e paper3or&, $inis% 6our preparator6 ad"inistrative tas&s on t%e patient, suc% as co"puter $i'e, $o'der, etc.
_ ). .E7IE8 THE !A!E.8O.> 8ITH THE !ATIENT<

O A$ter patient $inis%es paper3or&, go over t%e $or"s and Guestionnaire to ensure co"p'eteness< O .evie3 ot%er doctors t%e patient %as seen O 8%o is responsi0'e $or t%e 0i''
ights
eserved.
O Signatures in proper p'aces O 8%o re$erred t%e" O Mar& corrections or o"issions 3it% a red pen and get t%e patient to provide "issing data or ite"s.
_ ,. TELL !ATIENT ABOFT THE DOCTO.<

Te'' patient a0out t%e doctor, covering 3%6 t%e doctor is t%e 0est and t%e "ost caring. E@a"p'e< ?I 3ant to te'' 6ou I %ave 3or&ed 3it% Dr. S"it% $or t%ree "ont%s-6ears and %e is one o$ t%e "ost caring peop'e I %ave ever "et. He 3or&s %ard to ensure t%at our patients get t%e 0est resu'ts possi0'e.A
_ :. COmit if already done over phoneD INT.ODFCE FINANCES<

?Ho3 are 6ou p'anning to pa6 $or 6our $irst visitM T%e reason I as& is 0ecause 3e do Cdo notD accept credit cards.A
_ /. CO!4 THE INSF.ANCE CA.D AND D.I7E.5S LICENSE.

As& $or t%e patient5s insurance card and in$or"ation and t%eir driver5s 'icense or ot%er picture ID, "a&e sure t%e6 "atc%, p%otocop6 t%e" and return t%e" to t%e patient.
_ B.INT.ODFCE THE !AM!HLETS<

?T%e doctor %as $ound t%at stress is invo'ved in a'' %ea't% pro0'e"s. Too "uc% stress in=ures 6our 0od6. T%e "edica' ter" $or t%is condition is a ________. T%is pa"p%'et e@p'ains 3%at a ___________ is. T%e doctor 3ou'd 'i&e 6ou to read it so 6ou 3i'' %ave a 0etter understanding o$ 3%at 3e do. T%is second pa"p%'et, ?TargetA, 3i'' give 6ou an idea o$ our goa' regarding 6our %ea't%.A
.OFFE. HEL! 8ITH THE !AM!HLETS CIF NECESSA.4D<
O For patients 3%o are se"i'iterate or i''iterate or 3%o %ave trou0'e understanding t%e in$or"ation in t%e pa"p%'ets, t%e OA reads and e@p'ains it to t%e". O !a"p%'ets are avai'a0'e in Spanis%.
_ 1.8AL> !ATIENT TO CONSFLTATION- ENAMINATION .OOM<

O On t%e 3a6, point out an6 p%otos or testi"onia's t%at 6ou %ave disp'a6ed. O Ma&e t%e patient co"$orta0'e. O In$or" t%e" 3%at t%e doctor 3i'' 0e doing 3it% t%e". O I$ doctor is ver6 0us6 and t%e ne3 patient "ig%t %ave to 3ait, t%e OA can o$$er a "agaEine, video, etc. O I$ trained, t%e OA "a6 do t%e consu'tation. O Do not %ave t%e patient get in a go3n 0e$ore t%e consu'tation.
ights
eserved.
OA DAY ONE CONCLUDING ACTIONS
_ . COLLECT TODA45S FEE<

Fse counter c%ec& i$ necessar6.
_ 1. EN!LAIN INSF.ANCE 7E.IFICATION<

;ive t%e patient t%e Insurance 7eri$ication For". Have t%e" veri$6 insurance on t%e spot or ta&e $or" %o"e i$ a$ter %ours.
ights
eserved.
_ #. FEE INCLFDES T8O ;IFT CE.TIFICATES TO MA>E CA.E MO.E AFFO.DABLE FO. FAMILIES<
.e"ind patient t%at t%e $ee does inc'ude t3o gi$t certi$icates, i$ t%e6 3ou'd 'i&e to use t%e".
_ 2. SCHEDFLE !ATIENT FO. DA4 T8O. _ (. CIF FI.ST T.EATMENTD CALL !ATIENT<
8rite do3n patient5s na"e and p%one nu"0er on 6e''o3 stic&6 note as re"inder to ca'' patient or as re"inder $or doctor to ca'' patient. C!ut note on doctor5s das%0oard.D
VISIT TWO OA
OA - DAY TWO STARTING PROCEDURES
_ . ;.EET !ATIENT. _ 1. HA7E THE !ATIENT SI;N IN IF THE4 HA7ENPT AL.EAD4. _ #. COLLECT !ATIENT INSF.ANCE 7E.IFICATION FO.M and
an6 ot%er insurance $or"s $ro" t%e patient.
_ 2. ;I7E !ATIENT THE FFNCTION AND HEALTH !AM!HLETS.

?T%e doctor 3ou'd 'i&e 6ou to read t%ese pa"p%'ets so t%at 6ou 0etter understand %o3 6our 0od6 $unctions. At t%e end o$ eac% pa"p%'et is a 0rie$ GuiE. T%e doctor 3ou'd 'i&e 6ou to ans3er t%e Guestions to t%e 0est o$ 6our a0i'it6. 8%en 6ou are done, =ust 0ring t%e" 0ac& to "e. T%an& 6ou.A
_ (. B.IN; !ATIENT TO .E!O.T OF FINDIN;S .OOM.

Brie$'6 e@p'ain 3%at t%e doctor 3i'' 0e doing 3it% t%e".
ights
eserved.
OA - DAY TWO CONCLUDING ACTIONS
_ . COLLECT TODA4PS FEE. _ 1. SCHEDFLE A!!OINTMENTS FO. DA4S # AND 2. _ #. SCHEDFLE !ATIENT FO. 8O.>SHO! O. ENTENDED CONSFLTATION. _ 2. CIF FI.ST T.EATMENTD CALL !ATIENT<
Fo''o3 procedure $or ca''ing patient a$ter t%eir $irst ad=ust"ent, $ro" Da6 One.
VISIT THREE OA
OA - DAY THREE
_ . ;.EET !ATIENT. _ 1. HA7E THE !ATIENT SI;N IN. _ #. ;I7E !ATIENT ?.ELIEF, CO..ECTION AND MAINTENANCEA !AM!HLETS<
?Toda6 t%e doctor 3ou'd 'i&e 6ou to read t%ese t3o pa"p%'ets. T%e6 e@p'ain t%e di$$erent t6pes o$ care avai'a0'e to 6ou. T%e doctor 3i'' 0e going over t%e pa"p%'ets 3it% 6ou.A
_ 2. TA>E !ATIENT TO .E!O.T .OOM O. AD9FSTIN; .OOM.

OA DAY THREE CONCLUDING ACTIONS
_ . COLLECT FEE. _ 1. SCHEDFLE !ATIENT FO. NENT 7ISIT. _ #. CONFI.M THAT !ATIENT 8ILL B.IN; S!OFSE.
ights
eserved.
VISIT FOUR OA
OA DAY FOUR
_ . ;.EET !ATIENT CAND S!OFSED. _ 1. B.IN; !ATIENT-S!OFSE TO .E!O.T .OOM. _ #. AS> S!OFSE IF THE4 HA7E E7E. BEEN TO A NATF.AL HEALTHCA.E !.OFESSIONAL BEFO.E.
O I$ 6es, as& i$ t%e6 %ad a positive e@perience. O I$ no, te'' t%e spouse %o3 good t%e doctor is.
_ 2. SET F! N*.A4 NE;ATI7ES AND TF.N ON THE 7IE8BON. _ (. !FT NOTE OFTSIDE ON FILE< ?4es * !osA or ?4es * NegA or ?No.A
?4es * !osA Q Spouse %as seen a natura' %ea't%care pro$essiona' * E@perience !ositive ?4es * NegA Q Spouse %as seen a natura' %ea't%care pro$essiona' * E@perience Negative ?NoA Q Spouse %as not seen a natura' %ea't%care pro$essiona'.
OA DAY FOUR FINANCIAL ARRANGEMENTS
_ . ;O O7E. FINANCES<
Csee 0udget p'ans.D 8or& out an agree"ent.
_ 1. SE.7ICE A;.EEMENT AND AN4 NEEDED !A!E.8O.>. _ #. EN!LAIN !.EFE..ED HOF.S. _ 2. A..AN;E MFLTI!LE A!!OINTMENT CALENDA.. _ (. .E7IE8 !ATIENT !OLICIES.
ights
eserved.
THE SYMPTOMS OF PRACTICE PROBLEMS

. Missed appoint"ents. 1. !atients 3%o pa6 cas%, 6et are carr6ing 0a'ances. #. Large accounts receiva0'e. 2. Lac& o$ re$erra's. (. !atients $ai' to attend in*o$$ice 3or&s%ops. ). !ro0'e"s 3it% insurance carriers. ,. !atients not $inis%ing t%eir corrective progra"s. :. !atients sta6ing %o"e 3%en t%e6 are i''. /. !atients using natura' %ea't%care $or re'ie$ o$ s6"pto"s, not as a s6ste" o$ 0ui'ding 0etter %ea't%. B. !atients reGuiring 'ong visits due to $ai'ure to understand t%e 0ene$its o$ natura' %ea't%care. . Doctor and OA 3or&ing 'ong %ours. 1. Hig% over%ead.
ights
eserved.
WHAT IS THE NEW PATIENT BOOK#

T%e Ne3 !atient Boo& is used to &eep trac& o$ ne3 patients t%at co"e into t%e practice and to ensure a'' reGuired steps are co"p'eted 3it% eac% ne3 patient 3%o co"es into t%e practice. CSa"p'e page o$ Ne3 !atient Boo& $o''o3s.D . Na"e and address o$ ne3 patient. 1. T6pe o$ case< C Q Cas% I Q Insurance 8C Q 8or&ers5 Co"pensation !I Q !ersona' In=ur6 CAutoD MC Q Medicare 8ELQState Aid HMO-!!O #. Case nu"0er< !atients are nu"0ered according to t%e 6ear and nu"0er o$ ne3 patients to date. For e@a"p'e, our $irst ne3 patient in /// %ad t%e nu"0er //BB and t%e second, //BB1, and so on. T%is is a'so t%e nu"0er t%at is indicated on t%e @*ra6 card. 2. Date entered + date o$ $irst visit (. N*ra6 date + date o$ $irst @*ra6CsD ). .eport date + enter date ,. MA! CMu'tip'e Appoint"entsD + Nu"0er o$ appoint"ents actua''6 sc%edu'ed. :. IO8 CIn*O$$ice 8or&s%op-Specia' Consu'tationD + c%ec& o$$ a$ter patient %as attended t%e 3or&s%op. /. Assigned to + $or Associate*t6pe practice CDr. RD B. .e$erred out + $or Associate*t6pe practice CDr. RD . Last appoint"ent date * enter date 1. Discontinued care + enter ?DA Ci$ doctor disc%argedD + S8O + Stopped 8it%out Orders Ci$ patients disc%arged t%e"se'vesD. #. .e$erred 06 + Na"e o$ person or organiEation. 2. T%an& 4ou Letter + c%ec& "ar& 3%en done. (. 8e'co"e Letter + c%ec& "ar& 3%en done. ). Birt%da6 'ist + c%ec& "ar& 3%en added to 'ist. ,. Mai'ing List + c%ec& "ar& 3%en added to 'ist.
ights
eserved.
SAMPLE PAGE OF A NEW PATIENT BOOK
ights
eserved.
J OB D ESCRIPTIONS
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eserved.
RECEPTIONIST S DAILY CHECKLIST

T%e duties on t%is c%ec&'ist co"prise t%e "a=or and "inor responsi0i'ities o$ t%e Front Des& sta$$. I$ 6ou are unc'ear on %o3 to per$or" t%ese responsi0i'ities, p'ease spea& 3it% t%e Doctor.
UP TIME
___ Arrive ( "inutes 0e$ore patients ___ Turn o$$ a'ar" ___ Turn on inside 'ig%tsJ $'ip sign to O!EN ___ Fn'oc& t%e $ront door ___ Set te"perature, i$ necessar6 ___ Sign on to 6our co"puter ter"ina' ___ Ta&e "essages o$$ t%e ans3ering "ac%ine
INCOMING
___ Ans3er p%ones $or regu'ar and ne3 patients and "isce''aneous ca''s
RECEIVING
___ Have patients sign in ___ Have ne3 patients $i'' out in$or"ation $o'der ___ !u'' treat"ent cards ___ C%ec& over $o'der in$or"ation $or co"p'eteness
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eserved.
OUTGOING
___ Ca'' a'' patients 3%en t%e6 are ( "inutes 'ate ___ Tr6 to reac% a'' patients 3%o %ave "issed appoint"ents at 'east t3ice ___ Ma&e a'' "orning ca''s CN!s, e@a"s, etc.D ___ Ma&e a'' a$ternoon ca''s CN!s, e@a"s, etc.D
OVER-THE-COUNTER COLLECTIONS
___ Co''ect $ro" "a=or "edica' and cas% patients
RESCHEDULING APPOINTMENTS
___ Ma&e ne3 and resc%edu'ed appoint"ents
MAINTAIN CALL LOG

___ Log resc%edu'ed ne3 patients and p%one*contact in$o into correct 'og ___ Co""unicate an6 patient upsets and resc%edu'ing in$or"ation to t%e Doctor ___ Ma&e a cop6 o$ a'' "essages and give to Doctor
ights
eserved.
DOWN TIME
___ Ma&e a cop6 o$ toda65s sc%edu'e and give to Doctor ___ Ta&e a'' actions indicated 06 "essages ___ Fi'e a'' previous da65s treat"ent cards ___ !ost previous da65s statistics ___ Ma&e sure a'' supp'ies are at %and ___ >eep running inventor6 o$ supp'ies needed at $ront des& ___ De'iver "ai' ite"s to appropriate sta$$ ___ Count pett6 cas% and record on appropriate s%eet ___ Ma&e appropriate ans3ering "ac%ine "essage ___ Set recorder to record "essages, 3%en needed ___ .un ne@t da65s sc%edu'e ___ .un dai'6 recap and prepare 0ac&up o$ co"puter data ___ Ta&e previous da65s 0ac&up out o$ t%e o$$ice $or sa$e*&eeping ___ .un 3ee&'6 and "ont%'6 recaps ___ F'ip sign to CLOSED ___ Loc& $ront door ___ Turn on outside 'ig%ts and 3aiting roo" nig%t 'ig%t ___ Turn o$$ inside 'ig%ts ___ Set securit6 a'ar" ___ ________________________________________________________ ___ ________________________________________________________ ___ ________________________________________________________ I$ responsi0i'it6 $or a particu'ar p%ase o$ operation is assigned to 6ou, it is not necessar6 $or 6ou to persona''6 per$or" t%is dut6. Ho3ever, i$ 6ou de'egate a tas& to anot%er sta$$ "e"0er, 0e sure t%e6 are c%ec&ed out on t%is tas&.
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eserved.
BACK OFFICE CHECKLIST

T%e duties o$ t%is c%ec&'ist co"prise t%e "a=or and "inor responsi0i'ities o$ t%e 0ac& o$$ice sta$$. I$ 6ou are unc'ear on %o3 to per$or" an6 o$ t%ese responsi0i'ities, p'ease spea& 3it% t%e Doctor.
UP TIME
___ Manage t%e $'o3 o$ patient tra$$ic ___ ;reet patient, t%en 0egin %istor6 and pre'i"inar6 e@a" on ne3 patients ___ !u'' treat"ent cards $or "orning ___ Escort patients to roo"s ___ Co"p'ete non*c'inica' portion o$ e@a" ___ Set up and ta&e @*ra6s Ci$ 6ou5re Gua'i$iedD ___ Deve'op @*ra6s ___ He'p a'' patients o$$ sta0i'iEers or ot%er t%erap6 ___ Ad"inister t%erap6 indicated 06 Doctor ___ Teac% t%erapeutic e@ercises ___ Noti$6 Doctor 3%en 0e%ind sc%edu'e ___ Sc%edu'e patients $or 3or&s%op ___ Attend and assist 3or&s%op
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eserved.
DOWN TIME
___ Ca'' to con$ir" 3or&s%op appoint"ents ___ Straig%ten roo"s ___ E@tra attention to reception area neatness ___ C%ec& roo"s $or paper, tissues, and ot%er supp'ies ___ Ma&e sure a'' supp'ies are at %and ___ Inventor6 and order 0ac& o$$ice supp'ies and supp'e"ents ___ Ta&e out t%e gar0age ___ Fi'e previous da65s treat"ent cards ___ !u'' @*ra6s and $o'ders $or e@a"s and reports ___ Mar& @*ra6s ___ C%ec& o$$ and put a3a6 vita"in s%ip"ents and supp'ies ___ >eep 0rea& roo" c'ean ___ 7acuu" carpet dai'6 ___ Turn o$$ %eater ___ Co""unicate an6 eGuip"ent $ai'uresS ___ ________________________________________________________ ___ ________________________________________________________ ___ ________________________________________________________ ___ ________________________________________________________ S EGuip"ent $ai'ure s%ou'd 0e co""unicated to t%e Doctor 06 3ritten noti$ication. !'ease provide t%e e@act piece o$ eGuip"ent, t%e nature o$ t%e pro0'e", and an6 &no3n so'utions.
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eserved.
FINANCIAL COORDINATOR S CHECKLIST

T%e duties on t%is c%ec&'ist co"prise t%e "a=or and "inor responsi0i'ities o$ t%e Financia' Coordinator. I$ 6ou are unc'ear on %o3 to per$or" t%ese responsi0i'ities, p'ease spea& 3it% t%e Doctor.
UP TIME
___ C%ec& in*0as&et $or co"p'etion o$ needed reports-co""unications 3it% carriers and-or attorne6s ___ Separate pa6"ents $ro" inco"ing "ai' ___ !ost c%ec&s $ro" t%e "ai' ___ .un "a=or "edica' insurance 0i''ing ___ .un 0i''ing $or !ersona' In=ur6 and 8or&"en5s Co"p. ___ !repare and "ai' "ont%'6 8C reports ___ Do $inancia' consu'tation 3it% ne3 patients ___ Ma&e $inancia' arrange"ents 3it% patients ___ Ca'' patients on t%eir overdue 0i''ing ___ !repare and initiate 'ega' action on de'inGuent accounts ___ Inventor6 supp'ies $or area and report to O$$ice Manager $or ordering ___ Ans3er a'' Guestions and ca''s re'ated to 0i''ing ___ Do appropriate re0i''ing ___ Fpdate insurance in$or"ation in eac% patient5s $i'e
DOWN TIME
___ Assist in ot%er areas as needed ___ ________________________________________________________ ___ ________________________________________________________ ___ ________________________________________________________ ___ ________________________________________________________
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eserved.
GENERAL OA CHECKLIST
___ A'3a6s greet t%e DoctorCsD c%eer$u''6 in t%e "orning ___ Be sensitive to 3%at is i"portant to %i"-%er and strive $or t%is at a'' ti"es ___ Be a3are o$ and respect t%e Doctor5s "ood ___ Be pro"pt ___ Be certain 6ou are c'ean and neat ___ Be c%eer$u' and courteous to patients and rea''6 'isten to t%eir Guestions and dou0ts ___ Don5t 'et patients re"ain unattended ___ Be certain t%e o$$ice and 3or& areas are neat at a'' ti"es ___ Ans3er t%e te'ep%one 06 t%e t%ird ring ___ Ma&e appoint"ents correct'6 ___ Move s3i$t'6 and c%eer$u''6, de"onstrating 6our good %ea't% ___ ;ive 6our Doctor a'' "essages and p%one nu"0ers to return ca''s ___ >eep o$$ice and %o"e separate ___ Set dai'6 goa's and ac%ieve t%e" ___ Set 'ong*range goa's and ac%ieve t%e" ___ Let 6our attitude s%o3 6our co"p'ete 0e'ie$ and trust in natura' %ea't%care ___ Tr6 to 'earn one ne3 0ene$it or $eature a0out natura' %ea't%care on a dai'6 0asis ___ Don5t 3ait $or 3or& to tap 6ou on t%e s%ou'der T see& it out and get it done ___ Be cooperative 3it% 6our co*3or&ers ___ Don5t insu't or criticiEeJ 0e &ind, %onest and s%are t%e 3or&'oad ___ ________________________________________________________________ ___ ________________________________________________________________ ___ ________________________________________________________________ ___ ________________________________________________________________
ights
eserved.
S AMPLE PAT I E N T P OLICIES

T%e $o''o3ing pages 3i'' e@p'ain o$$ice po'icies on Ma=or Medica', !ersona' In=ur6, 8or&ers5 Co"pensation and Medicare. T%e !atient !o'icies !a"p%'et Cavai'a0'e $ro" L> ;rap%ics :BB*(2:*#),)D e@p'ains o$$ice po'icies to t%e patient and %as an area 3%ere t%e patient signs to veri$6 t%e patient5s agree"ent and understanding o$ t%ese po'icies. T%is pa"p%'et is t%en retained in t%e patient5s $i'e as a Doctor*!atient agree"ent.
ights
eserved.
ights
eserved.
PATIENT POLICY: PERSONAL INJURY

!ersona' in=ur6 cases are usua''6 "ore invo'ved, t%ere$ore 6our cooperation is needed. 8e do 3ait $or t%e carrier to pa6 t%e 0i''. T%is so"eti"es "eans t%at our o$$ice "ust 3ait si@ C)D "ont%s to a 6ear $or pa6"ent. Even t%oug% 6ou "a6 not 0e responsi0'e $or t%e accident, 3e need to 0i'' a'' insurance carriers. T%is "a6 cover 6our "edica' 0i''s eit%er in part or 3%o'e 0e$ore 6our case is sett'ed. 4ou "ust re"e"0er t%at i$ $or so"e reason t%e c'ai" is not covered, 6ou are responsi0'e $or 6our 0i''. T%ere$ore, 3e reGuire a credit card s'ip or counter c%ec& to 0e signed and &ept on $i'e i$ needed. In persona' in=ur6 cases, t%e $o''o3ing "ust 0e 0roug%t to our o$$ice< . Cop6 o$ t%e Accident .eport. 1. 4our Auto Insurance !o'ic6 In$or"ation. C8%et%er 6ou are responsi0'e $or t%e accident or notD #. An6 Ma=or Medica' C;roup or Individua' InsuranceD C'ai" For"s. 2. Insurance In$or"ation on T%ird !art6 C!erson 3%o 3as 'ia0'e $or accidentD. (. I$ an Attorne6 is invo'ved, 3e "ust %ave %i"-%er sign a Doctor5s Lien. ). A signed credit card s'ip or counter c%ec&.
ights
eserved.
PATIENT POLICY: WORKERS COMPENSATION

E$PLANATION OF BENEFITS
8or&ers5 Co"pensation covers a'' e@a"ination, treat"ent, and @*ra6 costs once treat"ent %as 0een aut%oriEed. 4our e"p'o6er %as t%e so'e rig%t to decide 3%et%er to grant aut%oriEation $or treat"ent or not. Aut%oriEation can a'so 0e granted 06 6our supervisor on t%e =o0. I$ aut%oriEation is re$used, t%e patient "a6 undergo treat"ent using coverage provided 06 t%e "a=or "edica' or group %ea't% p'an.
OFFICE POLICY
!atients invo'ved in 8or&ers5 Co"pensation Cases "ust 0ring signed aut%oriEations $or treat"ent to our o$$ices. Co"pensation cases t%at invo've 'a3suits are e@pected to 0e paid $or 06 6our insurance or 6ourse'$, not 6our attorne6 or court sett'e"ent. I$ 6our insurance carrier re$uses pa6"ent due to a 'a3suit pending, 6ou 3i'' 0e noti$ied and t%e 0i'' can 0e su0"itted to 6our group %ea't% insurance or paid 06 6ou. To aid us in t%is "atter, p'ease noti$6 our o$$ice as to 6our attorne65s na"e and address.
ights
eserved.
PATIENT POLICY: PATIENT-DOCTOR AGREEMENTS

T%e purpose o$ t%ese agree"ents is to a''o3 us to "ore co"p'ete'6 serve 6ou and to get t%e 0est resu'ts in t%e s%ortest a"ount o$ ti"e. Our e@perience is t%at t%ose patients 3%o ad%ere to t%e $o''o3ing agree"ents get t%e 0est resu'ts.
WORKSHOPS
It is "andator6 t%at a'' patients attend our in*o$$ice 3or&s%op. T%is c'ass e@p'ains %o3 t%e 0od6 $unctions, %o3 natura' %ea't%care 3or&s, and %o3 resu'ts are produced. Fa"i'6 and $riends are 3e'co"e. T%ere is no c%arge $or t%e c'ass. Ot%er c'asses and 'ectures on di$$erent aspects o$ %ea't%care are o$ten sc%edu'ed and "a6 0e attended at no cost. !'ease 0ring $a"i'6 and $riends. Loo& $or announce"ents regarding t%ese c'asses on t%e sign 0oard near t%e reception des&.
PAYMENT OF BILLS
8%atever $inancia' arrange"ents 6ou "a&e 3it% our o$$ice, 3e 3i'' e@pect 6ou to %onor t%e". I$ 6ou can5t $u'$i'' 6our agree"ents in t%is area, p'ease 'et our $inancia' "anager &no3 i""ediate'6 so ne3 arrange"ents can 0e "ade. Accounts past due 3i'' 0e c%arged a %and'ing $ee. Fai'ure to respond a$ter t%ree 0i''ings, in t%e $or" o$ pa6"ent or e@p'anation, 3i'' resu't in i""ediate 'ega' action.
CANCELLING OR CHANGING APPOINTMENTS

8e %ave set up a speci$ic course o$ treat"ent $or 6ou. A certain nu"0er o$ treat"ents are reGuired in a set a"ount o$ ti"e to get t%e resu'ts 3e 0ot% desire. T%us, i$ 6ou need to c%ange t%e ti"e o$ 6our appoint"ent, p'ease arrange to co"e in anot%er ti"e t%e sa"e da6. I$ t%e sa"e da6 is not possi0'e, 3e reGuest t%at 6ou "a&e up t%e "issed appoint"ent 3it%in one 3ee&.
DIET AND FOOD SUPPLEMENTS

T%e doctor5s instructions on diet or $ood supp'e"ents s%ou'd 0e $o''o3ed care$u''6. !'ease co""unicate an6 ina0i'it6 to do so, and t%us 6our doctor can co"pensate $or an6 nutritiona' inadeGuac6. 4ou are e@pected to pa6 $or supp'e"ents at t%e ti"e o$ purc%ase.
UPSETS
!'ease co""unicate direct'6 to 6our doctor regarding an6 upsetting "atter, suc% as 3aiting too 'ong, rudeness 06 an6 sta$$ "e"0er, 6our $ai'ure to understand 6our treat"ent, t%e need $or an e@tended consu'tation, etc. 8e are %ere to serve 6ou. 4our criticis" 3i'' %e'p us to %e'p 6ou, as 3e'' as ot%ers.
ights
eserved.
PAT I E N T A PPOINTMENT B OOK ANDT IME MA N A G E M E N T

T%e $o''o3ing pages 3i'' e@p'ain t%e !atient Appoint"ent Boo&, a'ong 3it% t%e di$$erent "et%ods t%at can 0e used to e$$icient'6 uti'iEe ti"e "anage"ent to get t%e "ost production out o$ a da6 in t%e practice.
ights
eserved.
%E$ISTING PATIENTS& COLUMN

E$ISTING: THIS IS FO. OF. ENISTIN;, .E;FLA. !ATIENTS. T%ese na"es are usua''6 3ritten in in&. C8e reco""end 6ou do not use penci' as na"es can inadvertent'6 0e erased.D T%e6 are eit%er posted according to t%e patient5s ca'endar C"u'tip'eD appoint"ents, or at t%e reGuest o$ t%e doctor to see a patient on an6 given da6. !.INT CLEA.L4 + LAST NAME, FI.ST NAME. E@a"p'e< .E4NOLDS, MA.4. .ecord ne@t appoint"ent in t%e space a$ter patient5s na"e. APPOINTMENTS WITHIN '( DAYS OR MORE: Enter a'' patients 3%o %ave a visit 3it%in ten C BD da6s or "ore in 0'ac& and note te'ep%one nu"0er. 9ust as& t%e patient ver0a''6, t%en ca'' t%e patient t%e da6 or nig%t 0e$ore appoint"ent to re"ind t%e", or 6ou "a6 use t%e re"inder card. Te'ep%one ca''< ?M.S. .E4NOLDS, THIS IS ___________ AT D.. SCHENIN;5s o$$ice con$ir"ing 6our appoint"ent $or to"orro3 at ______________.A Sample Reminder Card:
JUST A REMINDER)
4ou %ave an appoint"ent sc%edu'ed on< ____________ at ____________ !M-AM 3it% ___________________
I$ $or so"e reason 6ou are una0'e to &eep 6our appoint"ent, p'ease ca'' 12 %ours in advance i$ possi0'e.
MEMO: T%is co'u"n is $or t%ose patients 3%o pre$er one doctor or anot%er CAssociate or Mu'tip'e Doctor !racticeD and 3i'' not 0e ad=usted 06 anot%er doctor ot%er t%an in an e"ergenc6. T%is is identi$ied 06 t%e patient5s na"e and t%e pre$erred doctor. T%is co'u"n is a'so used i$ a patient %as one or "ore "oda'ities, and a'so $or t%ose patients 3%o receive specia' attention. LUNCH SPACE: T%is is used $or patients 3%o do not %ave a set ti"e. T%is s%o3s us t%at a patient s%ou'd 0e in on t%e da6 t%eir na"e appears in t%is co'u"n. T%is is $or our patients 3%o are s%i$t 3or&ers or trave' a 'ot and do not &no3 at 3%at ti"e t%e6 can &eep an appoint"ent "ade in advance. T%e6 are 3ritten in penci' and t%en erased 3%en an appoint"ent ti"e is given. I$ a patient does not ca'' in on t%at given da6, a ca'' is "ade to %i"-%er $or a ne3 appoint"ent ti"e.
ights
eserved.
APPOINTMENT BOOK PROCEDURE

DAILY CODING SYSTEM
NE8 !ATENTS CND NAME 8.ITTEN IN .ED .E!O.TS C.D NAME 8.ITTEN IN BLFE .ECALLS C.ED NAME 8.ITTEN IN .ED ENAMINATION CED NAME 8.ITTEN IN .ED .E*ENAMINATIONCEND NAME 8.ITTEN IN ;.EEN N*.A4S CND NAME 8.ITTEN IN .ED .E*N*.A4S C.ND NAME 8.ITTEN IN ;.EEN ;reen Dot !atient ca"e in $or appoint"ent .ed Dot No S%o3 !atient ca''ed to resc%edu'e $or anot%er da6 + .ed Dot and ;reen C%ec& Mar& !atient ca''ed to c%ange ti"e $or t%e sa"e da6 + .ed Dot 3it% B'ue S'as% PATIENT SHOWED UP: 8%en a patient &eeps a regu'ar'6 sc%edu'ed appoint"ent, it is recorded 06 p'acing a green in& dot in t%e 'e$t "argin ne@t to patient5s na"e. NO SHOW: I$ a patient does not s%o3 up $or %is appoint"ent, it is noted 06 a red in& dot in t%e 'e$t "argin ne@t to patient5s na"e. A'' patients 3it% a red dot in t%e 'e$t "argin are i""ediate'6 recorded in t%e Dai'6 Missed Appoint"ent section o$ 6our appoint"ent 0oo&. 8%en a patient is resc%edu'ed, re"e"0er to p'ace a green c%ec& "ar& in t%e rig%t*%and "argin, 3it% t%e reason Cinc'uding ?No ans3er 'e$t "essageAD and ne3 date and ti"e recorded. A'' na"es o$ patients 6ou are una0'e to contact are carried to t%e ne@t da6 in t%is sa"e area o$ 6our appoint"ent 0oo&. .ecord in re*sc%edu'ed co'u"n. On'6 carr6 na"e over one da6. .ecord patients 3%o" 6ou are una0'e to reac% on second da6 on a Dai'6 Missed Appoint"ent Su""ar6 S%eet 3aiting $or ne@t re*appoint"ent to 0e &ept, a decision 06 doctor, or to 0e %and'ed at sta$$ "eeting. NO SHOW* BUT OA RESCHEDULED APPOINTMENT: I$ t%e OA "a&es contact 3it% t%e patient and sc%edu'es anot%er appoint"ent ti"e or date, it is noted 06 p'acing a green c%ec& "ar& to t%e rig%t o$ t%e patient5s na"e in t%e "argin so t%at t%e na"e 3i'' appear in t%e 0oo& 3it% a red dot and green c%ec& "ar&.
ights
eserved.
TIME MANAGEMENT CLUSTER BOOKING SCHEDULE

'" CLUSTER BOOKING ALSO KNOWN AS STACKING APPOINTMENTS OBJECTIVE: To sc%edu'e appoint"ents tig%t'6 in order to e'i"inate ti"e gaps t%at are non* productive $or a'' sta$$. PROCEDURE: A ti"e s'ot is $u''6 sc%edu'ed 0e$ore opening an ad=acent ti"e s'ot. Atte"pt to create %a'$*%our and one*%our 3or& ti"es. E$AMPLE: Doctor can treat t3o patients in eac% B*"inute ti"e s'ot. Bot% ti"e s'ots at /<BB are $i''ed 0e$ore /< B is opened $or sc%edu'ing.
TIME MANAGEMENT AVAILABILITY SCHEDULE

+" STRUCTURE THE OPTIMUM PRACTICE SCHEDULE OBJECTIVE: To open t%e practice $or strategic %ours 0ased on patient avai'a0i'it6, and contain t%e practice sc%edu'e in an :*%our da6. PROCEDURE: !'an t%e 0est use o$ eig%t practice %ours in t%e "ar&eting area. T%is is direct'6 re'ated to t%e 3or& sc%edu'es o$ t%e 'oca' "a=or industries and o0vious'6 is targeted to3ard t%e 3or&ing c'ass since t%e retired peop'e %ave "ore $'e@i0'e %ours. E$AMPLE: Fn'ess a co""unit6 is %ig%'6 industria'iEed and t%ere are a su0stantia' nu"0er o$ 3or&ing peop'e on t%ree s%i$ts, t%e $o''o3ing sc%edu'e is opti"u". MO.NIN; SCHEDFLE /<BB A.M. To <BB !.M. AFTE.NOON-E7ENIN; SCHEDFLE 1<BB !.M. TO )<BB !.M. Note: Evening hours and some weekend hours can be very beneficial for a practice that has a high volume of 9-to- workers!
KEY POINTS
AD An6 3or&ers 3%o sc%edu'e 0e$ore /<BB A.M. are 'i&e'6 to 0e e@ecutives t%at do not %ave to 0e at 3or& unti' /<BB and can pro0a0'6 a'so co"e on t%eir 'unc% %our 0et3een 1 noon and <BB p.". BD Man6 3or&ing peop'e 'i&e to go direct'6 %o"e a$ter 3or&, so opening t%e 'unc% %our gives t%e" t%is option. B6 co"ing in on t%eir 'unc% %our t%e6 3i'' avoid t%e a$ter*3or& cro3d.
ights
eserved.
TIME MANAGEMENT TIMEBLOCK SCHEDULE

," TIMEBLOCK SPECIAL SERVICES AND TREATMENT OBJECTIVE: To "a@i"iEe t%e natura' "o"entu" o$ repetitive production and e'i"inate interruption o$ t%at "o"entu". Menta' speed increases 3it% repetition and attention is 0etter $ocused on ti"e*consu"ing services Csuc% as Ne3 !atient Consu'tationD. PROCEDURE: Dedicate $irst and 'ast seg"ents o$ 0ot% AM and !M sc%edu'e to treat"ent Cand t%erap6 i$ usedD on'6. Dedicate t%e interi" %ours to specia' services t%at co""and "ore ti"e, i.e., Ne3 !atient Consu'tations, E@a"inations, N*ra6s, .eports and Specia' Consu'tations. Mar& t%ese %ours according'6 in t%e appoint"ent 0oo&.
PATIENT HANDLING TO CONTROL SCHEDULE

Front Des& OA to Ne3 !atient, ?Mrs. 9ones, I can give 6ou an appoint"ent at B<#B A.M. or #<#B !.M. 8%ic% 3ou'd 6ou pre$erMA !atient rep'ies ?8e'', I don5t get o$$ 3or& unti' (<BB !.M.A T%e Front Des& OA ans3ers, ?I understand, Mrs. 9ones. Ho3ever, 6our $irst t3o appoint"ents in t%is c'inic are i"portant and ta&e 'onger 0ecause 3e do a ver6 t%oroug% e@a"ination and report o$ $indings. I$ 3e are a0'e to accept 6ou $or treat"ent, 3e can sc%edu'e 6our treat"ent appoint"ents around 6our 3or& sc%edu'e.A DOCTOR TO ESTABLISHED PATIENT: CDoctor contro's treat"ent ti"e 3it% t%e $o''o3ing script 3%ic% is used $or ever6t%ing e@cept e"ergencies and urgent "atters.D !atient as&s doctor an invo'ved Guestion a0out %is care or natura' %ea't%care. Doctor sa6s to patient, ?Mrs. 9ones, 3e need to ta'& a0out t%is 0ut I don5t %ave consu'tation ti"e sc%edu'ed $or 6ou rig%t no3.A Doctor c%ec&s sc%edu'e and t%en sa6s. ?I$ 6ou 'i&e, I %ave an opening in a %a'$ %our, or 3e can sc%edu'e e@tra ti"e on 6our ne@t visit.A
ights
eserved.
TIME MANAGEMENT PAPERWORK SCHEDULE

!" DEDICATED PAPERWORK/MARKETING TIME OBJECTIVE: To continue t%e patient paper3or& processing 3it%in t%e practice sc%edu'e. To sta6 current on a'' routine paper3or& and once current, to rededicate t%is ti"e to "ar&eting. PROCEDURE: C%oose t%e $our s'o3est %ours o$ t%e 3ee& and "ar& t%e" out o$ t%e appoint"ent 0oo&. T%e doctor is in ?reportA during t%is ti"e and not avai'a0'e $or treat"ent un'ess it is an e"ergenc6. T%e 0est ti"e $or t%is is usua''6 Tuesda6 and T%ursda6 $ro" B a.". ti'' 1 noon $or t3o reasons< AD T%e peop'e t%at sc%edu'e $or regu'ar treat"ents during t%is ti"e are usua''6 non*3or&ers and can co"e anot%er ti"e. BD It is =ust prior to 'unc%. 8%en t%is ti"e can 0e dedicated to "ar&eting, it 3i'' 0e idea' $or 'unc%eon net3or& p'anning and "eetings.
THE INTERIM REPORT

Doctors s%ou'd uti'iEe t%e ?Interi" .eportA $or responding to a'' current insurance inGuiries and correspondence, no "atter %o3 e@tensive t%e inGuir6 + ENCE!T $or a !ersona' In=ur6 Narrative. T%e Interi" .eport, i$ co"p'ete'6 $i''ed out, %as a'' t%e docu"entation necessar6 to process a c'ai" and 3i'' %and'e /(U o$ a'' insurance inGuiries received. OPTIMUM REPORTING: Doctors s%ou'd 0ui'd a good insurance pro$i'e and receive 0etter pa6"ent turnaround 06 using t%e Interi" .eport routine'6, as $o''o3s< . To acco"pan6 $irst c'ai"s on !ersona' In=ur6 and 8or&ers5 Co"pensation. 1. To 0e sent $o''o3ing a'' progress or post*e@a"s on a'' ot%er po'ic6 t6pes.
ights
eserved.
MISSED APPOINTMENT CALL SCRIPT

. OA sa6s< ?;ood "orning, Mrs. 9ones. T%is is ___________ $ro" Li$eti"e Hea't% and 8e''ness. 8e %ad 6ou sc%edu'ed $or a B<BB appoint"ent t%is "orning. 8as t%at correctMA 1. ?Mrs. 9ones, it is critica' to 6our recover6 t%at 3e "a&e up t%at 'ost treat"ent. Can 6ou co"e in t%is a$ternoonMA I$ not, as& a0out to"orro3.
ADDITIONAL BACKUP DATA IF NECESSARY:

?Mrs. 9ones, t%ese treat"ents are =ust 'i&e doing an e@ercise progra". Once or t3ice a 3ee& 3i'' not get progress. T%ose "usc'es and 'iga"ents %ave to 0e retrained to %o'd t%e verte0rae in t%e rig%t p'ace. T%e sing'e "ost i"portant $actor in recover6 is $reGuenc6 o$ treat"ent. I$ t%is is not done, t%ere 3i'' 0e "ini"a' progress and a greater 'i&e'i%ood o$ re*aggravation o$ t%e sa"e pro0'e".A "#his is the script for a Chiropractic office! $lease feel free to change this script to suit your offices individual needs!% #. I$ patient sa6s, ?I5" $ee'ing 0etter.A 2. OA sa6s< ?;reat, Mrs. 9ones, 3e are e@pecting t%at. But don5t $orget 3%at t%e doctor to'd 6ou in 6our report o$ $indings. T%e pain is t%e $irst to go, 0ut t%e 0od6 %as not 6et 0een retrained and t%ere$ore correction o$ t%e pro0'e" is not co"p'ete.A (. I$ patient is ada"ant a0out resc%edu'ing, tr6 to $ind out t%e reason. ). OA as&s< ?Mrs. 9ones, p'ease te'' "e + %as our service 0een unsatis$actor6 to 6ouMA I$ 6es, as&, ?Mrs. 9ones, 3%at 3ou'd it ta&e to "a&e it rig%t 3it% 6ouMA 7o'unteer to give t%e doctor an6 "essages or co""unication t%at is i"portant. I$ patient does not resc%edu'e, do a co"p'ete 3rite*up $or t%e doctor.
IF NO-SHOWS ARE A SIGNIFICANT PROBLEM

. Ma&e certain t%e doctor is using Dr. Singer5s .eport o$ Findings and e"p%asiEing t%e necessit6 o$ t%e $reGuenc6 o$ treat"ent. 1. T%e $irst ti"e a patient "isses an appoint"ent, 3it%out co""unicating it to t%e patient, sc%edu'e t%e patient $or a (*"inute "ini*report 0e$ore %is treat"ent ti"e. Have t%e doctor pu'' %is @*ra6s and go over %is pro0'e", t%e a"ount o$ treat"ent necessar6 to correct %is condition and t%e conseGuences o$ non*treat"ent. #. .EMEMBE. + !atients can 0e ca''ed at 3or&. A'' 0usiness esta0'is%"ents and even industries 3i'' ta&e "essages $ro" doctor5s o$$ices $or t%eir e"p'o6ees. T%is is one o$ t%e 0est too's to get patients to "a&e up t%eir "issed treat"ent t%e sa"e da6.
ights
eserved.
FINANCIAL ARRANGEMENTS
&SE #'E (O))O*+,- SCR+$# *'E, #.)/+,- #O . $.#+E,# RE-.R0+,- $.12E,#S:
F I R S T V I S I T (T H I S D O E S N OT I N C L U D E WO R K E R S C O M P E N S AT I O N O R N O
FA U LT. ) The pol !" o# o$% o## !e & th't "o$ p'" #o% "o$% ( & t&. I# "o$ h'(e )e* !'l !o(e%'+e, -e - ll &$ppl" "o$ - th the .e!e&&'%" .#o%)'t o. #o% "o$ to /e %e )/$%&e* /" "o$% .&$%'.!e !o)p'.".0
INSURANCE ASSIGNMENT -ACCEPTED ORALLY AFTER COVERAGE HAS BEEN VERIFIED.

?8e rea'iEe t%at it can 0e di$$icu't $or 6ou to pa6 $or 6our visits in $u'', t%ere$ore, 3e occasiona''6 accept assign"ent o$ 0ene$its. T%is "eans t%at 6ou %ave to pa6 $or 6our $irst visit and t%en, a$ter 3e %ave c%ec&ed 3it% 6our insurance co"pan6 regarding 6our coverage, 6ou 3i'' on'6 %ave to pa6 t%e percentage t%at 6our insurance co"pan6 does not cover. For e@a"p'e, i$ 6our insurance co"pan6 pa6s BBU 6ou 3i'' not %ave to pa6 us an6t%ing a$ter 6our $irst visit. I$ 6our insurance co"pan6 pa6s :BU 6ou 3i'' 0e responsi0'e $or V ____ a visit. T%is represents t%e 1BU t%at t%e insurance co"pan6 does not cover. ?A$ter 3e %ave sent in t%e $irst 0i'' and 0een paid 06 6our co"pan6, i$ t%ere is an overpa6"ent on 6our account 0ecause 6ou %ave paid $or t%e $irst visit and 6our deducti0'e %as 0een "et, t%en 3e 3i'' app'6 t%e di$$erence as a credit to 6our account. T%is "eans t%at 6ou 3i'' not %ave to pa6 6our percentage $or a 3%i'e. I$ 6our insurance co"pan6 pa6s BBU and 6ou %ave paid $or 6our $irst visit, t%en 3e 3i'' re$und 6ou t%e di$$erence.A
MEDICARE
T%e patient needs to 0e to'd t%at Medicare does not cover t%e e@a"ination or @*ra6s. A'so, Medicare on'6 covers 1B visits in a si@*"ont% period. !atient needs to sign a Non*Covered Bene$it $or".
WORKERS COMPENSATION AND NO FAULT

Ma&e t%e patient a3are t%at i$ 8or&ers5 Co"pensation or No Fau't den6 t%e c'ai" t%en t%e6 are $u''6 responsi0'e $or t%e $ees.
SPECIAL ARRANGEMENTS -PREPAYMENT PLANS* DISCOUNTS* OR OTHER.

!'ease "ar& t%ese on t%e 'edger cards and "a&e sure t%e patient rea'iEes t%at t%e6 "ust 'ive up to t%eir agree"ents or t%e 0a'ance 3i'' 0e e@pected in $u''.
ights
eserved.
MULTIPLE APPOINTMENTS
T%e concept 0e%ind t%e Mu'tip'e Appoint"ent !rocedure a'igns 3it% t%e Four Da6 .eport o$ Findings. Once t%e doctor %as decided on t%e 0est treat"ent p'an $or t%e patient, a sc%edu'e is 3or&ed out C$or e@a"p'e< # ti"es a 3ee& $or : 3ee&s, and so onD and appoint"ents are 0oo&ed $or t%e entire treat"ent p'an. I$ 6ou use t%e "u'tip'e appoint"ent procedure, t%e patient 3i'' sc%edu'e %is 'i$e around standing appoint"ents. I$ 6ou do not use t%e "u'tip'e appoint"ent procedure and 6ou %ave t%e patient "a&e t%e appoint"ents on a visit*06*visit 0asis, %e 3i'' a'3a6s sc%edu'e t%e appoint"ents around %is 'i$e. A'so, t%e patient 3%o "isses an appoint"ent on t%is t6pe o$ s6ste" %as t%eir ne@t appoint"ent a'read6 sc%edu'ed. T%is reduces t%e attrition rate. I$ a patient "isses an appoint"ent on t%e visit* 06*visit s6ste", t%e patient t%en %as to pic& up t%e p%one to "a&e anot%er appoint"ent, or 6ou %ave to ca'' %i" and t%is tends to contri0ute to t%e increased attrition rate. I$ t%e patient "isses a 8ednesda6 appoint"ent, "a&e sure %e co"es on T%ursda6. 4ou 3i'' $ind t%at 3%en 6ou do t%is a coup'e o$ ti"es, t3o t%ings 3i'' %appen< t%e patient 3i'' stop "issing appoint"ents and second'6, i$ %e does "iss, %e 3i'' auto"atica''6 co"e in t%e ne@t da6.
MULTIPLE APPOINTMENT CALENDAR

T%e Mu'tip'e Appoint"ent Ca'endar is given to t%e patient t%e da6 o$ t%e @*ra6 .eport, a$ter t%e doctor %as given t%e .eport and given t%e patient t%e reco""ended treat"ent sc%edu'e. T%e OA s%ou'd $irst c%ec& %er Appoint"ent Boo& $or t3o "orning openings suc% as /<#B or <#B and t3o a$ternoon openings suc% as 1<#B or (<#B so t%at s%e can 0e prepared to o$$er t%ese ti"e se'ections to t%e patient. S%e t%en goes into t%e .eport .oo" 3it% %er 'ist o$ openings, t%e Appoint"ent Ca'endar on 3%ic% s%e %as t6ped t%e patient5s na"e, toda65s date, re*e@a" and re* @*ra6 dates, %er !atient !o'ic6 State"ent and Insurance For"s t%at need to 0e signed. T%e $o''o3ing script s%ou'd 0e used to ensure a'' i"portant points are covered 3it% t%e patient. ?;ood "orning, Mr. 9ones. M6 na"e is ___________. Toda6 3e are going to set 6our appoint"ents so 6ou can reserve t%e ti"e t%at is "ost convenient $or 6ou. 8e 3i'' 0e sc%edu'ing 6ou $or t%ree "ont%s so t%at 6our %ea't%care receives top priorit6. ?Based upon 6our condition, t%e doctor %as deter"ined t%at 6ou 3i'' treat"ents t%ree ti"es a 3ee& $or _____ 3ee&s a$ter 3%ic% %e e@pects to reduce 6our sc%edu'e to t3o ti"es per 3ee&. Do 6ou pre$er "orning or a$ternoonM Morning, goodK 8e %ave /<#B or <#BM <#B, goodKA "O. circles daily and three times per week appointments on calendar!% ?Mr. 9ones, t%e doctor %as to'd 6ou t%at a'' patients attend an evening 3or&s%op to 'earn "ore a0out %o3 t%eir treat"ent 3or&s and %o3 to care $or t%e"se'ves 3%i'e t%e6 are under treat"ent. T%e ne@t 3or&s%op is Tuesda6 evening at )<#B !.M. and 3e 3i'' sc%edu'e t%at treat"ent appoint"ent rig%t 0e$ore t%e 3or&s%op at (<2(. Do 6ou &no3 o$ an6 reason 3%6 6ou can5t 0e t%ereM No + goodK I a" 'isting t%at appoint"ent at t%e 0otto" o$ t%e ca'endar. ?It is i"portant t%at 6ou 0ring so"eone to t%e 3or&s%op 0ecause 6ou 3i'' need a partner. "+f the patient is married3 try to arrange for them to bring their spouse!% 4our $a"i'6 and $riends need to &no3 3%at 6ou5re going t%roug% 3%i'e 6ou are under treat"ent.
ights
eserved.
"O. lists workshop date and time on bottom line of calendar3 then tears off white copy of calendar and hands to patient! #he yellow copy is kept as the clinic copy!% ?Mr. 9ones, %ere is t%e cop6 o$ 6our ca'endar. Most o$ our patients $ind it 0est to put it on t%eir re$rigerators so t%e6 don5t inadvertent'6 $orget t%eir appoint"ents. It is i"portant $or 6ou to &no3 t%at t%e treat"ent $reGuenc6 is t%e "ost i"portant $actor in recover6 and s%ou'd 6ou %appen to "iss a treat"ent, it is vita' t%at 6ou "a&e it up t%e ver6 ne@t da6. 4ou 3i'' 0e ca''ed 06 our c'inic i$ 6ou s%ou'd "iss an appoint"ent 3it%out noti$6ing us, since it is our =o0 to see t%at 6ou sta6 on sc%edu'e so 6ou can get 3e''.A T%e 6e''o3 Cc'inicD cop6 o$ t%e Appoint"ent Ca'endar is ta&en to t%e $ront des& and a'' o$ t%e appoint"ents $or t%e current "ont% are entered into t%e Appoint"ent Boo&. T%e 6e''o3 cop6 is t%en $i'ed a'p%a0etica''6 06 t%e patient5s 'ast na"e in a $i'e &ept at t%e $ront des&. On t%e t%ird 3ee& o$ t%e "ont%, a'' o$ t%e $o''o3ing "ont%5s appoint"ents are entered into t%e Appoint"ent Boo& $ro" t%e 6e''o3 ca'endars in t%e $i'e. I$ t%e patient5s treat"ent sc%edu'e is reduced or %as %ad to 0e c%anged in an6 3a6, t%ese updates are noted on t%e 6e''o3 appoint"ent ca'endar copies so t%e ne3 appoint"ents can 0e correct'6 entered into t%e Appoint"ent Boo&. I$ desired, t%e patient "a6 0e given a ne3 Appoint"ent Ca'endar at eac% point t%at %is sc%edu'e is reduced. Sc%edu'ing a "ini"u" o$ t%ree "ont%5s treat"ent at a ti"e 3i'' continue to prioritiEe %ea't%care to t%e patient. Note< I$ t%e patient %esitates or co""ents a0out sc%edu'ing t%at $ar a%ead, t%e $o''o3ing script is ver6 e$$ective< ?I &no3, Mr. 9ones t%at 6ou "a6 not t%in& 6ou &no3 3%at 6ou5'' 0e doing t%ree "ont%s $ro" no3, 0ut no3 6ou do. Our attitude is t%at i$ 6ou sc%edu'e 6our 'i$e around 6our %ea't%, 6ou5'' $ee' a 'ot 0etter and %appier. No3, i$ so"et%ing co"es up t%at creates a con$'ict, =ust noti$6 us as soon as possi0'e so 6our treat"ent can 0e resc%edu'ed.A
ights
eserved.
COLLECTIONS
'" FOLLOW NEW PATIENT PROCEDURE AND MANAGEMENT: Do 6our ut"ost to e'i"inate de'inGuent accounts. +" ORGANI/E: a. Around t%e 1Bt% o$ t%e "ont%, go over a'' Account .eceiva0'e 'edgers. 0. !u'' out 'edgers $or cas% 0i''ing, "ar&ing eac% 'edger pu''ed 3it% date and code Csee 2.a.D and set aside to 0e t6ped. Note< !u'' on'6 as "an6 'edgers as can 0e co"p'eted 0e$ore going %o"e. c. Ma&e a specia' 'ist< . An6 supp'e"enta' insurance 0i''ing "issed. 1. Cases in 'itigation and persona' in=ur6 t%at need to 0e c%ec&ed. #. !atients t%at %ave not 0een in 3%o reGuire te'ep%one reca''. 2. Ot%er co''ection 3or& Cte'ep%one or accounts to co''ection agenc6D. d. As 6ou co"p'ete t%e a0ove 'ist, cross out 3it% red $e't tip pen. ," BILLING SCHEDULES: a. T6pe state"ents. Fse specia' notes or stic&ers i$ reGuired in t%e $o''o3ing order CNote< Assign code nu"0ers to notes or stic&ers and de'inGuent 'etter series to 0e used 3%en "ar&ing 'edgersD< . 4our insurance co"pan6 %as paid its portionJ t%e re"aining 0a'ance is due 06 6ou. CC* D 1. !'ease pa6 6our 0a'ance due. CC*1D #. !'ease 'et us %ear $ro" 6ou regarding t%is 'ong overdue 0a'ance. CC*#D 2. De'inGuent 'etter series. CCL* , CL*1, etc.D (. (*Da6 Co''ection Notice. CC*2D ). Co''ection. CC*(D !" SPECIAL NOTES: a. On'6 ONE person s%ou'd 0e in c%arge o$ Accounts .eceiva0'e. 0. >eep a diar6 on p%one ca''s. ;et pro"ise to pa6, HO8 MFCH and 8HENJ "ar& diar6 according'6. .e"e"0er + ca'' 0ac& on t%at date i$ pa6"ent %as not 0een received. c. .egister a'' ca''s "ade and pro"ises "ade on patient5s 'edger card un'ess copied 'edgers are used $or state"entsJ t%en record in$or"ation on inside cover o$ patient5s $o'der. Be sure to date and initia' notes.
ights
eserved.
INFORMATION LETTER
CFse 4our Letter%eadD Date< .e< ___________________________ Dear Sir< Late'6 3e %ave %ad no in$or"ation concerning t%e disposition o$ t%e account o$ t%e a0ove*na"ed patient. I$ 6ou need additiona' in$or"ation, p'ease 'et "e &no3 i""ediate'6 as 3e are ver6 an@ious to &eep our patient accounts in a current status. 4our pro"pt attention to t%is 3i'' 0e great'6 appreciated. 7er6 Tru'6 4ours, ************************************************* Dear Dr. ___________ , Date< __________________________ _ T%e a0ove na"ed case 3as sett'ed on _____________________________ _ Case is sti'' in negotiationJ no 'a3suit %as 0een $i'ed 6et. _____________ _ T%e 'a3 suit 3as $i'ed on _______________________________________ in ___________________________ CourtJ Case No. _____________________ Tria' date 3as set $or _____________________________________________ 4our testi"on6 $or tria' _ 3i'' _ 3i'' not 0e reGuired. _ Tria' =udg"ent 3as granted $or patient on __________________ in t%e su" o$ V ___________J pa6"ent can 0e e@pected on ________ or, =udg"ent paid on _______________. _ Tria' =udg"ent 3as granted against patient. T%e case 3as c'osed. !'ease 'oo& to patient $or $urt%er pa6"ent. Sincere'6 4ours,
ights
eserved.
SAMPLE COLLECTION LETTERS

SMALL BALANCES DUE
. T%e a"ount invo'ved is so s"a'' t%at 3e do not 'i&e to 0ot%er 6ou 3it% need'ess correspondence, 6et "an6 suc% a"ounts run into a siEa0'e su" $or us. So 3on5t 6ou p'ease send us a c%ec& 06 return "ai' and 'et us c'ose t%is accountM 1. In c%ec&ing t%roug% our records, 3e $ind t%at t%ere is sti'' an unpaid 0a'ance o$ V _________ on 6our account since _________. T%is is no3 a 0it overdue and 3as pro0a0'6 over'oo&ed. 8i'' 6ou p'ease send us 6our pa6"ent c%ec& and e'i"inate t%is 'itt'e 0a'anceM 4ou5'' $ind a %and6 enve'ope enc'osed.
EASY REMINDER
. I rea'iEe t%at it %as pro0a0'6 0een an oversig%t t%at t%is account %as 0een a''o3ed to go so 'ong. 4our credit standing %as 0een e@ce''ent and I &no3 6ou 3ant to &eep it t%at 3a6. 4our c%ec& $or V _______ 3i'' %e'p to &eep 6our record c'ear. 1. I$ t%ere is an6 reason 3%6 t%e attac%ed state"ent s%ou'd not 0e paid, 3i'' 6ou 'et "e &no3 at onceM I$ not, I 3ou'd appreciate receiving 6our c%ec& 06 return "ai'. In an6 case, p'ease 'et "e %ear $ro" 6ou. I a" enc'osing a sta"ped, addressed enve'ope to co"e to "6 persona' attention. #. A'' doctors %ate to 3rite co''ection 'etters. T%e6 $ee' t%e6 oug%t to 0e spending t%eir ti"e %ea'ing t%e sic& rat%er t%an in co''ection o$ unpaid 0i''s. Let5s not ca'' t%is a co''ection 'etterJ it is =ust a $riend'6 note urging 6ou to pa6 at 'east part o$ t%e V_______ 6ou o3e "e. 8i'' 6ou stop in or "ai' a c%ec&M
ights
eserved.
MODERATE
. 8it% so"e regret, I "ust re"ind 6ou t%at 6our account o$ V_________ is sti'' unpaid. Let t%is act as a re"inder, 3on5t 6ouM I 3i'' 0e on t%e 'oo&out $or 6our c%ec&. 1. A state"ent o$ 6our account is enc'osed. !'ease notice t%at it is no3 past due. 8e 3i'' appreciate 6our re"ittance. #. 8e5re sure t%ere is so"e good reason 3%6 3e %aven5t %eard $ro" 6ou in response to our previous state"ents. I$ our enc'osed account is 3rong, 3e5'' 0e %app6 to correct it $or 6ou. I$ it5s correct, "a6 3e %ear $ro" 6ou soonM 2. 8e5re disappointed not to %ave %eard $ro" 6ou in response to our state"ents and our 'etter. At t%e sa"e ti"e, 3e &no3 t%at "edica' costs o$ten une@pected'6 strain t%e 0udget. !'ease 'et "e no3 during t%e ne@t $e3 da6s 3%en 6ou t%in& 6ou5'' 0e a0'e to ta&e care o$ t%e enc'osed account. (. In tr6ing not to press 6our overdue account, 3e5ve evident'6 $ai'ed to "a&e it c'ear t%at 3e e@pected $u'' pa6"ent 'ong 0e$ore no3. Muc% as 3e regret it, 3e 3i'' 0e co"pe''ed to resort to anot%er course o$ action i$ 3e do not %ear $ro" 6ou a0out t%e enc'osed state"ent.
STRONG
.e< Ba'ance V ________________ Dear ___________ , 4our 0a'ance s%o3n a0ove is no3 "ore t%an ____ da6s-"ont%s past due and %as 0een p'aced 3it% our de'inGuent accounts. 8e 0e'ieve t%at 6ou 3i'' 3ant to "aintain a $avora0'e credit standing at t%is o$$ice. For t%at reason 3e %ave e@tended ti"e $or pa6"ent to ________ da6s $ro" t%is date. Ho3ever, i$ 6ou %ave not paid t%e a"ount due in $u'' 06 t%en, 3e s%a'' ta&e t%e necessar6 'ega' steps to en$orce pa6"ent. A'' 'ega' costs 3i'' 0e added to 6our account.
ights
eserved.
DELIN0UENT LETTER
. In auditing Dr. ________5s accounts toda6, 3e noticed %e %asn5t received a pa6"ent $ro" 6ou since ____________, resu'ting in a past due 0a'ance o$ V _______. !ro"pt pa6"ent 3i'' 0e appreciated. I$ $u'' pa6"ent is not possi0'e at t%is ti"e, p'ease contact t%is o$$ice as soon as possi0'e a0out specia' arrange"ents. NOTE< A"ounts si@ "ont%s o'd s%ou'd 0e signed 06 t%e doctor5s accountant. ;et per"ission $ro" t%e accountant $irst.
BALANCES OVER LIMITS

. It %as 0eco"e necessar6 $or t%is o$$ice to esta0'is% a ne3 po'ic6 in regard to overdue accounts 3%ere t%e 0a'ance re"ains consistent'6 over V(B. Since 6our account at no ti"e %as gone 0e'o3 V _______ during t%e past severa' "ont%s, 3e "ust as& t%at a'' $uture visits 0e on a cas% 0asis unti' 6our 0a'ance %as reac%ed V_______. 8e sincere'6 regret %aving to ta&e suc% action and invite 6ou to ca'' us to $urt%er discuss t%e "atter, s%ou'd 6ou so desire. 1. 8%i'e going over t%e 'edger card t%is "ont%, I noticed 6our account %as a 0a'ance o$ "ore t%an V(B, 3%ic% represents an accu"u'ation o$ o$$ice visits over t%e past severa' "ont%s. A't%oug% pa6"ents %ave 0een "ade, it appears t%at c%arges eac% "ont% e@ceed t%e a"ount o$ "ont%'6 pa6"ents. T%is resu'ts in a %ig%er 0a'ance due eac% "ont%. Ma6 3e as& t%at 6ou send us 'arger and "ore regu'ar pa6"ents in order to &eep 6our 0a'ance at a "ore current statusM T%an& 6ou.
ights
eserved.
WHEN FILING IN SMALL CLAIMS COURT LETTER SENT BEFORE YOU FILE
Dear ___________ , 8e %ave 3ritten 6ou on severa' occasions, 3it%out success, as&ing in a $riend'6 3a6 t%at 6ou sett'e 6our 'ong past due account o$ V __________ . 8e "ust no3 noti$6 6ou t%at un'ess 3e receive a pa6"ent in $u'' 3it%in $ive C(D da6s, 3e s%a'' 0e co"pe''ed, "uc% against our desire, to turn 6our account over to t%e District Court in 6our count6. T%is is a =ust de0t, t%e correctness o$ 3%ic% 6ou %ave never disputed and 6ou no dou0t intend pa6ing it so"e da6, 0ut 3e cannot 3ait inde$inite'6. S%ou'd 6ou co"pe' us to adopt suc% a course, it "eans one o$ t3o t%ings< t%at 6ou eit%er pa6 t%e District Court or a''o3 t%e account to 0e p'aced in =udg"ent. Do 6ou $u''6 rea'iEe 3%at a =udg"ent "eansM It is a "atter o$ pu0'ic record 3%ic% in$or"s t%ose 3%o care to investigate t%at 6ou "ust 0e $orced 06 'ega' "et%ods to pa6 an %onest de0t. It not on'6 serious'6 a$$ects 6our credit standing, 0ut it is e@pensive. T%ere$ore in $airness to us and in =ustice to 6ourse'$, 6ou s%ou'd no 'onger neg'ect t%is i"portant "atter, 0ut 06 an i""ediate sett'e"ent, c'ear 6ourse'$ o$ t%is de0t and con$ir" our opinion o$ 6our %ig% standing. Sincere'6,
ights
eserved.
MOTIVATING PHRASES FOR TELEPHONE COLLECTING

. Have 6ou 3ritten t%e c%ec& $or t%e doctor 6etM 1. In order to &eep 6our account on a current 0asis, 3e 3i'' need to %ave 6our c%ec& in t%e o$$ice to post it t%is 3ee&. #. I %ave to go over t%e accounts 3it% t%e doctor on Frida6. I 3ou'd 'i&e to %ave 6our c%ec& posted 0e$ore t%en. 2. Our C!A reGuires t%at a'' accounts 0e &ept on a current 0asis. 4ou 3i'' need to get 6our c%ec& "ai'ed t%is a$ternoon. Ma6 I te'' %i" 6ou 3i''M (. 8e re$er a'' our accounts to our C!A on a "ont%'6 0asis. 4our c%ec& is overdueJ can 6ou "ai' it toda6M ). I$ t%e account re"ains unpaid, it 3i'' 0e re$erred to a co''ection agenc6. I$ 6ou don5t 3ant t%is to %appen, 6ou "ust "ai' t%e c%ec& no3. ,. T%e co''ection agenc6 pic&s up a'' our de'inGuent accounts t%is Frida6. I &no3 6ou don5t 3ant 6ours inc'uded. Can 6ou send so"eone in 3it% a c%ec& toda6M
COLLECTION TIPS
. T%e "et%od o$ receiving pa6"ent $or service, inc'uding insurance po'ic6, s%ou'd 0e c'ear'6 de'ineated to a'' patients. 1. Consistenc6 in po'ic6, especia''6 t%at o$ co''ecting cas%, is e@tre"e'6 i"portant. #. E"p'o6ees co''ecting cas% or doing overdue co''ections 3or& s%ou'd not 0e adverse to doing so. 2. Never 0adger or inti"idate a patient into pa6ing cas%J "ere'6 set t%e po'ic6 and educate t%e". (. Co''ection 'etters s%ou'd 0e 0rie$ and direct.
ights
eserved.
). T%e proper use o$ t%e te'ep%one 3%en dea'ing 3it% past due and de'inGuent accounts is o$ para"ount i"portance. ,. Fse a c%arge s'ip $or eac% patient visit 3it% a record o$ t%e c%arge $or da65s services p'us an6 previous 0a'ances due. :. Have t%e patient ta&e t%e c%arge s'ip to t%e appropriate sta$$ "e"0er. /. Don5t o$$er to send a 0i'' to t%e patient + rat%er sa6, ?4our previous 0a'ance, Mrs. .e6no'ds 3as V(B and toda65s c%arges are V1(, 6our tota' 0a'ance due is V,(.A T%en 3ait $or t%e patient5s response. B.8%en possi0'e, state t%e $ee 0e$ore t%e service is per$or"ed. . Don5t spend a 'ot o$ ti"e tr6ing to co''ect ?c%ic&en $eedA 0i''s. It on'6 costs 6ou "one6. 1. Bi''ing s%ou'd 0e sent on t%e sa"e da6 or da6s eac% "ont%. Consistenc6 is i"portant. #. So"e %ea't%care o$$ices are organiEed to send out state"ents 3it%in t%ree da6s o$ services rendered. 2. A /( percent co''ection ratio is ver6 good, 0ut it is a'so i"portant to &no3 t%e age o$ 6our accounts. 7er6 o'd accounts continue to cost 6ou "one6. (.Man6 accounts over si@ "ont%s o'd prove to 0e unco''ecti0'e. ). I"0a'ance in co''ections can "ar&ed'6 t%ro3 o$$ t%e over%ead ratio. ,. Co''ection percentages are an accurate indication o$ t%e degree to 3%ic% t%e patients are 0eing educated. :. .e"e"0er, as 'ong as private patients are seen and $ees $or natura' %ea't%care services are assigned, t%ere 3i'' 0e $ees outstanding. /. T%e secret o$ co''ecting $ees is si"p'6 AS> !EO!LE TO !A4. 1B. .e"e"0er + ne3 patients pa6 cas% on t%e $irst visit. 1 . T%e "ain advantage in s"a'' c'ai"s court is %aving t%e de0tor served. Man6 3i'' "a&e arrange"ents to pa6 3%en t%e6 rea'iEe 6ou are serious.
ights
eserved.
COLLECTION LETTERS
LETTER OF DEBT FORGIVENESS
Date Dear Mr. 9ones< 4ou %ave not "ade a pa6"ent on 6our account since ________. >no3ing 6ou persona''6, 3e rea'iEe t%at t%ere "ust 0e circu"stances un&no3n to us as to 3%6 t%is 0i'' %as not 0een paid. Due to t%ese unusua' circu"stances, 3e are re"oving 6our account $ro" our 0oo&s. I$ 3e can 0e o$ service in t%e $uture, p'ease do not %esitate to ca'' on us. Sincere'6, Dr. ____________
COLLECTION STEPS CHECKLIST

. In*o$$ice co''ection atte"pt 1. Ear'6 pa6"ent enve'ope #. First state"ent 2. Second state"ent + #B da6s 'ate, $irst past due notice Ceas6 re"inder 'ettersD (. First p%one ca'' + 2( da6s 'ate ). T%ird state"ent + )B da6s 'ate C"oderate 'ettersD ,. Doctor5s note + )( da6s 'ate :. Second p%one ca'' + ,B da6s 'ate /. Fourt% state"ent + /B da6s 'ate Cco''ection agenc6 3arningD
ights
eserved.
B. T%ird part6 'etter + BB da6s 'ate . T%ird part6 intervention + 1. S"a'' C'ai"s Court #. Dispose o$ account B da6s 'ate Cco''ection agenc6D
RECALL PROGRAM
_ A''
$or"er patients s%ou'd 0e ca''ed at 'east t3o ti"es a 6ear. %ave patient5s 'edger card in $ront o$ 6ou 3%en ca''ing. ta'& to an6one ot%er t%an t%e patient. 0e ti"id. 4our reca'' progra" 3i'' 0e success$u' 06 0eing $orce$u', $ir" in
_ A'3a6s _ Never _ Don5t
6our convictions, and 3it% urgenc6 in 6our voice, not 06 0eing do"ineering.
_ Ta'& _ I$
to t%e patient a0out %is or %er pro0'e".
t%e patient5s conditions are not 0ot%ering t%e", as& a0out t%eir genera' state
o$ %ea't% and i$ an6 ne3 pro0'e"s %ave arisen in t%e past $e3 6ears. I$ so"et%ing %as arisen, re'ate it to 3%at 3i'' %appen i$ not treated and %o3 6ou can serve t%e patient.
_ Co""unicate
to t%e patient t%at co"parative @*ra6s and e@a"inations to c%ec&
on potentia' pro0'e"s are essentia' $or a co"p'ete %ea't%care progra".

_ Have
t%e appoint"ent 0oo& in $ront o$ 6ou 3%en "a&ing ca''s so t%at a $ir"
appoint"ent can 0e "ade.

_ T%e
"ost i"portant $actor in "a&ing an appoint"ent is te''ing t%e patient 3%en goa' $or re*sc%edu'ing $or"er patients is si@ returning $or"er patients per
6ou 3ant to see t%e".

_ 4our
da6.
ights
eserved.
RECALL PROCEDURE
?He''o, ________________ . T%is is _____________ $ro" Dr. _________5s o$$ice. Dr. _____________ %as 0een going over 6our case %istor6 and %e-s%e 3anted to $ind out %o3 6ou are getting a'ong so %e can 0ring 6our records up to date. Do 6ou %ave a "inuteM ?T%e doctor as&ed "e to note %o3 6our origina' pro0'e"s are doing. !'ease te'' "e i$ t%e6 are Lgone,5 t%e Lsa"e5 as 3%en 6ou 'ast sa3 t%e doctor, Ls'ig%t'6 3orse,5 or L"uc% 3orse5 as I read t%e" to 6ou.A C.EAD THE LIST OF S4M!TOMS AND MA>E NOTES AS TO .ES!ONSE. AS> IF THE.E A.E AN4 NE8 HEALTH !.OBLEMS.D IF THE !ATIENT FEELS 8ELL, HAS !.OBLEMS .ETF.NIN;, O. A COM!LETEL4 NE8 !.OBLEM, MA>E A NOTIFICATION IN THEI. FILE. ?T%e doctor 3anted "e to 'et 6ou &no3 t%at %e-s%e 3ou'd 'i&e 6ou to %ave a co"p'i"entar6 c%ec&*up to see %o3 6our spine is "aintaining itse'$. T%e e@a"ination 3i'' inc'ude p%6sica' and ort%opedic tests, as 3e'' as a $o''o3*up visit to discuss 6our resu'ts 3it% t%e doctor. It 3i'' not invo've @*ra6s and is o$ no cost to 6ou. 8ou'd an a$ternoon or evening appoint"ent 0e 0etterMA C8HEN 8.ITIN; IN BOO>, COLO. CODE TO INDICATE .E*CALL. ALSO, INFO.M DOCTO. AS TO !ATIENT .ETF.NIN; 7IA .ECALL !.OCEDF.ES.D
NEGATIVE PATIENT
I$ t%e patient5s tone is negative or i$ t%e6 do not 3ant to cooperate, t%an& t%e" $or t%eir ti"e. A$ter 6ou %ang up, "a&e a note in t%eir card not to ca'' t%e" again. To 0e $i'ed in a L;ONE5 Cgross*over*reaction*needs*encourage"entD FILE.
FEELING FINE
?8onder$u'W3e %oped to %ear t%at. Has an6t%ing ot%er t%an 6our origina' condition
ights
eserved.
IF 4ES< TELL THEM HO8 THE DOCTO. CAN T.EAT THEM AND OFFE. TO MA>E AN A!!OINTMENT FO. AN ENAM. IF NO< ?;reat. T%e doctor 3anted "e to 'et 6ou &no3 t%at %e 3ou'd 'i&e 6ou to %ave a co"p'i"entar6 c%ec&*up to see %o3 6our spine is "aintaining itse'$. T%e e@a" 3i'' inc'ude p%6sica' and ort%opedic tests 3it% a $o''o3*up visit to go over t%e resu'ts. It 3i'' not invo've @* ra6s and is o$ no cost to 6ou. 8ou'd an a$ternoon or evening appoint"ent 0e 0etter $or 6ouMA
IF PATIENT DOES NOT WANT AN E$AM* SAY:

?T%at5s $ine. T%e doctor 3ants 6ou to &no3 t%at i$ 3e can 0e o$ service to 6ou or 6our $a"i'6 and $riends, =ust 'et us &no3. 8e 3i'' 0e c%ec&ing 3it% 6ou $ro" ti"e to ti"e in order to &eep 6our records up*to*date.A
IF THE PATIENT IS NOT FEELING FINE* SAY:

?T%at5s one reason 3%6 t%e doctor 3anted "e to ca''. S6"pto"s can recur. He-s%e 3anted "e to 'et 6ou &no3 t%at 6ou s%ou'd %ave a co"p'i"entar6 e@a" in order to discover 3%at is %appening 3it% 6our %ea't%. 8ou'd an a$ternoon or evening appoint"ent 0e 0etter $or 6ouMA
ights
eserved.
INACTIVE PATIENTS REACTIVATION PHONE FOLLOW UP TO MAILING

OA< He''o, is ____________ t%ereM F.!. CFor"er !atientD< 4es, t%is is ___________ . OA< Do 6ou %ave a "inute to spea&M F.!.< 4es, I do. OA< T%e reason I a" ca''ing is to see i$ 6ou received t%e invitation 3e sent 6ou to receive a c%ec&*up and ad=ust"ent at no c%arge. F.!.< 4es, I did "or ,o3 + did not%! OA< 8e'', 'et "e e@p'ain 3%at 3e are doing. T%e doctor %as set aside ti"e t%roug%out t%e 3ee& o$ ________ to %e'p a'' o$ %is $or"er patients "a&e sure t%e6 sta6 as %ea't%6 as possi0'e. T%e doctor is o$$ering our $or"er patients a c%ec& up, ad=ust"ent and consu'tation at no c%arge. 8e are 0ringing our records up to date and 3e 3ant to %e'p 6ou to sta6 as %ea't%6 as possi0'e $or t%e upco"ing 6ear. T%e c%ec&*up, ad=ust"ent and consu'tation 3ou'd nor"a''6 cost _____ and are 0eing o$$ered to 6ou at no c%arge $or t%e 3ee& o$ ________ on'6. Can 3e "a&e 6ou an appoint"entM F.!.< No, not at t%is ti"e. OA< 8ou'd 6ou "ind "e as&ing i$ t%ere is an6 pro0'e" or upset 6ou %ave %ad 3it% our o$$iceM F.!.< 4es. "E4plains upset 5 O. handles upset and then attempts to schedule patient!% No, =ust too 0us6, $ee'ing great, no need, etc. OA< "+f no% 8ou'd 6ou "ind "6 0ringing 6our records up to date over t%e p%one 06 as&ing 6ou a $e3 GuestionsM F.!.< No, t%at 3ou'd 0e $ine. OA< O&a6. In t%e past 6our "a=or pro0'e" 3as ________. Ho3 is t%e pro0'e"
ights
eserved.
doing no3M 4ou a'so %ad a pro0'e" 3it% ________ . Ho3 is t%at doingM Are t%ere an6 ne3 pro0'e"sM "+f there are new problems or if old problems are acting up3 the O. continues!% And %o3 'ong %ave 6ou %ad t%ese s6"pto"sM Ho3 o$ten does it 0ot%er 6ouM 8%en t%e s6"pto"s are at t%eir 3orst, %o3 does it $ee'M Does it inter$ere 3it% 6our 3or&, %ouse%o'd duties, socia' 'i$eM "+f yes response to any of the above% Based on t%e $act t%at 6ou are %aving ne3 s6"pto"s I 3ou'd strong'6 suggest t%at 6ou co"e in $or t%is c%ec&*up. Can I get 6ou to c%ange 6our "ind and "a&e an appoint"entM
TRAVEL CARD/PATIENT FOLDER

BOOKKEEPING SECTION
. 8it% a cas% or cas%*pa6ing patient 3it% insurance, it is a'3a6s t%e responsi0i'it6 o$ t%e patient to pa6 t%e 0i''. T%e 0a'ance is 'isted under t%e !atient Ba'ance co'u"n. 1. Insurance assign"ent + 8e %ave agreed t%at t%e patient pa6s t%e percentage t%at t%e insurance co"pan6 does not cover. For e@a"p'e, insurance covers :BU, so t%e patient pa6s 1BU. Ma&e sure t%at 6ou p'ace t%e percentages in t%e proper co'u"ns. E@a"p'e< !atient visit V2B.BB !at. V:.BB Ins. V#1.BB As 6ou 3i'' notice, t%is 0a'ances< V2B in service, V2B in c%arges. #. No Fau't + 8or&ers5 Co"pensation< Be sure to c%arge t%e current rates. It is a'3a6s t%e insurance co"pan65s responsi0i'it6 to pa6, t%ere$ore t%e a"ount due goes under t%e insurance co'u"n.
ights
eserved.
ACCOUNTS RECEIVABLE AGING AND ANALYSIS REPORT

It is essentia' $or t%e success o$ a practice t%at proper records are &ept. In so"e o$$ices, on'6 t%e doctor or t%e O$$ice Manager %and'e t%e practice 0oo&&eeping records. Nevert%e'ess, it is vita' t%at t%e Accounts .eceiva0'e $i'e 0e &ept up to date. T%e $o''o3ing 3i'' assist t%e aging and ana'6sis o$ Accounts .eceiva0'e<
SUGGESTED MATERIALS NEEDED

. B co'u"n pad t%at is #*%o'e punc%ed 1. #*ring 0inder
CATEGORY TITLES:
. #B da6s ). Insurance, HMO, !!O 1. )B da6s ,. 8or&ers5 Co"pensation #. /B da6s :. !ersona' In=ur6 2. 1B da6s /. Medicare (. Cas% B. Medicaid Botto" 'ine is t%e su0tota' on a'' co'u"ns.
PERSONAL INJURY CONTROL LEDGER

CATEGORY TITLES:
. Date o$ accident 1. Date o$ st visit #. Lien $or" signed and sent CdateD 2. Lien $or" returned CdateD (. Narrative .eport sent ). Narrative Fee paid
ights
eserved.
,. Insurance Co"pan6 :. Attorne65s Na"e /. Tota' Ba'ance B. Case Sett'ed CdateD
RECAPITULATION -GRAND TOTALS.

C CCas%D V _____________ #B Da6s V ________ I CInsuranceD V _____________ )B Da6s V ________ 8C C8or&ers5 Co"pensationD V _____________ /B Da6s V ________ !I C!ersona' In=ur6D V _____________ 1B Da6s V ________ MC CMedicareD V _____________ MD CMedicaidD V _____________ TOTAL ACCOFNTS .ECEI7ABLE V __________
CONTROL:
A. .un t3o adding "ac%ine tapes. B. I$ t%e6 0a'ance, 6ou %ave t%e outstanding receiva0'es a"ount to post in 'edger to give a continuing contro'. C. I$ t%e6 do not 0a'ance, continue to run a tape unti' 6ou %ave t3o "atc%ingtapes.
AGING:
A. ;o t%roug% 'edger cards and 'ist< . #B*da6 accounts and a"ounts 1. )B*da6 accounts and a"ounts
ights
eserved.
#. /B*da6 accounts and a"ounts 2. 1B*da6 accounts and a"ounts B. Tota' eac%< #B*da6, )B*da6, /B*da6, 1B*da6. C. !'ace on 'edger s%eet and use $or co''ection.
ANALYSIS
A. In eac% co'u"n CC, I, !I, 8C, MC, MDD, p'ace a"ount outstanding in regard to patient 'isted. B. Tota' eac% co'u"n. C. Tota' co'u"ns toget%er.
RESULTS
TOTAL ACCOFNTS .ECEI7ABLE.
ights
eserved.
TIME STUDY
PURPOSE
To 0e a0'e to deter"ine %o3 "uc% ti"e is needed $or t%e various procedures used in 6our o$$ice. T%is 3i'' ena0'e 6ou to proper'6 sc%edu'e t%e ti"e in 6our appoint"ent 0oo&.
HOW TO USE
. Do t%e ti"e stud6 on a da6 3%en t%e doctor is una3are t%at 6ou are c%arting %is ti"e. 1. List t%e patient5s na"e and t%e ti"e t%e6 ca"e into t%e o$$ice, 3%en t%e6 3ent to t%e ad=usting roo", and t%e ti"e t%e6 ca"e out. For e@a"p'e< Mrs. 9ones B<BB B< (**** B<#B ( "ins. T%is trans'ates as< Mrs. 9ones ca"e to our o$$ice $or a B<BB A.M. appoint"ent, 3as ta&en to t%e ad=ust"ent roo" at B< (. S%e reported 0ac& to t%e $ront des& at B<#B. No t%erap6. Ti"e roo" 3as in use< ( "inutes. Do t%is ti"e ana'6sis $or a'' t%e patients $or t%e da6. #. At t%e end o$ t%e da6, 6ou 3i'' %ave a prett6 good idea o$ =ust %o3 'ong t%e doctor ta&es 3it% various procedures. Ta&e t%e average ti"es $or eac% procedure. T%at 3i'' te'' 6ou =ust %o3 to sc%edu'e 6our appoint"ent 0oo&. For e@a"p'e< Ad=ust"ent on'6 ( "inutes Ad=ust"ent and T%erap6 1( "inutes Ne3 !atient st da6 2( "inutes Ne3 !atient .eport #B "inutes .e*e@a" 1B "inutes
ights
eserved.
2. I$ 6ou $ind t%at 6ou are running 0e%ind too o$ten, do anot%er ti"e stud6. 4ou "a6 %ave to re* eva'uate 6our sc%edu'ing.
INSURANCE RULES
. Bi'' s"a'' a"ountsJ 0i'' at 'east "ont%'6 and i$ possi0'e, 06 t%e 3ee&. 1. Have t%e diagnosis t%at corre'ates 3it% 6our treat"ent. #. Bring to t%e Doctor5s i""ediate attention an6 ti"e t%ere is a treat"ent procedure t%at t%e current diagnosis does not support. 2. C%ange t%e diagnosis $ro" acute to c%ronic i$ treat"ent e@tends past t%ree "ont%s. (. Do not use t%e 3ord ?su0'u@ationA 0ut rat%er ?neurospina' co"pression s6ndro"e.A "(or Chiropractors! Other natural healthcare offices should determine the appropriate terminology for billing insurance! Contact your 0SE consultant for assistance!% ). I$ 6ou @*ra6 t%ree areas o$ t%e 0od6, t%ere s%ou'd 0e t%ree diagnosesJ i$ not separate diagnoses, t%en use ?suspected.A ,. I$ 6ou %ave an associate doctor practice, insurance $or"s are signed, ?Dr. David Singer, Corporative .epresentative.A :. In cases o$ accidents, AL8A4S get a 'ien $or" signed. /. Have t%e attorne6 pa6 IN AD7ANCE $or narratives. B. Have Assign"ent o$ Bene$its For" t%at gives 6ou t%e rig%t to %ave pa6"ents co"e direct'6 to 6ou. . Create an insurance diar6 t%at docu"ents 3%o pa6s $or 3%at. 1. >eep a 'ist o$ 'ien $or"s 6ou %ave "ai'ed out. #. T%e $irst 0i'' sent to 8or&ers5 Co"pensation s%ou'd not e@ceed V (BJ t%e $irst 0i'' to !I! s%ou'd not e@ceed V#( to V#,(. 2. Costs $or e@a"inations s%ou'd not e@ceed one*t%ird o$ t%e tota' care. (. 8%en patient is re*in=ured, a re*e@a"ination and re*diagnosis are reGuired.
ights
eserved.
NARRATIVE REPORT FEE

To< ________________________________ Date< ______________________________ .E< _______________________________ Dear Sir, 8e %ave received 6our reGuest $or a narrative report on 6our c'ient and our patient, ___________. Be$ore 3e can supp'6 t%e in$or"ation t%at 6ou reGuire, p'ease 0e advised t%at t%ere is a $ee o$ V1BB.BB $or t%e narrative, pa6a0'e in advance. 8e a'so reGuire a signed re'ease $ro" 6our c'ient, i$ t%at %as not a'read6 0een sent to us, as 3e'' as t%e enc'osed 'ien $or" 3it% t%e patient5s signature and 6ours. 8e %ave %ad co''ection pro0'e"s 3it% regard to 'ega' cases in t%e past, and t%is 3i'' protect t%e doctor5s 0i'', s%ou'd t%e insurance co"pan6 $ai' to pa6 an6 outstanding 0i'' 3it% us. !'ease send us t%is in$or"ation as soon as possi0'e so 3e "a6 co"p'6 3it% 6our 3is%es in t%is "atter. 7er6 Tru'6 4ours,
DESCRIBE CLAIMANT S PRESENT CONDITION: REMARKS OR PROGNOSIS -SAMPLES.

. C'ai"ant is "a&ing satis$actor6 progress 0ut sti'' %as inter"ittent e@acer0ations o$ pain and disco"$ort and reGuires treat"ent. 1. C'ai"ant is 3or&ing ever6 da6 0ut is sti'' %aving pain and disco"$ort and needs treat"ent. #. C'ai"ant is 3or&ing ever6 da6 0ut reGuires treat"ent to re"ain sta0'e and a0'e to 3or&. 2. C'ai"ant %as recurrence o$ Cs6"pto"sD 0ut is no3 progressing satis$actori'6 again.
ights
eserved.
(. C'ai"ant5s condition is sta0'e under treat"ent. ). C'ai"ant is 3or&ing dai'6 0ut sti'' e@periences inter"ittent e@acer0ation o$ disco"$ort due to %is in=ur6 and reGuires treat"ent. ,. C'ai"ant is 3or&ingJ %as periodic disco"$ort in _________ area and sti'' reGuires treat"ent. :. C'ai"ant is 3or&ing ever6 da6 0ut sti'' e@periences 0ac& pain due to t%e residua' e$$ects o$ t%e per"anent partia' disa0i'it6 and reGuires treat"ent. /. C'ai"ant is 3or&ing ever6 da6 0ut sti'' e@periences nec& pain due to residua' e$$ect o$ t%e per"anent partia' disa0i'it6 and reGuires treat"ent. B. C'ai"ant is no3 $ree o$ Cs6"pto"sD and no 'onger reGuires treat"ent. . T%e C'ai"ant sti'' co"p'ains o$ sti$$ness and pain at ti"es o$ p%6sica' and e"otiona' stress, and, t%ere$ore, it is "6 opinion t%at t%e c'ai"ant %as a per"anent partia' disa0i'it6. 1. T%e C'ai"ant is no 'onger under corrective careJ %o3ever, since pain and sti$$ness "a6 recur, t%e c'ai"ant %as 0een instructed to return to our o$$ices 3%enever necessar6. #. ;uarded.
ights
eserved.
AUTHORI/ATION AND ASSIGNMENT

In consideration o$ 6our underta&ing to treat "e, I agree to t%e $o''o3ing< . 4ou are aut%oriEed to re'ease an6 in$or"ation 6ou dee" appropriate concerning "6 p%6sica' condition to an6 insurance co"pan6, attorne6 or ad=uster in order to process an6 c'ai" $or rei"0urse"ent o$ c%arges incurred 06 "e. 1. I aut%oriEe t%e direct pa6"ent to 6ou o$ an6 su" I no3 or %erea$ter o3e 6ou 06 "6 attorne6 out o$ t%e proceeds o$ an6 sett'e"ent o$ "6 case, and 06 an6 insurance co"pan6 o0'igated to rei"0urse "e $or t%e c%arges $or 6our services or ot%er3ise o0'igated to "a&e pa6"ent to "e or 6ou 0ased in 3%o'e or in part upon t%e c%arges "ade $or 6our services. #. In t%e event an6 insurance co"pan6 o0'igated 06 contractua' agree"ent to "a&e pa6"ent to "e or to 6ou $or t%e c%arges "ade $or 6our services, re$uses to "a&e suc% pa6"ent upon de"and 06 6ou, I %ere06 assign and trans$er to 6ou t%e cause o$ action t%at e@ists in "6 $avor against an6 suc% co"pan6 Ct%e pertinent data 0e'o3D and aut%oriEe 6ou to prosecute said action eit%er in "6 na"e or 6our na"e as 6ou see $it and $urt%er aut%oriEe 6ou to co"pro"ise, sett'e or ot%er3ise reso've said c'ai" as 6ou see $it. Ho3ever, it is understood t%at unti' a'' reasona0'e e$$orts %ave 0een "ade to co''ect t%e su"s due $ro" t%e insurance co"pan6 Cor co"paniesD contractua''6 o0'igated, 6ou 3i'' re$rain $ro" atte"pts and e$$orts to co''ect t%e a"ounts o3ed direct'6 $ro" "e. I understand t%at 3%atever a"ounts 6ou do not co''ect $ro" insurance proceeds C3%et%er it 0e a'' or part o$ 3%at is dueD, I persona''6 o3e 6ou. Date _________________________ Signed ________________________________
ights
eserved.
WORKERS COMPENSATION FORM

As& $or 8or&ers5 Co"pensation Secretar6< Na"e< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ !osition< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Date< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Ti"e< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ !atient< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Fi'e No.< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Ins. Co.< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Address< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Ad=uster< _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
TELEPHONE AUTHORI/ATION
Mrs. Bro3n, t%is is Mrs. Crain at Dr._________5s o$$ice. 8e %ave a patient 3%o %as reported to our o$$ice $or e@a"ination and treat"ent due to an in=ur6 on t%e =o0. He-s%e states t%at 6ou are %is e"p'o6er. I need veri$ication o$ t%is and t%e na"e o$ 6our insurance carrier. C!ause $or ans3er.D T%an& 6ou ver6 "uc%, Mrs. Bro3n. T%is co"p'etes our records $or no3.
ights
eserved.
WORKERS COMPENSATION
8%en a 3or&er is in=ured on t%e =o0 and reports suc% in=ur6 to %is-%er e"p'o6er 3it%in 12 %ours, s%e-%e is covered under t%e co"pan65s 8or&ers5 Co"pensation Coverage. Man6 e"p'o6ers reGuire t%eir e"p'o6ees t%us in=ured to 0e treated 06 t%e co"pan6 doctor, and in t%is case, 6ou 3i'' not 0e paid $or an6 treat"ent 6ou render. In rare cases suc% as an e"ergenc6, one visit 3i'' 0e %onored. To avoid "isunderstandings, %ave t%e patient get a ?Co"pensation Aut%oriEationA signed 06 t%e e"p'o6er. T%is gives t%e e"p'o6ee per"ission to receive care $ro" 6ou. Ca'' t%e e"p'o6er and report t%e care, 3%enever possi0'e 0e$ore treating t%e patient. Be certain to 3rite do3n t%e co"pan6 na"e, address, na"e o$ person 6ou spo&e 3it% on t%e p%one C3it% t%at person5s tit'eD, t%e date and ti"e. T%ere are usua''6 t3o parts to t%e Co"pensation C'ai"< t%e !re'i"inar6 .eport and t%e Fina' .eport and 0i''. 8e "a&e it our po'ic6 to send a 0i'' 3it% t%e !re'i"inar6 .eport. T%is speeds pa6"ent and, i$ t%ere is going to 0e a pro0'e", 6ou 3i'' receive notice.
ights
eserved.
COVER LETTER TO ATTORNEY WITH LIEN FORM

Na"e o$ Attorne6 Address .E< !atient5s Na"e Dear ___________________ , It is our understanding t%at 6ou are processing a case $or in=ur6 to t%e a0ove*na"ed person. 4ou are pro0a0'6 a3are t%at in connection 3it% t%ose in=uries, 3e %ave rendered services and %ave an outstanding 0i'' o$ V _________ at t%is ti"e. 8ou'd 6ou &ind'6 advise us o$ t%e status o$ t%e case 6ou are %and'ingM 8e %ave 0een pro"ised 06 our patient, 6our c'ient, t%at 3e 3i'' 0e paid 06 6ou out o$ t%e proceeds o$ t%e case. 8e do not "ind 3aiting, 0ut 3e 3ou'd 'i&e to 0e &ept advised o$ t%e progress o$ t%e "atter to3ard $ina' sett'e"ent In order to protect our interests, p'ease sign t%e attac%ed doctor5s 'ien $or". T%an& 6ou. Sincere'6 6ours,
ights
eserved.
LAWSUITS
Cases in 3%ic% a patient is suing a person or a co"pan6 $or in=uries sustained due to neg'igence is a 'a3suit. I$ t%e6 $a'' in a store, $or e@a"p'e, t%e store 3i'' usua''6 pa6 $or t%eir "edica' e@penses $or a period o$ ti"e. In "ost ot%er cases, 6ou 3i'' not receive pa6"ent unti' t%e case is sett'ed, and t%at can 0e 6ears 'ater. A'so, i$ 6our patient 'oses t%e case, 6ou "a6 not 0e paid at a''K 4ou "a6 3ant to %ave t%is t6pe o$ patient pa6 cas% eac% visit or 6ou "a6 3ant to 0i'' %is-%er "a=or "edica' carrier. T%e6 3ou'd t%en &eep t%e "one6 once t%e 'a3suit 3as sett'ed. S%ou'd 6ou decide to 3ait to 0e paid unti' t%e case is sett'ed, %ave t%e patient and %is-%er attorne6 sign a Doctor5s Lien For". S%ou'd 6ou %ave to sue 'ater $or pa6"ent o$ 6our 0i'', t%is can 0e used as evidence on 6our 0e%a'$.
TERMINATION NOTICE OR REFUSAL

8%en 6ou receive notice t%at pa6"ent on 6our 0i''ings %ave 0een re$used or ter"inated 06 t%e insurance co"pan6, contact 6our patient i""ediate'6 and set up an a'ternative pa6"ent agree"ent. I$ 6ou disagree 3it% a ter"ination $ro" insurance, 6ou can reGuest t%at t%e insurance co"pan6 su0"it t%e case to a !eer .evie3 Co""ittee 3%o 3i'' revie3 t%e case and course o$ treat"ent. T%e6 3i'' t%en "a&e a decision on 3%et%er continued care is =usti$ied. T%is reGuest "ust 0e "ade in 3riting to t%e insurance carrier and sent not "ore t%an C#BD da6s $ro" receipt o$ ter"ination notice.
ights
eserved.
ACKNOWLEDGEMENT AND UNDERSTANDING

I %ere06 ac&no3'edge t%at I a" receiving Cor a0out to receiveD %ea't%care services at t%e ___________ O$$ices, and t%at I %ave 0een advised t%at t%e doctorCsD providing t%e services is CareD 3i''ing to 3ait $or pa6"ent $or t%ese services, provided t%at t%ere continues to 0e reasona0'e certaint6 t%at pa6"ent 3i'' 0e "ade eit%er 06 insurance proceeds or out o$ t%e sett'e"ent o$ a 'ia0i'it6. I understand t%at i$ it is deter"ined eit%er< . T%at t%ere is no insurance co"pan6 o0'igated to pa6 $or t%ese services, or i$ t%e insurance co"pan6 invo'ved re$uses to ac&no3'edge an assign"ent to t%e doctorCsD or "a&e ot%er provisions $or t%e protection o$ t%e interest o$ t%e doctorCsDJ or 1. I$ a 'ia0i'it6 c'ai" e@ists, and "6 attorne6 re$uses to agree to protect t%e interest o$ t%e doctorCsD, or I %ave not engaged t%e services o$ an attorne6, t%en pa6"ent $or services rendered 06 t%e doctorCsD at t%e ___________ O$$ices 3i'' 0e "ade 06 "e on a current 0asis and "6 0i'' 3i'' 0e paid in $u'' as soon as "6 'ia0i'it6 c'ai" is sett'ed or t%e passage o$ t%ree "ont%s $ro" "6 'ast treat"ent, 3%ic%ever occurs $irst. Dated t%e ___________ da6 o$ ______________ , /___ !atient5s Signature _______________________ 8itness __________________________
ights
eserved.
PATIENT NOTIFICATION FOR ALTERNATIVE PAYMENT -NATIONAL CHARGE SYSTEM.

-U1e Yo23 Lette34e56. Dear !atient, 8e %ave recent'6 "ade a c%ange in credit ter"s and 3ant to "a&e 6ou a3are o$ t%is c%ange. In order to serve 6ou 3it% an e$$icient, "anagea0'e c%arge account, 3e %ave e'ected to use __________CCo"e@D, a Nationa' C%arge S6ste" t%at can 0e used to c%arge 6our "edica' 0i''s. CCo"e@D 3i'' on'6 0e sending 6ou a state"ent $or t%e c%arge transactions. A'' cas% transactions 3i'' 0e %and'ed 06 t%is o$$ice as 0e$ore. As 6ou &no3, 3e reGuire a certain portion o$ 6our 0i'' to 0e paid eac% "ont%. Ho3ever, since 6ou %ave not &ept 6our account current 3it% us, 6ou "a6 e'ect to use CCo"e@D. CCo"e@D 3i'' 3or& 'i&e a Master Card or 7isa or depart"ent store c%arge account. T%is 3i'' give 6ou t%e opportunit6 to "a&e "ini"u" pa6"ents and 3i'' t%ere$ore "a&e 6our account "ore "anagea0'e. T%ese optiona' ter"s are printed on t%e enc'osed c%arge tic&et. I$ 6ou 3ant to ta&e advantage o$ t%e ne3 c%arge ter"s, 6ou "ust SI;N and .ETF.N t%e c%arge tic&et to t%e o$$ice. C!'ease 0e sure to inc'ude 6our socia' securit6 nu"0er since t%is 3i'' 0eco"e 6our CCo"e@D nu"0er.D I$ 6ou do not 3is% to ta&e advantage o$ t%ese ne3 c%arge ter"s, t%en a'' outstanding c%arges are due at t%is ti"e. I$ 6ou e'ect to use t%is ne3 c%arge s6ste", 6ou 3i'' 0e receiving a'' $uture state"ents $ro" CCo"e@D. !'ease pa6 $ro" t%at state"ent to CCo"e@D. I &no3 t%is 3i'' %e'p 6ou to "ore easi'6 pa6 6our 0i''s. As a'3a6s, 3e tr6 to i"prove our service to 6ou. Sincere'6,
ights
eserved.
-Lette3 7o3 85t9e:t1 ;4o 45<e =o>>e=te6 9:1235:=e ?o:9e1 t45t 14o2>6 45<e =o?e to @o2 Ae=521e t4e 9:1235:=e =o?85:@ 8596 t4e 85t9e:t 693e=t>@". Dear Mr. _____________ , 4our 0i'' 3it% us in t%e a"ount o$ V __________ , dated _______________ , is sti'' unpaid. Be$ore c'osing our $i'e on t%is, 6ou s%ou'd &no3 t%e $o''o3ing< . Since 6ou %ave not paid t%is 0i'', it is not a deducti0'e "edica' e@pense on 6our ta@ return. 1. T%e Interna' .evenue Service 3i'' consider an6 pa6"ent 6ou received $ro" t%e insurance co"pan6 as reporta0'e inco"e rat%er t%an rei"0urse"ent $or "edica' e@penses. I$ t%e I.S s%ou'd audit 6our return, 3e 3i'' 0e reGuired to su0stantiate t%e unco''ected a"ount. 8e are c'osing 6our $i'e on ____________. !a6"ent in $u'' 0e$ore t%at date 3i'' e'i"inate t%e pro0'e". Sincere'6,
ights
eserved.
PATIENT NOTIFICATION OF INSURANCE FUNDS DUE

O FFICE! OLIC4M ANFAL
TERMINATION
To 8%o" It Ma6 Concern< !'ease 0e advised t%at Mr. 8i''ia" 9one5s disa0i'it6 status %as 0een discontinued as o$ toda65s date. Mr. 9ones %as not cooperated 3it% t%e doctor5s reGuests and %as not &ept an6 o$ %is sc%edu'ed appoint"ents. His $ai'ure to do so indicates %is desire to "a'inger, 3%ic% auto"atica''6 cance's %is disa0i'it6. I$ 6ou %ave an6 Guestions regarding %is condition, p'ease $ee' $ree to contact "e. Sincere'6,
WORKERS COMPENSATION TERMINATION OF CARE

-Lette3 to P5t9e:t. Dear Mrs. ____________ , It is "6 opinion t%at as o$ Ma6 :, ///, 6our condition reac%ed a pre*in=ur6 status. !'ease re$er to our 'etter o$ Apri' ), ///, 3%erein 3e e@p'ained t%e responsi0i'ities o$ 6our insurance carrier. It is a'so true t%at 6our prior %istor6 and $indings resu'ted in t%e predisposition and aggravation o$ 6our accident o$ Apri' 1, ///. Additiona' care is reGuired to co"p'ete correction o$ 6our pro0'e" and to discourage $uture aggravation and distress. 8e are sure t%at 6ou 3i'' 3ant to continue t%e e@ce''ent progress t%at 6ou %ave a'read6 "ade. At t%is ti"e 3e 3i'' 0egin to 0i'' 6our o3n group insurance po'ic6. I$ 6ou %ave an6 Guestions, p'ease $ee' $ree to contact us at an6 ti"e. It is a p'easure to serve 6ou. 7er6 Tru'6 4ours,
ights
eserved.
LETTER TO PRIVATE INSURANCE COMPANY

-Re: P5@9:B 7o3 ?e69=5> eC8e:1e1 9:=233e6 o: 9:D23@ 1t5t21* A2t >95A9>9t@ 6e:9e6 A@ e?8>o@e3 o3 491 9:1235:=e =o?85:@". Insurance Co"pan6 Na"e and Address .e< Mr. 9a"es L. S"it% Dear Sirs< T%is 'etter is in response to 6our correspondence 3%ic% is dated _______________ in 3%ic% 6ou %ave denied pa6"ent $or "edica' services $or 6our insured, Mr. S"it%. 4our grounds $or denia' are t%at t%e in=ur6 is 3or&*re'ated. Mr. S"it%5s e"p'o6er, Mr. 9ones and %is insurance carrier %ave denied an6 'ia0i'it6 $or t%is c'ai", so Mr. 9ones %as $i'ed t%e appropriate appea's 3it% t%e Division o$ Industria' Accidents and t%e 8or&ers5 Co"pensation Appea's Board. Fnti' t%is disputed "atter is reso'ved, 6ou, as t%e "edica' and %ea't% insurance carrier, are reGuired B4 LA8 to pa6 t%ese 'egiti"ate c%arges. As re$erence to t%e precedent, 3e re$er 6ou to t%e Supre"e Court decision o$ Si'0erg vs. T%e Ca'i$ornia Li$e Insurance Co"pan6. C#/ CCC /2,D T%an& 6ou ver6 "uc% $or 6our pro"pt attention to t%is "atter. Sincere'6,
ights
eserved.
USUAL AND CUSTOMARY

Insurance Co"pan6 Na"e and Address Dear Sirs< Mrs. 9o%nson %as 0roug%t to "6 attention a cop6 o$ 6our denia' o$ %er c'ai", and I %ave enc'osed a cop6 o$ 6our revie3. 4our denia' is 0ased upon ?custo"ar6 nu"0er o$ treat"ents.A I 3ou'd appreciate ver6 "uc% $or 6ou to send "e a cop6 o$ 6our ?custo"ar6 nu"0er o$ treat"entsA sc%edu'e $or t%e diagnosis o$ a ?'u"0osacra' interverte0ra' s6ndro"e.A I 3ou'd a'so 'i&e to %ave t%e na"e or na"es o$ t%e peop'e 3%o 3ere responsi0'e $or creating t%is treat"ent $reGuenc6 sc%edu'e. Even t%e conservative guide'ines $o''o3ed 06 t%e 8or&ers5 Co"pensation progra" in Ca'i$ornia states t%at ?during t%e $irst "ont% o$ an acute condition, si@teen o$$ice visits are a''o3edJ during t%e second "ont%, t3e've o$$ice visitsJ and during t%e t%ird "ont%, eig%t o$$ice visits are a''o3ed. C%ronic conditions are a''o3ed $our o$$ice visits per "ont%. CA$ter t%e $ourt% "ont%, an acute case 3i'' 0e assu"ed to %ave entered a Lc%ronic5 p%ase and 3i'' 0e %and'ed as suc% un'ess supp'e"enta' in$or"ation is supp'ied.DA T%ere$ore, Mrs. 9o%nson is active'6 under care in "6 o$$ice $or a condition t%at is 3it%in "6 specia't6, 3%ic% is covered under 6our po'ic6. I %ave used o0=ective e@a"inations and radiograp%ic studies to deter"ine t%e treat"ent t%at is reGuired $or t%is patient5s condition. As o$ o$ t%is date, 6ou %ave not revie3ed t%is o0=ective in$or"ation, and I o0=ect to 6our diagnosis in t%e care o$ "6 patient. Mrs. 9o%nson %as 0een "ade a3are t%at 6ou are diagnosing %er 3it%out rationa' veri$ication t%us den6ing %er insurance coverage. I a3ait 6our rep'6, a'ong 3it% 6our ?custo"ar6 nu"0er o$ treat"entsA sc%edu'e. Sincere'6,
ights
eserved.
USUAL AND CUSTOMARY

To 8%o" It Ma6 Concern< I %ave received 6our 'etter o$ Ma6 (, ///, and it is "6 opinion t%at 6our state"ent t%at "6 c%arges are ?unreasona0'eA is tota''6 unsupported. I pride "6se'$ in 0eing versed in insurance "atters and %ave spent considera0'e ti"e and e@pense in creating a $ee structure t%at con$or"s to accepted standards and area nor"a's. I 3%o'e%earted'6 o0=ect to 6our stand t%at "6 $ees are ?unusua' and uncusto"ar6.A I$ 6our stand is t%at t%e c%arges $or t%ese services are too %ig% $or t%e area, p'ease provide =usti$ication in t%e $or" o$ a sc%edu'e o$ ?usua' and custo"ar6A c%arges $or t%is state, to 0ot% "6se'$ and 6our insured, Mrs. Benson. I$ 6our stand is t%at t%e services are e@cessive $or t%is diagnosis, p'ease provide 6our treat"ent $reGuenc6 sc%edu'es $or eac% diagnosis in t%e ICD C'atest editionD. I$ 3e do not %ear $ro" 6ou pro"pt'6 regarding t%is "atter, I 3i'' =oin 3it% Mrs. Benson in $i'ing a co"p'aint 3it% t%e insurance co""issioner, $i'ing a co"p'aint 3it% t%e Bureau o$ Consu"er A$$airs, and possi0'6 see&ing civi' 'ega' action against 6ou in t%is process o$ 0ene$it neg'ect and %arass"ent. !'ease advise "e i""ediate'6 o$ 6our position in t%is "atter. Sincere'6,
ights
eserved.
USUAL AND CUSTOMARY

-Lette3 ;39tte: o: 5tto3:e@ >ette34e56. .e< !atient, Sa''6 O'son Dear Mrs. 9onesJ T%is o$$ice %as received 6our 'etter dated Ma6 (, ///, as representatives o$ Dr. 9o%n C. S"it%. 4our state"ent t%at %is c%arges are unreasona0'e re"ains unsupported. !'ease provide t%e $o''o3ing< . 4our co"pan65s $ees and dai'6 "ini"u" rates $or treat"ent Cper "oda'it6D. 1. An6 citations to speci$ic aut%orit6 indicating 3%at t%e de$inition o$ ?reasona0'e and necessar6A is 3it% regard to 0ot% $ees and treat"ents $or t%e patient5s conditions. #. Na"es o$ natura' %ea't%care pro$essiona's in t%e area 3%o" 6ou regard as c%arging ?reasona0'e $ees.A In t%e event t%at 6ou e'ect to pa6 Dr. S"it% in $u'', t%e a0ove in$or"ation 3i'' not 0e necessar6. !'ease advise "e i""ediate'6 o$ 6our position in t%is "atter.
ights
eserved.
UNUSUAL AND CUSTOMARY

Insurance Co"pan6 Na"e and Address .e< !atient, Mrs. Anderson Dear Sirs< Mrs. Anderson %as 0roug%t to "6 attention a cop6 o$ 6our denia' o$ %er c'ai", and I %ave enc'osed a cop6 $or 6our revie3. 4our denia' is 0ased upon t%e ?custo"ar6 nu"0er o$ treat"ents.A 8ou'd 6ou p'ease send a cop6 o$ t%e ?custo"ar6 nu"0er o$ treat"entsA $or t%e diagnosis o$ Cappropriate condition $or 6our o$$ice5s natura' %ea't%care $ie'dDM I $ee' t%at 6ou are den6ing t%is patient insurance coverage to 3%ic% s%e is =ust'6 entit'ed to since 6ou %ave not persona''6 e@a"ined %er. I a" %er doctor and I a" t%e one 3%o deter"ines t%e nu"0er and $reGuenc6 o$ visits t%at s%e needs. I cannot understand %o3 6ou can deter"ine %o3 "an6 treat"ents s%e needs, especia''6 since 6ou %ave never seen or e@a"ined %er. 4ou are not a''o3ing %er to get t%e treat"ent t%at s%e needs $or correction o$ %er pro0'e". M6 diagnosis is docu"ented and "6 treat"ent is rendered o0=ective'6, 0ased on patient need. I a" a3aiting 6our rep'6, a'ong 3it% t%e cop6 o$ 6our ?custo"ar6 nu"0er o$ treat"entsA sca'e. Sincere'6,
ights
eserved.
ights
eserved.
REDUCTION IN BILL
Insurance Co"pan6 Na"e and Address .e< Mrs. Susan Doug'as Dear Mr. 9ones< I %ave received 6our 'etter o$ Ma6 B, ///, regarding t%e a0ove*"entioned patient. I a" ver6 sorr6, 0ut I cannot accept 6our o$$er o$ V(BB as pa6"ent in $u'' $or "6 services. Treat"ent 3as rendered $or t%e patient5s condition, not %er insurance c'ai". T%ere$ore, I $ee' t%at t%e patient and-or t%e insurance co"pan6 s%ou'd 0e responsi0'e $or t%e entire 0a'ance. I$ 6ou %ave $urt%er Guestions regarding t%is "atter, p'ease $ee' $ree to contact "e. Sincere'6,
ights
eserved.
MEDICARE -CHIROPRACTIC. PATIENT LETTER

Dear Medicare !atient, Medicare patients are rei"0ursed to so"e degree $or natura' %ea't%care. Ho3ever, t%ere are 'i"itations on 3%at t%e6 3i'' cover $or 6ou. In an e$$ort to %e'p 6ou understand 3%at Medicare covers and %o3 our o$$ice po'ic6 a$$ects 6ou, 3e %ave out'ined 0e'o3 3%at Medicare 3i'' cover and our o$$ice po'ic6. . Medicare reGuires @*ra6s 0e$ore t%e6 rei"0urse 6ou $or natura' %ea't%care. 1. Medicare 3i'' not rei"0urse 6ou $or t%ese or an6 ot%er @*ra6s. It is not a covered serviceJ t%ere$ore t%e6 are 6our $inancia' responsi0i'it6. #. Medicare on'6 pa6s :BU o$ t%e $ee $or 6our treat"ent. 2. Medicare does not cover an6 ot%er service rendered at a natura' %ea't%care o$$ice, suc% as "assage, p%6siot%erap6, supp'e"ents, ort%opedic supports, etc. (. Medicare does %ave 'i"itations on t%e nu"0er o$ visits. It is 0ased upon 6our condition. Our o$$ice rea'iEes t%at 6our Medicare rei"0urse"ent is "ini"a'. 8e a'so rea'iEe t%at "ost patients on Medicare are on a $i@ed inco"e. For t%ese reasons, 3e %ave "ade ever6 e$$ort to %e'p 6ou "eet 6our $inancia' o0'igation to t%is o$$ice. Be'o3 is our o$$ice po'ic6. . 8e do not accept assign"ent on Medicare Caccepting 3%at Medicare pa6s as $u'' pa6"entD. 8e 3i'' 0i'' Medicare t%e :BU $or 6ou. 1. Our $ee $or a spina' ad=ust"ent is V_________. T%e cost o$ @*ra6s is dependent upon t%e nu"0er o$ vie3s needed $or t%e doctor to eva'uate and diagnose 6our condition. #. 8e e@pect pa6"ent at t%e ti"e o$ 6our visit. I$ 6ou %ave an6 $urt%er Guestions, p'ease $ee' $ree to as& our Financia' Advisor $or c'ari$ication. Sincere'6,
ights
eserved.
ASSIGNED INSURANCE ONLY -NOT FOR CASH PATIENTS.
ights
eserved.
S ECTION O NE
I NTRODUCTION
ights
eserved.
STAFF MANUALS
T%is "anua' s%ou'd 0e &ept 3%ere 6ou and 6our sta$$ can 'ocate it easi'6. T%e purpose o$ t%is "anua' is to %ave one p'ace 3%ic% contains a'' pertinent in$or"ation on t%e operation o$ t%is o$$ice.
P U R P O S E S TAT EME N T
T%e purpose o$ our c'inic is to support as "an6 peop'e possi0'e in t%eir Guest $or %ea't%, to educate t%e" a0out t%e natura' %ea't%care a'ternative, and encourage t%e" to educate ot%ers. T%e purpose o$ t%is "anua' is to de$ine our c'inic po'ic6 and to "a&e &no3n to a'' e"p'o6ees t%e conduct and ru'es 06 3%ic% 3e 3or&, in order to prevent and reduce personne' upsets. I$ t%ere are an6 state"ents in t%is "anua' t%at 6ou do not understand, or areas 6ou $ee' are not addressed, p'ease noti$6 t%e Doctor. 8e intend to provide t%e 0est possi0'e care at our c'inic. 8e are proud o$ t%e Gua'it6 o$ our sta$$ and our services. 4our attitude 3i'' deter"ine t%e Gua'it6 o$ 6our 3or& and 6our e@perience 3it% patients. A c%eer$u' s"i'e, a $riend'6 co""unication or 6our ac&no3'edge"ent to a sic& or un%app6 person creates an at"osp%ere o$ %ea't% and 3e''*0eing. 8e never "a&e a patient $ee' %e5s done so"et%ing 3rong. 8e o$$er support, not criticis". 8e $ee' t%at it is a privi'ege to 3or& at our c'inic. 4ou 3ere %ired 0ecause o$ 3%o 6ou are, as 3e'' as $or 6our ta'ents. It is our desire t%at 6ou 'oo& at 6our e"p'o6"ent as an opportunit6 to serve peop'e, to $or3ard t%e "ove"ent o$ t%e natura' %ea't% a'ternative and to "a&e a di$$erence to a'' t%ose 6ou 3or& 3it% 06 6our co""it"ent to our purpose. T%ere$ore, t%e $o''o3ing are t%e goa's 3e %ave identi$ied $or our natura' %ea't%care practice< . To provide t%e 0est possi0'e care to our patients. 1. To treat eac% patient as an individua', 3it% respect, &indness, and courtes6.
ights
eserved.
#. To serve our pro$ession and our co""unit6 t%roug% in$or"ationa' progra"s 3%ic% %e'p to educate t%e pu0'ic a0out t%e 0ene$its o$ regu'ar natura' %ea't%care. 2. To train a sta$$ "ade up o$ individua's 3%o are ent%usiastic 0oosters o$ t%e 0ene$its o$ natura' %ea't%care. (. To %ave a s"oot%*$unctioning c'inic 3%ere a'' sta$$ 3or& toget%er in a spirit o$ %ar"on6 and cooperation. ). To %ave a practice 3%ic% 3i'' ena0'e a'' o$ us to "eet patient needs, 6et a''o3 ti"e $or continued pro$essiona' gro3t% and persona' $u'$i''"ent. ,. To earn a $air "onetar6 return $or our services and invest"ents. T%e $o''o3ing are 3a6s in 3%ic% 3e 0e'ieve t%is !o'ic6 Manua' 3i'' %e'p a'' o$ us 3or& toget%er to3ard ac%ieving t%ese practice goa's< T%is "anua' is a $or" o$ preventative "anage"ent. It contains 3ritten state"ents o$ our o$$ice and practice po'icies and procedures. It is designed to %e'p a'' e"p'o6ees per$or" t%eir duties and carr6 out t%ese po'icies to t%e 0est o$ t%eir a0i'ities. Ne3 e"p'o6ees are e@pected to read and stud6 t%is "anua'. T%e6 3i'' 0e %e'd responsi0'e $or &no3ing t%e content re'ated to t%eir responsi0i'ities 06 t%e end o$ t%eir second 3ee& o$ e"p'o6"ent. 8e 3ant to 0e $'e@i0'e and responsive to t%e needs o$ 0ot% our patients and our sta$$. A't%oug% top Gua'it6 patient care is our "ost i"portant goa', 3e a'so 3ant to create a 3or&ing at"osp%ere t%at is p'easant $or a''. 8e encourage suggestions t%at 3i'' i"prove t%e $unctioning and t%e e$$icienc6 o$ t%is $aci'it6 and sta$$. I$ po'icies and procedures as stated in t%is "anua' are no 'onger 0eing $o''o3ed, or are not 3or&ing proper'6, p'ease 0ring t%e" to our attention. T%en, during a sta$$ "eeting, 3e can a'' 3or& toget%er to "a&e t%e necessar6 ad=ust"ents.
ights
eserved.
O F F I C E MA N A G E R
S WE L C OME
As t%e O$$ice Manager, I 3ou'd 'i&e to 3e'co"e 6ou to our o$$ice. Our purpose %ere reac%es $ar 0e6ond t%e scope o$ =ust a =o0. 8e c%ange 'ives and %e'p peop'e reac% t%eir O!TIMFM HEALTH !OTENTIAL. T%e Gua'it6 o$ care 3e give depends on our a0i'it6 to 3or& as a tea". Co??2:9=5t9o: 91 @o23 Ee@ 3e18o:19A9>9t@ Co""unication 3it% patients Co""unication 3it% t%e doctor Co""unication 3it% t%e sta$$ Co""unication 3it% p%one inGuiries and visitors Co""unication 3it% 6ourse'$ 4our =o0 s%ou'd 0e FFN. O$ten, 6ou are t%e $irst to %ear our success stories. 4ou5re t%e $irst to %ear o$ t%e ne3 0a06, t%e vacation, visiting re'ations, etc. Being 3e''*trained a''o3s 6ou to t%in& on t%e spot and 0e spontaneous. 8e %ave a 0ig purpose in t%is o$$ice and "u'ti*'eve' goa's. In t%e F.S. toda6, it is esti"ated t%at 2U to ,U o$ t%e popu'ation is under natura' %ea't%care. In order to "a&e a universa' di$$erence in %o3 peop'e t%in& a0out t%eir %ea't%, and to %ave t%e" c%oose natura' %ea't%care as t%eir pre$erred %ea't%care s6ste", socio'ogists state t%at natura' %ea't%care pro$essiona's "ust see at 'east U o$ t%e popu'ation. 8e 3ant to %e'p "a&e t%at c%ange possi0'e. NATURAL HEALTHCARE FIRST DRUGS SECOND SURGERY LAST Natura' %ea't%care, a't%oug% not a ne3 concept, is ne3 to "an6 peop'e 3%o are not a3are o$ 3%at 3e do. T%e A"erican Medica' Association CAMAD and t%e p%ar"aceutica' industr6 %ave spent 0i''ions o$ do''ars to do3ngrade t%e natura' %ea't%care pro$ession and to convince t%e pu0'ic t%at drugs and surger6 are t%e correct a'ternatives. Insurance co"panies %ave, $or "an6 6ears, 0een a''o3ed to discri"inate against natur*
ights
eserved.
a' %ea't%care treat"ent. T%is is c%anging ver6 rapid'6 as "ore and "ore peop'e are re'ieved o$ pain and p%6sica' ai'"ents t%roug% drug'ess t%erapies. But it is sti'' a pro0'e". Natura' %ea't%care is, 06 $ar, t%e $astest*gro3ing %ea't%care industr6. WE ARE CHANGING THE WAY PEOPLE LOOK AT THEMSELVES AND WE MAY BE HELPING TO CHANGE THE DESTINY OF THE PLANET. In "an6 instances, t3o da6s o$ %ospita'iEation costs as "uc% as si@ "ont%s o$ natura' %ea't%care. Nine out o$ ten patients respond 3e'' to natura' %ea't%care. In our 3or'd, stress $actors are ver6 %ig%. Stress causes %ea't% issues 3%ic% 'i"it t%e 0od65s $unctiona' capa0i'it6. So, our purpose in t%is o$$ice is to treat as "an6 peop'e as possi0'e and to educate t%e" a0out t%e natura' %ea't%care a'ternative so t%at t%e6, in turn, "a6 educate ot%ers. IT S A BIG PURPOSE ONE THAT MATTERS AND I WANT TO PERSONALLY WELCOME YOU TO A WINNING TEAM"
ights
eserved.
S ECTION TWO
E MPLOYEEP OLICIES
ights
eserved.
ights
eserved.
E P - ( ( ' A L C O H O L A N D DR U G S
An e"p'o6ee $ound gui't6 o$ carr6ing a'co%o' or drugs on t%e c'inic pre"ises 3i'' 0e su0=ect to discip'ine, up to and inc'uding disc%arge. An e"p'o6ee 3%o drin&s a'co%o' on c'inic propert6 3i'' a'so 0e su0=ect to discip'ine. E"p'o6ees 3%o report to 3or& under t%e in$'uence o$ a'co%o' or "ind*a'tering drugs 3i'' not 0e ad"itted to t%e o$$ice, and 3i'' 0e su0=ect to $urt%er discip'inar6 action. THE.E A.E NO ENCE!TIONS TO THIS !OLIC4.
ights
eserved.
E P - ( ( + AP P E A R A N C E
E"p'o6ees are e@pected to 0e neat and pro$essiona' at a'' ti"es. 8e pre$er taste$u' street c'ot%es $or t%e .eceptionist and ot%er o$$ice personne'. Bac& o$$ice personne' s%ou'd 3ear taste$u' pro$essiona' c'ot%ing appropriate to t%e activities per$or"ed. S'ac&s are accepta0'e. Doctor5s attire s%ou'd inc'ude pressed s'ac&s and s%irt. A tie and-or c'inic =ac&et is optiona'. As a courtes6 to our patients, 3e reGuire a'' e"p'o6ees Ce@cept DoctorsD to 3ear a na"e identi$ication pin at a'' ti"es. T%is pin 3i'' 0e provided $or 6ou.
ights
eserved.
E P - ( ( , AU T OMO B I L E S
!ar&ing is 'i"ited in our areaJ t%ere$ore, par&ing in t%e o$$ice 'ot is restricted to Doctors on'6. A'' ot%er e"p'o6ees "ust uti'iEe on*street par&ing. !ar&ing in t%e o$$ice 'ot is per"itted at ti"es 3%en t%e o$$ice is not engaged in seeing patients. !ar&ing on pre"ises is provided as a convenience to t%e e"p'o6ees, 0ut t%e c'inic assu"es no 'ia0i'it6, or responsi0i'it6 $or da"age or 'oss o$ auto"o0i'es or ot%er persona' propert6 in providing suc% $aci'ities.
ights
eserved.
E P - ( ( ! B E R E AV EME N T PAY
A'' e"p'o6ees are e'igi0'e $or 0ereave"ent pa6 in t%e event o$ a deat% in t%e i""ediate $a"i'6. Bereave"ent pa6 3i'' 0e provided $or a "a@i"u" o$ t3o 3or&ing da6s, up to and inc'uding t%e da6 o$ t%e $unera'. I""ediate $a"i'6 inc'udes t%e $o''o3ing< "ot%er, $at%er, sister, 0rot%er, %us0and, 3i$e, son, daug%ter, "ot%er*in*'a3, $at%er*in*'a3.
ights
eserved.
E P - ( ( F CH A N G E O F EMP L O Y E E S TAT U S
T%e e"p'o6ee persona' record, as provided 06 'a3 and dee"ed essentia' $or e$$icient operation, 3i'' 0e "aintained 06 t%e c'inic. E"p'o6ees are reGuested to report pro"pt'6 an6 c%anges in status, as 'isted 0e'o3, to t%e c'inic or Director< C%ange o$< Na"e Address Te'ep%one nu"0er Marita' status Na"e, re'ations%ip status, and tota' nu"0er o$ dependents For"a' education, courses co"p'eted, and ot%er training or s&i''s acGuired !ersons to noti$6 in case o$ e"ergenc6 !%6sica' or ot%er 'i"itations 4our personne' $i'e s%ou'd 0e &ept updated at a'' ti"es, and c%anges s%ou'd 0e su0"itted in 3riting.
ights
eserved.
E P - ( ( G COMP U T E R E T I 0 U E T T E
T%e co"puters, co"puter paper, and i""ediate co"puter*re'ated areas are to 0e treated 3it% t%e ut"ost o$ care. T%e $o''o3ing is t%e proper %and'ing o$ t%e 3aste paper $ro" t%e co"puter< . A'' (*inc% paper s%ou'd 0e separated, saved, and stored. !ri"ari'6, t%ese s%eets are used to entertain t%e c%i'dren. 8e %ave provided non*to@ic and non*staining cra6ons $or t%eir use. 1. A'' c'ean : -1 @ inc% paper s%ou'd 0e co"p'ete'6 separated and %ave per$orations re"oved. T%e6 can t%en 0e rec6c'ed. #. A'' 3aste paper t%at is c'ean on one side s%ou'd 0e used to p%otocop6 o$$ice "e"os or an6 ot%er one*ti"e use "essages.
ights
eserved.
E P - ( ( H CO O P E R AT I O N
E"p'o6ees are e@pected to 3or& toget%er in a spirit o$ cooperation and to conduct t%e"se'ves in a pro$essiona' "anner at a'' ti"es. A'so, it is our po'ic6 to insist t%at 6ou 'eave 6our %o"e pro0'e"s at t%e $ront door 3%en reporting to 3or&. .e"e"0er, 6our $unction %ere is to %e'p ot%ers. Eac% e"p'o6ee %as a =o0 description o$ %is-%er speci$ic dutiesJ %o3ever, %e-s%e is e@pected to %e'p ot%ers as needed, provided it does not inter$ere in t%e co"p'etion o$ %is-%er pri"ar6 responsi0i'ities. Cross*training 3i'' 0e provided to acGuaint eac% sta$$ "e"0er 3it% a'' $acets o$ t%e c'inic operation. I$ 6ou %ave a particu'ar interest in 3%ic% 6ou 3ou'd 'i&e to 0e trained, p'ease 0ring t%is to t%e attention o$ t%e Doctor.
ights
eserved.
E P - ( ( I DI S C U S S I O N O F S A L A R I E S
No discussion o$ sa'aries 3i'' 0e per"itted a"ongst o$$ice personne'. To do so "a6 resu't in ter"ination.
ights
eserved.
E P - ( ( J E AT I N G
E"p'o6ees are e@pected to eat on'6 at aut%oriEed ti"es C'unc% and 0rea& ti"esD in t%e 0rea& roo". Drin&s are per"itted at 6our station, provided t%e6 are &ept a3a6 $ro" t%e co"puters and e'ectronic eGuip"ent. Drin&s s%ou'd 0e in a "ug and not in a co""ercia' container, 3%ic% tend to tip easi'6. !'ease &eep 6our 3or& area c'ean. 8e %ave a 0rea& roo" in t%e c'inic 3%ic% %as a re$rigerator, "icro3ave, and ot%er a"enities. !'ease &eep t%is area c'ean and neat.
ights
eserved.
E P - ( ' ( EMP L O Y E E AB S E N T E E I SM
ANDI LLNESS Fnnecessar6 a0senteeis" is e@pensive, disruptive, and p'aces an un$air 0urden on t%e ot%er e"p'o6ees and t%e e"p'o6er. Fnsatis$actor6 attendance 3i'' resu't in discip'inar6 action, inc'uding dis"issa'. It 3i'' a'so %ave an adverse e$$ect on pro"otiona' considerations. I$ 6ou are going to 0e 'ate, are i'', or a0sent $or an6 reason, te'ep%one t%e Doctor as $ar in advance o$ 6our starting ti"e as possi0'e. E@p'ain 3%6 6ou are going to 0e a0sent and 3%en 6ou e@pect to return to 3or&. I$ 6ou are a3are t%at 6ou are going to 0e a0sent in advance, 6ou "ust arrange 3it% ot%er sta$$ "e"0ers to %ave 6our position covered and report t%is in$or"ation to t%e c'inic and-or !ersonne' Director. Note< It is 6our responsi0i'it6 to ensure t%e proper noti$ication is given to t%e c'inic. As&ing anot%er e"p'o6ee, $riend, or re'ative to give t%is noti$ication is not considered proper, e@cept under e"ergenc6 conditions.
S I C K L E AV E
!aid sic& 'eave is not avai'a0'e at t%is c'inic.
ights
eserved.
E P - ( ' ' EMP L O Y E E B R E A K S A N D L U N C H E S

Eac% e"p'o6ee is entit'ed to a ten*"inute 0rea& $or eac% $our*%our s%i$t 3or&ed. E"p'o6ees are a''o3ed a one*%our 'unc% 0rea& 0et3een 1<BB and #<BB p.". dai'6 Csu0=ect to c%ange at t%e discretion o$ t%e DoctorD. T%e o$$ice te'ep%one and a'' sta$$ positions "ust 0e covered at a'' ti"es. Brea&s and 'unc% 3i'' 0e sc%edu'ed and staggered 06 t%e O$$ice Manager.
ights
eserved.
E P - ( ' + HA N D B I L L S
No %and0i''s or notices "a6 0e distri0uted on c'inic propert6 3it%out prior approva' o$ t%e Doctor. I$ 6ou %ave so"et%ing 6ou 3ou'd 'i&e to distri0ute t%at 6ou $ee' is appropriate, p'ease discuss it 3it% t%e Doctor.
ights
eserved.
E P - ( ' , I NJURIES- ONTHEJ OB.

.egard'ess o$ t%e nature or severit6, a'' in=uries incurred 3%i'e on t%e =o0 "ust 0e reported to t%e Doctor i""ediate'6. T%e Doctor can t%en ta&e an6 action necessar6 to ensure t%e correct treat"ent is provided pro"pt'6.
ights
eserved.
E P - ( ' ! L E AV E O F AB S E N C E
On occasion, it "a6 0e necessar6 $or an e"p'o6ee to 0e a0sent $ro" 3or& $or an e@tended period o$ ti"e due to persona', %ea't%, or $a"i'6*re'ated pro0'e"s. A 'eave o$ a0sence $or 'i"ited periods o$ ti"e 3i'' 0e per"ittedJ depending on t%e reasons and circu"stances t%at pro"pt suc% a reGuest. A 'eave o$ a0sence "ust 0e supported 06 va'id reasons and approved 06 t%e Doctor. T%ese periods s%a'' 0e 3it%out pa6. I$ 6ou desire a 'eave o$ a0sence, 6ou "ust present a 3ritten reGuest to t%e Doctor. T%e reGuest "ust contain t%e anticipated 'engt% o$ t%e a0sence, dates and circu"stances t%at pro"pt suc% a reGuest. An approved 'eave o$ a0sence 3i'' not 0e e@tended 3it%out $urt%er 3ritten approva'.
ights
eserved.
E P - ( ' F MAT E R N I T Y L E AV E
Fnder nor"a' conditions, "aternit6 'eave 3it%out pa6 3i'' 0e granted to per"anent e"p'o6ees $or a period o$ up to $our "ont%s, 0ased on da6 o$ departure. Maternit6 cases are a''o3ed to 3or& as 'ong as t%eir %ea't% per"its, 3it% approva' o$ t%eir p%6sician. A'' 'eaves granted 3i'' e@pire a$ter $our "ont%s $ro" date o$ de'iver6. I$ a =o0 is not avai'a0'e 3%en t%e e"p'o6ee desires to return to 3or&, 'eave 3i'' 0e e@tended unti' a position opens. Ever6 e$$ort 3i'' 0e "ade to p'ace e"p'o6ees returning $ro" a 'eave in t%eir $or"er positions or eGuiva'ent positions, depending upon t%e avai'a0i'it6 o$ suc% positions.
ights
eserved.
E P - ( ' G OF F I C E E 0 U I PME N T
O$$ice eGuip"ent is not $or persona' use 06 t%e sta$$. T%e co"puters, 'aundr6 $aci'ities, t%erapeutic eGuip"ent and ot%er o$$ice eGuip"ent "an6 not 0e used 3it%out per"ission o$ t%e Doctor.
ights
eserved.
E P - ( ' H OV E R T IME
Overti"e is ti"e in e@cess o$ $ort6 %ours 3%ic% is actua''6 3or&ed in a one 3ee& pa6 period CMonda6 t%roug% Sunda6D or over eig%t %ours in a sing'e 3or& da6. Overti"e "a6 0e aut%oriEed on'6 3%en it is not possi0'e to ad=ust sta$$ing patterns and-or e"p'o6ee 3or& sc%edu'es to provide essentia' sta$$ing in t%e $o''o3ing t6pes o$ circu"stances< . T%e une@pected a0sence o$ an e"p'o6ee 3%ose position needs to 0e $i''ed to avoid a disruption o$ necessar6 services to our patients. 1. T%e necessit6 to i""ediate'6 per$or" an une@pected'6 %eavier*t%an*nor"a' vo'u"e o$ 3or& to avoid t%e disruption o$ necessar6 services. #. Situations 3%ic% are uncontro''a0'e, disruption o$ uti'ities, etc. 2. To per$or" an unusua''6 %eav6 vo'u"e o$ 3or& o$ a te"porar6 nature in t%e i"p'e"entation o$ an approved progra". (. To per$or" 3or& 3%ic% cannot 0e per$or"ed during t%e nor"a' 3or&ing %ours 3it%out disrupting necessar6 activities or services.
ights
eserved.
E P - ( ' I PAT I E N T COMMU N I C AT I O N

Co""unication 3it% patients is to 0e &ept on a p'easant 0ut pro$essiona' 'eve'. E@cessive socia'iEing 3it% patients, 0e6ond 3%at is necessar6 to co"p'ete 0usiness 3it% courtes6 and pro$essiona'is", is not per"itted. Socia' 'unc%es, dinners, or a$ter*%ours get*toget%er 3it% patients, un'ess t%e patient 3as an acGuaintance prior to 6our e"p'o6"ent, is discouraged. T%is 3i'' a''o3 6ou to co""unicate e$$ective'6 and pro$essiona''6 3it% patients a0out sc%edu'ing and $inancia' arrange"ents.
ights
eserved.
E P - ( ' J TIME CA R D S
Eac% e"p'o6ee is given a ti"e card to record t%eir %ours 3or&ed. T%is card is to 0e p'aced in t%e Doctor5s co""unication 0o@ t%e evening prior to pa6da6. Be sure t%e %ours are tota''ed $or eac% da6 and $or eac% t3o*3ee& pa6 period. An6 purc%ases $ro" t%e c'inic C$or pa6ro'' deductionD "ust 0e recorded on 6our ti"e card as 3e''.
ights
eserved.
E P - ( + ( PAY R O L L
!a6ro'' is paid on t%e $irst and t%e (t% o$ eac% "ont%. S%ou'd pa6da6 $a'' on a 3ee&end, t%en c%ec&s 3i'' 0e distri0uted on Frida6. Copies o$ t%e $edera' and state ta@ %and0oo&s are avai'a0'e $or revie3, 06 reGuest, $ro" t%e pa6ro'' depart"ent. !a6ro'' cards s%ou'd 0e su0"itted to t%e Doctor at t%e end o$ t%e da6 on t%e 2t% and t%e 'ast da6 o$ t%e "ont%. Eac% pa6ro'' card s%ou'd 0e $i''ed out 3it% regu'ar ti"e %ours and overti"e %ours c'ear'6 "ar&ed and tota'ed. Be sure to $i'' out t%e top portion o$ t%e card co"p'ete'6 as t%ese cards are &ept as a per"anent part o$ 6our pa6ro''. I$ 6ou are entit'ed to a 0onus $or re$erring a patient to t%is o$$ice, p'ease supp'6 a note in$or"ing t%e pa6ro'' depart"ent o$ t%is $act. A'so, an6 purc%ases $ro" t%e practice s%ou'd 0e recorded on t%e card in t%e Lot%er deductions5 section. T%is s%ou'd inc'ude a tota' a"ount $or t%e entire purc%ases $or t%at period. A 'ist o$ individua' purc%ase ite"s s%ou'd 0e supp'ied.
ights
eserved.
E P - ( + ' P E R S O N A L TE L E P H O N E CA L L S
!ersona' p%one ca''s, 0ot% inco"ing and outgoing, are discouraged. Ho3ever, t%e c'inic recogniEes t%at toda6, 3%en a'' t%e adu't "e"0ers o$ t%e %ouse%o'd "a6 3or&, t%ere "a6 0e occasions 3%en persona' ca''s 3i'' need to 0e "ade or received during 0usiness %ours. 4ou are as&ed to %o'd persona' ca''s to a "ini"u" and persona' ca''s "ust not inter$ere 3it% t%e e"p'o6ee5s 3or& or interrupt co*3or&ers. Long, c%att6 te'ep%one conversations on uni"portant "atters "a6 resu't in a 3arning or discip'ine. E"p'o6ees are encouraged to "a&e suc% ca''s on t%eir 0rea& or at 'unc%. O$ course, in an e"ergenc6, p%one ca''s "a6 0e "ade or received as needed. Long distance ca''s "ust 0e 0i''ed to t%e e"p'o6ee5s %o"e nu"0er, or a 'ong distance ca''ing card s%ou'd 0e used.
ights
eserved.
E P - ( + + P O L I C Y CH A N G E S
C%anges in o$$ice po'ic6 3i'' 0e presented via t3o avenues< . In 3riting t%roug% 6our co""unication 0o@es, 1. In 3riting at an o$$icia' sta$$ "eeting. A'' po'icies are to 0e in 3riting and 3i'' not 0e considered po'ic6 unti' 3ritten. !o'ic6 in$or"ation 3i'' 0e co"pi'ed in an o$$icia' o$$ice po'ic6 "anua'. T%e origina' is to 0e &ept 06 t%e Doctor, avai'a0'e $or sta$$ revie3. Eac% sta$$ "e"0er 3i'' get a cop6 o$ an6 updates to t%e "anua' $or t%eir use. Re<9e; A>> C233e:t Po>9=@ A$ter a reasona0'e period o$ e"p'o6"ent, 6ou are e@pected to &no3 and ad%ere to t%e po'icies o$ t%is o$$ice.
ights
eserved.
E P - ( + , P R O F E S S I O N A L AC T I V I T I E S
O$$ice Assistants and Sta$$ Doctors are e@pected to see& opportunities to positive'6 pro"ote natura' %ea't%care and t%is practice. It is i"possi0'e to overe"p%asiEe t%e i"portance o$ eac% e"p'o6ee as a 0ooster $or 0ot% t%e natura' %ea't%care pro$ession and $or t%is practice. 4ou are encouraged to 0e %onest'6 ent%usiastic as 6ou co"e into contact 3it% patients + and as 6ou te'' $a"i'6 and $riends a0out 6our pro$ession. E"p'o6ees 3i'' 0e e@pected to attend continuing education se"inars 3%en t%e opportunit6 arises and t%e6 are reGuested to do so. 4ou 3i'' 0e given adeGuate notice in advance o$ an6 se"inar 3%ic% reGuires trave'. T%ere is no %our'6 3age paid $or 6our attendance. 8e $ee' t%at continuing education is essentia' to 6our =o0 per$or"ance. Ho3ever, a'' e@penses pertinent to t%e attendance at suc% se"inars 3i'' 0e provided. G3o2:6 32>e1 7o3 1e?9:53 5tte:65:=e 53e 51 7o>>o;1: . Fo''o3 t%e 3or&s%op instructions and "a&e getting va'ue $ro" t%e 3or&s%op 6our responsi0i'it6. 1. Be on ti"e $or eac% session. #. Attend a'' sessions un'ess an e"ergenc6 co"es up. I$ 6ou cannot attend, te'' t%is to t%e appropriate individua'. 2. A0ide 06 t%e sc%edu'e given 06 t%e 3or&s%op director. (. 8ear 6our na"e tag, i$ 6ou are given one, at a'' ti"es 3%i'e at t%e 3or&s%op. ). No s"o&ing, drin&ing, or eating e@cept at t%e appropriate ti"es. ,. Be c'ear a0out 3%at is e@pected o$ 6ou and as& $or assistance i$ 6ou are uncertain 3%ere 6ou 0e'ong or 3%at 6ou need to do. Bring an6 3or&0oo&s, notes, or ot%er necessar6 "ateria's to eac% session. :. 7a'ue $ro" t%e se"inar 3i'' 0e direct'6 re'ated to 6our 3i''ingness to participate and use t%e "ateria' and in$or"ation provided. /. A0stain $ro" t%e use o$ a'co%o' or drugs 0e$ore or during t%e 3or&s%op. B. Dress in an appropriate "anner $or t%e occasion.
ights
eserved.
!'ease ta&e $u'' advantage o$ t%e educationa' opportunities 3%ic% 3i'' 0e presented to 6ou. A'' "ateria's provided at an6 3or&s%op paid $or 06 t%is c'inic, e@cept persona' notes, re"ain t%e propert6 o$ t%is o$$ice.
ights
eserved.
E P - ( + ! P UNCTUALITY
A'' e"p'o6ees are e@pected to arrive at 3or& on ti"e. 8or& %ours 3i'' 0e posted on t%e sta$$ 0u''etin 0oard. 4our pro"pt arriva' to 3or& 0ene$its t%e practice as a 3%o'e. Tardiness can 0e disruptive and s%ou'd 0e avoided, un'ess undue circu"stances e@ist.
ights
eserved.
E P - ( + F RE S I G N AT I O N
I$ resignation is necessar6, a t3o*3ee& 3ritten notice is e@pected 3%ic% 3i'' a''o3 us to %ire and train a rep'ace"ent. Fai'ure to give proper notice 3ou'd create a disruption to t%e nor"a' $unction o$ our o$$ice and t%e necessar6 support o$ our patients.
ights
eserved.
E P - ( + G S E V E R A N C E PAY
It is t%e decision o$ t%e Doctor 3%et%er or not to supp'6 severance pa6 to an6 e"p'o6ee 3%o is ter"inated. Se<e35:=e 85@ 91 A51e6 o:: . Lengt% o$ e"p'o6"ent, 1. !roduction-3or& record, #. Conduct, 2. !roper notice o$ t%e intent to resign, (. ;enera' support o$ t%e Doctor and t%e c'inic.
ights
eserved.
E P - ( + H SMO K I N G
T%e c'inic discourages its e"p'o6ees $ro" s"o&ing as t%is is regarded as a poor %ea't% %a0it. S"o&ing is per"itted, %o3ever, during 6our 0rea& or 'unc% period. A'' s"o&ing "ust 0e done outside t%e o$$ice 0ui'ding. S"o&ing is not per"itted an63%ere inside t%e 0ui'ding.
ights
eserved.
E P - ( + I S UGGESTIONS
T%e "ore e$$icient t%e c'inic is, t%e easier our 3or& and t%e "ore pro$ita0'e t%e endeavor. Suggestions $or t%e i"prove"ent o$ operations and procedures are encouraged and "a6 0e su0"itted 06 e"p'o6ees to t%e Doctor $or revie3. Suggestions s%ou'd 0e detai'ed, organiEed, and s%o3 "one6, ti"e, or "ateria' savings. I$ a suggestion is approved and i"p'e"ented, t%e e"p'o6ee 3%o devised t%e suggestion or p'an 3i'' receive a cas% a3ard o$ V1(.BB. I$ possi0'e, t%e sta$$ "e"0er 3i'' 0e given c%arge o$ i"p'e"enting t%eir ne3 procedures. A'' suggestions 3i'' 0e ac&no3'edged, 3it% an e@p'anation o$ an6 action ta&en 06 t%e c'inic.
ights
eserved.
E P - ( + J TH E F T
.eport an6 "one6 "issing, eGuip"ent "issing, or evidence o$ a 0rea&*in to t%e Doctor so t%at a po'ice report can 0e "ade i""ediate'6. E"p'o6ee t%e$t o$ o$$ice "one6, "ateria's, or eGuip"ent 3i'' resu't in i""ediate ter"ination and possi0'e prosecution.
ights
eserved.
E P - ( , ( TE RMI N AT I O N
A$ter t3o 3ritten 3arnings o$ o$$ice in$ractions, t%e sta$$ "e"0er "a6 0e ter"inated. O$$enses t%at 3i'' resu't in i""ediate ter"ination inc'ude, 0ut are not 'i"ited to t%e $o''o3ing< . T%e$t 1. ;ross insu0ordination #. Acting against t%e 0est interests o$ t%e c'inic 2. Co"ing to 3or& under t%e in$'uence o$ drugs or a'co%o' (. Se@ua' "isconduct Fpon ter"ination, or resignation, a'' c'inic propert6 "ust 0e returned i""ediate'6< . >e6s to t%e c'inic 1. Mai'ing 'ist #. !atient records 2. !roducts, training "anua's An6 unpaid 0a'ance due t%e c'inic 06 t%e e"p'o6ee $or products received 3i'' 0e su0tracted $ro" t%e 'ast 3ee&5s pa6
ights
eserved.
E P - ( , ' TR A I N I N G
Ne3 e"p'o6ees 3i'' stud6 t%eir =o0 descriptions and procedure "anua's during pro0ation. At t%e end o$ pro0ation, 6ou 3i'' 0e as&ed Guestions to ensure 6ou understand 6our =o0 $unctions. Do not %esitate to as& Guestions during or a$ter 6our training i$ 6ou %ave an6 con$usion a0out 6our responsi0i'ities or procedures. Training 3i'' 0e conducted 06 t%e O$$ice Manager or Doctor and 3i'' occur during o$$ice %ours and "a6 a'so 0e sc%edu'ed at ti"es arranged 3it% 6our trainer, a$ter c'inic %ours.
ights
eserved.
E P - ( , + VA C AT I O N S
A$ter one $u'' 6ear o$ e"p'o6"ent, e"p'o6ees are entit'ed to a one*3ee& paid vacation. T%is vacation "ust 0e sc%edu'ed no 'ess t%an t3o "ont%s in advance and 0e approved 06 t%e Doctor to a''o3 $or provisions to 0e "ade $or coverage o$ 6our position, as needed. T%e pa6"ent $or vacation ti"e 3i'' occur at t%e $o''o3ing pa6 period. 7acation ti"e cannot 0e carried over into su0seGuent 6ears.
ights
eserved.
E P - ( , , I N -OF F I C E COMMU N I C AT I O N
It is i"possi0'e to %o'd a'' t%e detai's o$ a practice t%is siEe in one5s %ead. T%is 3ou'd not a''o3 $or good record &eeping and actions 3ou'd get "issed. It is t%e po'ic6 o$ t%is o$$ice t%at co""unications 0et3een "e"0ers o$ t%e sta$$ and t%e Doctors 0e in 3riting, or via t%e e*"ai' $unction in our co"puters. !ersona' co""unications need not 0e 3ritten.
ights
eserved.
S ECTION T HREE
E MPLOYEEB ENEFITS
ights
eserved.
E B - ( ( ' NAT U R A L HE A LT H C A R E
One o$ t%e standard 0ene$its $or e"p'o6ees o$ t%is o$$ice is natura' %ea't%care. Natura' %ea't%care is encouraged and avai'a0'e to a'' e"p'o6ees at no c%arge i""ediate'6 upon e"p'o6"ent. An e@a"ination 3i'' 0e per$or"ed during t%e $irst 3ee& o$ e"p'o6"ent, and @*ra6s ta&en i$ indicated. T%e Doctor 3i'' "a&e appropriate reco""endations $or individua' care. It is up to t%e individua' e"p'o6ee to "a&e sure t%e6 $o''o3 t%e reco""ended treat"ent p'an in order to ac%ieve opti"a' %ea't%. E"p'o6ees s%ou'd avai' t%e"se'ves o$ t%e Doctor5s services during regu'ar 0usiness %ours 06 "a&ing arrange"ents 3it% t%e Front Des& OA. Be sure 6our position is covered 3%i'e 6ou are 0eing treated. E"p'o6ees s%ou'd $i'' out and &eep t%e sa"e records as an6 patient in our o$$ice. Natura' %ea't%care is avai'a0'e to e"p'o6ee5s spouses and dependents at (BU o$ t%e standard cost o$ services i$ t%e6 do not %ave %ea't% insurance. For insured $a"i'6 "e"0ers, 3e 3i'' 3aive deducti0'es and co*pa6"ents and accept insurance as $u'' pa6"ent.
ights
eserved.
E B - ( ( + CO N T I N U I N G E D U C AT I O N
Educationa' se"inars are encouraged and "a6 0e "andator6 to i"prove 6our s&i''s $or 6our position. T%ese se"inars and e@penses are paid $or 06 t%is c'inic, inc'uding< Mea's Lodging Trave' A'' se"inar $ees and "ateria's Ct%e se"inar "ateria's and copies o$ notesD re"ain t%e propert6 o$ t%is o$$ice. Educationa' courses not reco""ended 06 t%is o$$ice t%at 0e %e'p$u' in 6our position s%ou'd 0e 0roug%t to t%e attention o$ t%e Doctor and "a6 0e avai'a0'e $or rei"0urse"ent. Courses unre'ated to 6our position, 0ut $or persona' enric%"ent, "a6 0e attended at 6our o3n e@pense. I$ ti"e o$$ is needed, t%is "ust 0e approved 06 t%e Doctor in advance, so t%at su$$icient ti"e is avai'a0'e $or a rep'ace"ent to 0e arranged $or 6our position, as needed.
ights
eserved.
E B - ( ( , HE A LT H CL U B MEMB E R S H I P
A co"p'i"entar6 "e"0ers%ip is avai'a0'e at t%e _________________________ and inc'udes< Fse o$ t%e e@ercise eGuip"ent Sauna Spa Aero0ic c'asses T%e "e"0ers%ip does not inc'ude t%e use o$ t%e tanning 0oot%s or "assages.
ights
eserved.
E B - ( ( ! S U P P L EME N T S A N D MAT E R I A L S
Supp'e"ents and "ateria's avai'a0'e $or purc%ase in our o$$ice are avai'a0'e to e"p'o6ees at our cost. Supp'e"ents are to 0e used on'6 a$ter t%e Doctor5s approva' and are $or t%e e"p'o6ee and i""ediate $a"i'6 on'6. !urc%ases are to 0e recorded on t%e e"p'o6ee5s ti"e card t%e da6 received, t%en tota'ed. T%is tota' 3i'' 0e deducted $ro" 6our pa6c%ec&.
ights
eserved.
S ECTION F OUR
PAT I E N T I N F O R M AT I O N
ights
eserved.
ights
eserved.
FRONT DESK GREETING PROCEDURE

It is t%e responsi0i'it6 o$ t%e .eceptionist to greet a'' patients and visitors to our o$$ice. T%ese inc'ude ne3 patients, esta0'is%ed patients, returning patients 3it% ne3 pro0'e"s, sa'es"en, and visitors. A'' are to 0e dea't 3it% in a speci$ic "anner.
NEW PATIENTS
Ne3 patients are t%ose patients 3%o %ave never 0een to our o$$ice 0e$ore. Sc%edu'ed ne3 patients are to 0e ca''ed in t%e ear'6 a.". to con$ir" t%eir $irst t3o appoint"ents. I$ t%ere is no ans3er, tr6 again. T%is is a vita' responsi0i'it6 as it a''o3s t%e patient to e@perience our o$$ice as an e$$icient 6et caring operation. T%e ti"e a''o3ed $or a ne3 patient in our o$$ice is 2( "inutes to %our. Actua' ti"e 3it% t%e Doctor s%ou'd 0e no "ore t%an B "inutes. 8%en sc%edu'ing ne3 patients 0e a3are t%at t%e ne3 patient 3i'' $it into t%e $'o3 o$ 0ot% t%e Doctor5s and t%e Bac& O$$ice Assistant5s patients. Do not sc%edu'e ne3 patients 3it%in #B "inutes o$ t%e sc%edu'ed c'osing ti"e 3it%out t%e Doctor5s approva'. 8%en t%e ne3 patient arrives, %ave %i"-%er sign in and $i'' out t%e ne3 patient record $or"s as co"p'ete'6 as possi0'e and sign in t%e reGuired areas. 8%en t%e ne3 patient returns t%e $or"s to 6ou, c%ec& t%e", and t%en p'ace t%e" in a $o'der $or t%e 0ac& o$$ice. T%e Doctor 3i'' genera''6 not see patients 3%o 3i'' not 0e cooperative patients. T%e Case Manager 3i'' t%en introduce t%e patient to our o$$ice, o$$ice procedures, and give t%e patient a tour. !atients to 0e sc%edu'ed $or e@a"inations s%ou'd 0e %and'ed as a0ove. T%e e@a" ta&es appro@i"ate'6 B "inutes. Be sure a'' continuing ne3 patients spea& 3it% t%e Case Manager 0e$ore 'eaving t%is visit. A'so, at t%is ti"e, p'ease enter as "uc% in$or"ation as possi0'e into t%e patient5s co"puter $i'e. Be sure a'' appropriate $or"s are $i''ed out and signed. 8a'&*in ne3 patients "a6 0e sc%edu'ed i""ediate'6 i$ t%e6 are in pain, or sc%edu'ed $or t%eir $irst appoint"ents in t%e $irst avai'a0'e s'ots. A'3a6s consu't 3it% t%e Bac& O$$ice Supervisor or t%e Doctor i$ t%ere is a Guestion on %o3 to %and'e an ad"ission.
ights
eserved.
ESTABLISHED PATIENTS
Esta0'is%ed patients Cpatients 3%o %ave %ad @*ra6s, e@a"ination, and are under current treat"entD are greeted, instructed to sign in, and 'ogged o$$ t%e 'ate appoint"ent 'og i$ appropriate. T%e6 are %anded a c'ip0oard and instructed to proceed to a nu"0ered treat"ent roo" or designated ta0'e. !atients s%ou'd not 'eave t%e o$$ice 3it%out resc%edu'ing per t%e Doctor5s prescription. T%is s%ou'd 0e done at t%e ti"e t%e6 return t%e c'ip0oard to t%e $ront o$$ice Ca'ong 3it% entering o$ patient transactionsD. T%e .eceptionist cannot c%ange t%e patient5s prescri0ed treat"ent progra". T%is can on'6 0e done 3it% t%e approva' o$ t%e Doctor in c%arge.
RETURNING PATIENTS
.eturning patients Cpatients 3%o %ave not 0een seen $or # "ont%s or 'onger, or a patient 3%o %as %ad a ne3 in=ur6D "ust $i'' out an update $or". !'ease 0e sure t%is $or" is co"p'ete and t%oroug%. No treat"ent is to 0e ad"inistered unti' instructed 06 t%e Doctor.
SALESPERSONS
Sa'espersons are NE7E. seen 06 t%e Doctor un'ess 6ou are in$or"ed in advance 06 t%e Doctor t%at %e is e@pecting so"eone. As& t%e" to 'eave a card and a "essage and in$or" t%e" t%at i$ t%e Doctor is interested, t%e6 3i'' 0e ca''ed and sc%edu'ed $or an appoint"ent.
VISITORS
.eGuest t%e nature o$ t%e visit C$riend in $ro" out o$ to3n, etc.D and in$or" t%e O$$ice Manager or Doctor 3%o 3i'' instruct 6ou as to 6our course o$ action. NE7E. 7OLFNTEE. AN4 INFO.MATION, O. FFLFILL AN4 .EIFEST 8ITHOFT FI.ST CHEC>IN; 8ITH THE DOCTO..
ights
eserved.
S C R I P T F O R NEW PAT I E N T S
Because t%e Front Des& is o$ten t%e $irst contact a patient %as 3it% our o$$ice, t%e attitude o$ t%e $ront des& sta$$ "ust 0e $riend'6, and concerned. Front*des& sta$$ "ust 0e a0'e to $ie'd a'' inGuiries in a consistent, e$$icient and poised "anner. T%e $o''o3ing sa"p'e script s%ou'd 0e used as an aid to %and'ing ne3 patient ca''s. .ECE!T< HELLO, D.. SIN;E.5S OFFICE. THIS IS ______ S!EA>IN;. HO8 MA4 I HEL! 4OFM !atient< I 3ou'd 'i&e to see t%e Doctor. .ECE!T< 8HAT IS 4OF. NAME AND !HONE NFMBE.M !atient< C;ives na"e and nu"0er.D .ECE!T< HO8 DID 4OF HEA. ABOFT OF. OFFICEM !atient< C;ives re$erra' source.D .ECE!T< HA7E 4OF SEEN THE DOCTO. BEFO.EM CMAN4 !ATIENTS NAMES 8ILL NOT BE FAMILIA. TO 4OF IF THE4 HA7EN5T BEEN IN FO. SOME TIME.D !atient< 4es-No. .ECE!T< IS THIS AN EME.;ENC4M CO.D DO 4OF NEED TO SEE THE DOCTO. .I;HT A8A4M Fo% ' 1e&0 A.&-e%: .ECE!TE A MO.NIN; O. AN AFTE.NOON A!!OINTMENTM !atient< CMorning-a$ternoon.D
ights
eserved.
.ECE!T*.ELATEDM .ECE!T< HO8 DID 4OF HEA. ABOFT OF. OFFICEM DO 4OF >NO8 8HE.E OF. OFFICE IS LOCATEDM C;I7E DI.ECTIONS, IF NEEDEDD .ECE!T< !LEASE COME ABOFT 1B MINFTES EA.L4 TO FILL OFT OF. FO.MS. .ECE!T< IF 4OF HA7E INSF.ANCE, !LEASE B.IN; THAT INFO.MATION 8ITH 4OF.
COMMON 0UESTIONS YOU
LL BE ASKED
6: *ill the 0octor need to take 4-rays7 A< Once t%e Doctor intervie3s 6ou, %e can t%en te'' 6ou 3%at tests are indicated in 6our case. 6: *hat does it cost7 A< T%ere is no cost $or t%e consu'tation 3it% t%e Doctor. I$ t%e Doctor t%in&s t%at %e can %e'p 6ou, %e 3i'' advise 6ou i$ $urt%er tests are indicated and 3i'' give 6ou t%e costs o$ t%ose tests. 6: 0oes the 0octor use the 888888 techni9ue7 A< T%e Doctor %as studied "an6 o$ t%e current tec%niGues used in natura' %ea't%care. Fee' $ree to discuss t%is 3it% %i".
ights
eserved.
NEW PAT I E N T I N F O RMAT I O N

T%e $o''o3ing in$or"ation a0out a'' patients "ust 0e recorded< . A'' appropriate $or"s "ust 0e $i''ed out COM!LETEL4. Co"p'eted ?To t%e Ne3 !atientA For" Co"p'eted 8C or !I Guestionnaire 1. A'' Ma=or Medica', and !I patients MFST sign an Assign"ent o$ Bene$its For". #. A'' !I patients MFST sign a Doctor5s Lien. 2. A'' 8C patients "ust sign severa' ;reen Liens. (. A'' MC patients MFST sign an E@p'anation o$ Medicare Bene$its For". ). !%otocop6 eac% patient5s driver5s 'icense and insurance or Medicare card. Be sure 3e %ave a'' o$ t%ese pieces o$ in$or"ation 0e$ore t%e patient 'eaves t%e da6 o$ t%eir $irst visit.
NEW PAT I E N T L O G F O RMAT

. Fi'' out a ?Toda65s Ne3 !atientA For" on a'' ne3 patients 3%o ca'' in or sign in to co"e into our o$$ice. Store t%ese $or"s in t%e note0oo& provided. 1. Enter t%e date o$ ca'', na"e, date o$ appoint"ent, and re$erra' source into 'og $or". On'6 t%e person 3%o too& t%e ca'' s%ou'd initia' t%e $or". #. T%e proper re$erra' source code is i"perative. 2. Enter date t%e ne3 patient co"es into t%e o$$ice $or t%e $irst consu'tation or $ree e@a". T%is is p'aced in t%e consu'tation 0o@. (. I$ t%e ne3 patient %as @*ra6s or is accepted $or treat"ent a CXD is entered in t%e proper space. C.e"e"0er, not a'' ne3 patients get @*ra6edD. I$ t%e ne3 patient does not start a C*D goes in t%is space.
ights
eserved.
). T%e co""ent 0o@ contains one o$ t%e $o''o3ing codes< XN Q .eceived @*ra6s *N Q No @*ra6s X. Q .eceived report *. Q .eport not done Note: All .e- p't e.t& %e!e (e ' #%ee p%el ) .'%" e2'). ,. T%ere s%ou'd 0e no 0'an& spaces a$ter one 3ee&. A'' ne3 patients s%ou'd 0e 'isted as a CXD or C*D. Status s%ou'd 0e con$ir"ed and recorded 06 t%e end o$ t%eir $irst 3ee& at t%e c'inic. :. I$ a patient ca''s 0ac& a$ter one 3ee& and a C*D status %as 0een assigned to t%e", t%e6 are to 0e re*entered into t%e ne3 patient 'og 3it% an appropriate co""ent recorded. /. I$ a ne3 patient %as @*ra6s and an e@a" CCXD statusD and t%e6 do not return $or t%e ne@t appoint"ent, t%e6 "ust 0e p'aced in t%e Missed Appoint"ents Log.
MA K I N G F I N A N C I A L AR R A N G EME N T S
8%en discussing $inancia' arrange"ents 3it% ne3 patients, t%ere are severa' $actors t%at are i"portant to cover. T%ese $actors "a6 di$$er depending on t%e pa6"ent categor6. E@a"ine eac% categor6 individua''6.
MAJOR MEDICAL
T%e "a=or "edica' patient %as a t%ird part6 carrier CInsurance Co.D 3it% 3%o" t%e patient %as a contract to cover part o$ t%eir c%arges. Eac% Insurance co"pan6 %as di$$erent arrange"ents 3it% t%eir su0scri0ers. Discussions 3it% a patient s%ou'd go so"et%ing 'i&e t%is. Financia' Coordinator CFCD< M6 na"e is ___________ and I 3ou'd 'i&e to discuss t%e $inancia' arrange"ents $or 6our treat"ents. Our insurance o$$ice 3i'' veri$6 6our po'ic6 3it% t%e carrier and advise 6ou o$ t%e e@act 0ene$its 6our insurance p'an a''o3s $or 6our %ea't%care. In "ost cases, 6ou 3i'' %ave a deducti0'e to pa6, a$ter 3%ic% t%e insurance carrier 3i'' cover a percentage o$ t%e c'ai", usua''6 0et3een ,BU to /BU o$ t%e 0a'ance. 8e 3ou'd 'i&e to "a&e a $ir" agree"ent as to %o3 6ou 3i'' pa6 6our portion o$ t%e c'ai". 4ou %ave t3o options. 4ou "a6 pa6 6our deducti0'e at t%is ti"e and _____U $or eac% visitJ 6ou "a6 pa6 06 state"ent 3%ic% 3e 3i'' send 06 t%e t%ird o$ eac% "ont%. A t%ird option 3ou'd inc'ude t%e Fa"i'6 !'an Cto purc%ase one 6ear5s 3ort% o$ care at one set $eeD. !atient< I 3ou'd 'i&e to c%oose option ________ .
CASH
FC< T%an& 6ou $or 6our con$idence in our o$$ice. M6 na"e is ______ and I 3ou'd 'i&e to discuss t%e $inancia' arrange"ents $or 6our treat"ents. 8e 3ou'd 'i&e to "a&e a $ir" agree"ent as to %o3 6ou 3i'' pa6 $or 6our treat"ents. 4ou %ave t3o options. 4ou "a6 pa6 at t%e ti"e o$ serviceJ 6ou "a6 pa6 06 state"ent 3%ic% 3e 3i'' send 06 t%e t%ird o$ eac% "ont%. A t%ird option 3ou'd inc'ude t%e Fa"i'6 !'an Cto purc%ase one 6ear5s 3ort% o$ care at one set $eeD. !atient< I 3ou'd 'i&e to c%oose option ______ .
ights
eserved.
MEDICARE
FC< M6 na"e is ______ and I 3ou'd 'i&e to discuss t%e $inancia' arrange"ents $or 6our treat"ents. Medicare, un$ortunate'6, "a6 cover on'6 a portion o$ 6our 0i'' $or services rendered 06 a natura' %ea't%care pro$essiona'. Medicare "a6 not pa6 $or @*ra6s, e@a"inations, p%6sica' t%erap6, or an6 ot%er services in our o$$ice. T%e6 "a6 pa6 a portion o$ t%e 0i''ing $or natura' %ea't%care treat"ent. T%is is appro@i"ate'6 V 1.(B to V (.(B per visit $or a "a@i"u" o$ 1 visits per 6ear. 8e do not accept Medicare assign"ent, 0ut 3e 3i'' 0i'' Medicare $or 6ou and 3e do not c%arge $or t%is service. 8e 3ou'd 'i&e to "a&e a $ir" agree"ent as to %o3 6ou 3i'' pa6 $or 6our treat"ents. 4ou %ave t%ree options. 4ou "a6 pa6 at t%e ti"e o$ serviceJ 6ou "a6 pa6 06 state"ent 3%ic% 3e 3i'' send 06 t%e t%ird o$ eac% "ont%. A t%ird option 3ou'd inc'ude t%e Fa"i'6 !'an Cto purc%ase one 6ear5s 3ort% o$ care at one set $eeD. Ho3 3ou'd 6ou 'i&e to %and'e t%ingsM
ights
eserved.
WORKMENS COMPENSATION CLAIMS

FC< M6 na"e is ______ and I 3ou'd 'i&e to discuss t%e $inancia' arrange"ents $or 6our treat"ents. As an in=ured 3or&er 6ou are entit'ed to %ave 6our "edica' care covered in $u'' 06 6our e"p'o6er5s 8C Carrier. 8e 3i'' %and'e t%e 0i''ing and a'' o$ t%e paper3or&. I 3ou'd 'i&e to i"press on 6ou t%e i"portance o$ &eeping 6our sc%edu'ed appoint"ents and $o''o3ing t%e Doctor5s instructions e@act'6. I$ 6ou $ai' to $o''o3 t%roug% 3it% t%e appropriate treat"ent p'an, 6ou "a6 =eopardiEe 6our c'ai". I$ 6our c'ai" is denied, 6ou 0eco"e responsi0'e $or t%e 0i''. I$ t%ere are di$$icu'ties 3it% t%e c'ai", 3e e@pect 6our assistance in so'ving pro0'e"s. 8e 3i'', %o3ever, %e'p 6ou as "uc% as possi0'e.
PERSONAL INJURY
FC< M6 na"e is _______ and I 3ou'd 'i&e to discuss t%e $inancia' arrange"ents $or 6our treat"ents. 8e %ave accepted a 'ien $or t%e c%arges incurred 06 6ou $or services in t%is o$$ice. T%at "eans t%at 0arring an6 ot%er sources o$ pa6"ent, 3e 3i'' 3ait $or t%e outco"e o$ 6our 'a3suit to co''ect our $ees. Ho3ever, 3e 3i'' 0i'' and co''ect $ro" 6our persona' %ea't% insurance and 6our o3n auto insurance "edica' pa6"ent. 8e reGuire t%e in$or"ation to 0i'' t%ese po'icies 3it%in t%e $irst 3ee& o$ 6our treat"ent or 3e cannot accept 6our 'ien and 6ou 3i'' %ave to pa6 $or care out*o$*poc&et. I 3ou'd 'i&e to i"press on 6ou t%e i"portance o$ &eeping 6our sc%edu'ed appoint"ents and $o''o3ing t%e Doctor5s instructions e@act'6. I$ 6ou $ai' to $o''o3 t%roug% 3it% t%e appropriate treat"ent p'an, 6ou "a6 =eopardiEe 6our c'ai". .e"e"0er a 'ien on'6 de'a6s t%e pa6"ent $or 6our services. 4ou are sti'' $u''6 responsi0'e $or t%e tota' 0i''.
ights
eserved.
HA N D L I N G MI S S E D AP P O I N TME N T S
. One s%eet is prepared $or eac% da6. A'' ne3 patients and e@a"s are ca''ed $irst t%ing in t%e a.". to con$ir" t%eir appoint"ents. 1. I$ a patient does not appear 3it%in B "inutes o$ t%eir sc%edu'ed appoint"ent, t%e6 are to 0e ca''ed to con$ir" or resc%edu'e t%eir appoint"ent. T%e co"puter does not s%o3 "issed appoint"ents unti' #( "inutes %ave passed. CSee t%e Co"puter Manua' to 'earn %o3 to use t%e co"puter*assisted "issed appoint"ent 'og.D I$ t%e patient cannot 0e reac%ed a$ter # atte"pts, t%e6 are p'aced in t%e "issed appoint"ent 'og. Ca''s are to 0e co"p'eted as $o''o3s< . B "inutes a$ter "issing appoint"ent 1. Lunc% or "id*a$ternoon #. Dinner or 'ate*a$ternoon T%e proper codes to enter into t%e Co"puter Missed Appoint"ent Log are as $o''o3s< . NA Q No Ans3er #. DC Q Doctor Ca''ed 1. LM Q Le$t Message 2. .S Q .esc%edu'ed #. A'' patients 3%o %ave not 0een resc%edu'ed or %ave co""ents concerning t%eir resc%edu'ing MFST 0e recorded in t%is 'og. 2. T%e $o''o3ing da6 t%is 'og is consu'ted regu'ar'6 and t%e patients are ca''ed unti' status is con$ir"ed. (. At t%e end o$ t%e da6, "issed appoint"ents are co'or*coded. ;.EEN !atient 3as resc%edu'ed BLFE !atient 3as not reac%ed !IN> !atient dec'ined to resc%edu'e. Needs Doctor attention ). A'' patients "ar&ed in B'ue are to 0e trans$erred to t%e current "issed appoint"ent 'og. A'so note t%at t%is is done 06 t%e co"puter. ,. No pages are to 0e 'e$t inco"p'ete "ore t%an t3o da6s. :. T%e Missed Appoint"ent Log is to 0e p'aced on t%e Doctor5s des& at t%e end o$ eac% 3or&ing da6.
ights
eserved.
NEW F I L E CO N T E N T S
Ne3 patient $i'es s%ou'd 0e &ept on %and to $aci'itate ne3 patient processing. Eac% $o'der s%ou'd contain t%e $o''o3ing.
MAJOR MEDICAL -MM.

. Ne3 !atient In$or"ation For" 1. Assign"ent For" #. Insurance 7eri$ication For" 2. !atient !o'ic6 Boo&'et (. !o3er o$ Attorne6 Cto sign c%ec&sD ). !re'i"inar6 E@a" For" ,. Treat"ent .ecord
WORKERS COMPENSATION
. Ne3 !atient In$or"ation For" 1. 8or&ers5 Co"p In$or"ation For" #. 8or&ers5 Co"p !a"p%'et 2. Insurance 7eri$ication For" (. !atient !o'ic6 Boo&'et ). Assign"ent For" ,. !re'i"inar6 E@a" For" :. Treat"ent .ecord /. ;reen Lien
PERSONAL INJURY
. Ne3 !atient In$or"ation For" 1. !ersona' In=ur6 In$or"ation For" #. Insurance 7eri$ication For" 2. Assign"ent For" (. !o3er o$ Attorne6 Cto sign c%ec&sD ). !atient !o'ic6 Boo&'et ,. !re'i"inar6 E@a" For"
ights
eserved.
:. Treat"ent .ecord /. Doctor5s Lien
NEW PAT I E N T F I L E S
8%en a ne3 patient $i'e is set up to 0e sent to t%e 0ac& o$$ice $or t%e patient5s initia' consu'tation, it s%ou'd 0e set up in t%e $o''o3ing "anner. . !atient Hea't% Histor6, !re'i"inar6 E@a" For", and Treat"ent .ecord attac%ed, in t%is order, OFTSIDE t%e $i'e. 1. !atient5s na"e 3ritten on t%e !re'i"inar6 For", 0ut not on t%e Treat"ent .ecord.
A S TEPBYS TEPP ROCEDUREFORI NSURANCE CL A IMS

Eac% da6, go over t%e 'ist o$ ne3 patients and 0e sure t%at 3e %ave received t%e $o''o3ing in$or"ation< . A'' appropriate $or"s need to 0e $i''ed out COM!LETEL4. A. Co"p'eted ?To t%e Ne3 !atientA $or". B. Co"p'eted 8C or !I Guestionnaire. 1. A'' patients, inc'uding !I and 8C, read po'ic6 'etter and sign. #. A'' Ma=or Medica', and !I patients MFST sign an ASSI;NMENT OF BENEFITS $or". 2. A'' !I patients MFST sign a DOCTO.5S LIEN. T%is 'ien s%ou'd 0e i""ediate'6 sent to t%eir attorne6 $or t%eir signature. (. A'' 8C patients MFST sign severa' ;.EEN LIENS. ). ALL MC patients MFST sign an EN!LANATION OF MEDICA.E BENEFITS For".
ights
eserved.
,. !%otocop6 eac% patient5s driver5s 'icense and insurance or "edicare cards. BE SF.E 8E HA7E ALL THESE !IECES OF INFO.MATION BEFO.E THE !ATIENT LEA7ES THE DA4 OF THEI. FI.ST 7ISIT. Fo''o3*t%roug% on t%e $o''o3ing "ust 0e "ade<
WC PROCEDURES
. 8C patients need aut%oriEation $ro" t%eir e"p'o6er $or us to treat t%e" on a regu'ar 0asis C8C Carriers 3i'' a'"ost a'3a6s pa6 $or e"ergenc6 treat"entD. T%ere$ore, 6ou "ust ca'' t%e e"p'o6er and in$or" t%e" t%at 3e %ave seen t%ese patients and get t%eir aut%oriEation and t%e na"e, address and p%one nu"0er o$ t%e 8or&er5s Co"p. carrier. 4ou s%ou'd a'so instruct t%e patient to procure 3ritten aut%oriEation 0e$ore t%eir ne@t visit. T%e 8C 0roc%ure supp'ied %as space on t%e 'ast page $or t%is purpose. A'so 3e "ust %ave t%e patient5s Ma=or Medica' insurance in$or"ation ande@p'ain t%at, in case t%eir 8C c'ai" is denied, 3e 3i'' 0i'' t%eir MM carrier. 1. !I patients "ust 0e veri$ied 06 ca''ing eit%er t%e supp'ied carrier5s o$$ice or t%eir attorne65s o$$ice. Be sure to get ALL insurance in$or"ation on ALL carriers as Guic&'6 as possi0'e CMM or Med !a6D. #. A'' 8C patients 3i'' need to %ave a DOCTO.5S FI.ST .E!O.T co"p'eted and sent out as $o''o3s< Origina' to t%e 8C Carrier, cop6 to t%e e"p'o6er, and cop6 to t%e patient5s $i'e. T%e DOCTO.5S FI.ST .E!O.T is a $or" t%at "ust 0e sent in 3it%in ( 3or&ing da6s o$ t%e e@a"ination o$ t%e patient in t%e o$$ice. T%is $or" is used in ALL 8C c'ai"s. 8C Carriers reGuire "ont%'6 updates on a patient5s progress. 8e current'6 use a $or" ca''ed ?Supp'e"enta' .eportA $or t%is purpose. Have su$$icient nu"0ers o$ t%ese on %and $or 6our $uture use. T4e 83o=e623e 7o3 ?o:t4>@ A9>>9:B 32:1 51 7o>>o;1: aD Be sure 6ou %ave a 'ist o$ current 8C patients. 0D Secure a'' t%e patient $i'es $or t%ese patients. cD C%ec& to see t%at t%e6 a'' %ave copies o$ t%e previous ?Supp'e"enta' .eportA in t%e $i'e. CI$ t%e6 are ne3, o$ course t%e6 3i'' not %ave oneD.
ights
eserved.
dD Supp'6 t%e Doctor 3it% a ne3 ?S.A $or eac% patient. 4ou s%ou'd $i'' out a'' in$or"ation t%at 6ou can on t%ese $or"s $irst. eD !'ace a'' t%ese prepared $i'es on t%e Doctor5s des& or in 0as&et. $D 8%en t%e Doctor returns t%e co"p'eted $or"s to 6ou, prepare an ite"iEed state"ent $or t%at "ont%5s c%arges $ro" !atient Data Fi'es, attac% to t%e ?S.A and su0"it to t%e appropriate carrier. gD A'so, an updated ;reen Lien needs to 0e signed 06 t%e patient and su0"itted to t%e 8or&er5s Co"pensation Appea's Board IF THE CLAIM IS IN DIS!FTE. T%is s%ou'd 0e done on a 0i"ont%'6 0asis. It is especia''6 i"portant to su0"it a ;reen Lien prior to a %earing on a patient5s c'ai".
PI PROCEDURE
T%ere are t3o di$$erent &inds o$ !I cases< t%ose c'ai"s t%at are 0eing 'itigated C%and'ed 06 an attorne6D and t%ose t%at are not. Eac% s%ou'd 0e %and'ed di$$erent'6. a. T%e $irst case reGuires our contacting t%e attorne65s o$$ice and advising t%e" t%at 3e are treating t%e patient. E@p'ain to t%e" t%at 3e nor"a''6 reGuire pa6"ent as services are rendered Ct%roug% t%e patient5s o3n insurance carrierCsDD. As& t%e" i$ t%is 3i'' 0e a pro0'e". 8e 3i'' 0i'' t%e patient5s "a=or "edica' carrier and-or t%eir o3n auto po'ic6. CAs an aside< So"e attorne6s do not 'i&e to %ave t%e Doctor5s 0i'' paid unti' t%e end o$ t%e c'ai" as t%e6 get paid on a percentage o$ t%e tota' c'ai". T%ere$ore, i$ 3e get paid i""ediate'6, t%e6 get 'essD. So 3e "ust assert ourse'ves. Again, i$ t%e patient %as ot%er insurance 0esides coverage on anot%er5s 'ia0i'it6 auto po'ic6, 3e 3i'' 0i'' $or i""ediate pa6"ent. I$ t%ere is an6 di$$icu't6 3it% t%is, $ee' $ree to de"onstrate to t%e patient %o3 t%ese nu"0ers 3or& out as $o''o3s< C'ai" 3it% doctor5s 0i''< V1B,BBB Su0tract 2BU $or attorne6< V:,BBB.BB !atient5s s%are eGua's< V 1,BBB
ights
eserved.
I$ t%e 0i'' is V2,BBB, t%e patient "ust pa6 our o$$ice $ro" %is sett'e"ent, 'eaving V:,BBB.BB $or %i"se'$. No3 note t%e $o''o3ing< Tota' c'ai" 3it%out 0i''< V ),BBB Su0tract 2BU $or attorne6< V(,2BB !atient5s s%are eGua's< V/,)BB I t%in& 6ou can see 3%6 a 'ess*et%ica' attorne6 3ou'd 0e re'uctant to %e'p us 3it% pa6"ent. 8e can, %o3ever, 3it% t%e a0ove i''ustration get t%e assistance o$ t%e patient, in "ost cases, in getting ALL insurance in$or"ation. B6 t%e 3a6, i$ t%e attorne6 does not in$or" t%e patient-c'ient on t%e 3a6 %e and t%e Doctor gets paid, %e is co""itting a $or" o$ $raud and it is possi0'e Cin cases 3%ere t%e attorne6 is not cooperativeD to report t%eir conduct to t%e 'oca' Bar. I$ t%e patient %as no ot%er insurance, 3e nor"a''6 %ave to 3ait $or t%e outco"e o$ t%e sett'e"ent. Our irrevoca0'e 'ien 3i'' protect us, as it reGuires our $ees to 0e dis0ursed 06 t%e attorne6 and "a&es %i" 'ia0'e Ct%at is, %e "ust pa6 our $eesD i$ %e does not per$or". BE SF.E THAT THE LIEN IS SI;NED B4 THE !ATIENT AND THE ATTO.NE4. 0D In cases 3%ere t%ere is no attorne6 invo'ved 3e 3i'' sti'' need a'' t%e insurance in$or"ation. T%e patient is "ade a3are t%at %e is tota''6 responsi0'e $or t%e 0i''. 8e 3i'' accept assign"ent on'6 a$ter %e %as supp'ied us 3it% a veri$ied insurance po'ic6 responsi0'e $or t%e c'ai". IN ALL CASES, HA7IN; TOO MFCH INFO.MATION IS BETTE. THAN NOT ENOF;H. THE.EFO.E, AL8A4S HA7E THE !ATIENT SI;N A DOCTO.5S LIEN.
ights
eserved.
E N T E R I N G DATA I N T O T H E COMP U T E R
8e %ave severa' "anua's 3%ic% descri0e t%e "et%ods and seGuence o$ entering in$or"ation into t%e co"puter. Find t%ese "anua's and 'earn %o3 to enter data. Basic ru'es to $o''o3 are as $o''o3s< . .ead t%e "enus and c%oose 6our 3or&ing $ie'd CscreenD appropriate'6. 1. .ead t%e screen 6ou are in and BE SF.E 4OF FNDE.STAND THE !F.!OSE OF THE BLAN>S TO BE FILLED. T%e $ie'ds 6ou 3i'' "ain'6 0e concerned 3it% 3i'' 0e initia''6 $or $i'ing c'ai"s< !ATIENT DATA FILES !E.SONAL INSF.ANCE CA..IE. DIA;NOSIS INSF.ANCE COM!AN4 MASTE. FILE . Be sure 6ou %ave a'' t%e carriers 3%o "a6 0e 0i''ed and p'ace t%e" in t%e carrier $i'e under !atient Data Fi'es. T%e pri"ar6 carrier is t%e carrier 3%o %as t%e pri"ar6 'ia0i'it6. 1. In t%e case o$ a "a=or "edica' c'ai", t%e pri"ar6 carrier is t%e patient5s o3n %ea't% insurance po'ic6. I$ t%e patient5s spouse %as a %ea't% insurance po'ic6, t%is po'ic6 3ou'd 0e in t%e secondar6 position C3%ic% "eans it pa6s a 'esser percentage o$ t%e c'ai".D #. For 8C c'ai"s, enter t%e 8C carrier in t%e pri"ar6 position. I$ t%e patient %as %ea't% insuranceCsD, p'ace t%is in$or"ation in t%e secondar6 or t%ird positions. T%e 8C carrier and MM carrier are inactivated as 3e 0i'', 06 state"ent, to 8or&ers5 Co"p. An attorne65s na"e and address can 0e entered %ere to a''o3 eas6 "anage"ent o$ t%is in$or"ation C0e sure to inactivateD. 2. For Medicare, treat t%e sa"e as MM 3it% t%e "edicare carrier in t%e pri"ar6 position.
ights
eserved.
(. For !I, $irst deter"ine i$ 3e 3i'' 0e 0i''ing an insurance co"pan6 or sending ite"iEed state"ents to an attorne6. I$ 3e are 0i''ing an MM insurance co"pan6., p'ace t%at co"pan6 in pri"ar6 position. I$ t%ere are an6 ot%er app'ica0'e insurances, p'ace t%e" in 'o3er positions, i.e. ot%er auto po'icies, %o"e or sc%oo' insurances, or "a=or "edica' po'icies. In persona' in=ur6 t%ere "a6 0e "ore t%an one carrier t%at 3i'' eac% cover BBU o$ t%e c'ai". 8e enter a'' t%e carriers at once as our co"puter s6ste" 3i'' a''o3 us to c%oose 3%ic%,carrier or carriers, to 0i''. More on t%is 'ater.
NEW PAT I E N T
SE NTRY
. Ne3 patients are entered into t%e !ersona' In$o Screen in t%e co"puter 06 t%e .eceptionist, using t%e appropriate pa6"ent code. Enter as "uc% CO..ECT in$or"ation as possi0'e. .e$erra' source code "ust 0e entered. 1. Bogus Carrier is entered auto"atica''6 in t%e Insurance Carrier Screen. T%is 3i'' a''o3 6ou to enter transactions. #. Be$ore entering t%e $irst transaction, DETE.MINE THE ENACT !A4MENT A..AN;EMENT. IF IT IS CASH, DELETE THE BO;FS CA..IE. BEFO.E 4OF ENTE. THE T.ANSACTION. I$ t%e carrier is not de'eted, insurance 3i'' 0e printed on t%e cas% patients. 2. T%e Insurance OA co"p'etes t%e entr6 o$ ALL t%e 0'an&s on Screens re'ating to insurance. Specia' e$$ort is "ade to identi$6 t%e e@act pa6"ent arrange"ent and enter it onto t%e screens. Enter correct carrier.
ights
eserved.
I N S U R A N C E RE P O R T S
ALL insurance co"panies 3i'' sooner or 'ater send a $or" reGuesting $urt%er in$or"ation on t%e patient5s condition and suspend pa6"ent unti' t%e6 receive t%e reGuested in$or"ation. T%ere$ore, 3e "ust rep'6 as soon as possi0'e. 8%at t%e6 usua''6 reGuest is as $o''o3s< Ho3 'ong %ave 3e 0een treating t%e patientM 8%at condition or diagnosisM FindingsM Su0=ective O0=ective N*ra6 Treat"ent !rogra" !rognosis 8%en a reGuest $or a report or in$or"ation $ro" an Insurance Carrier or attorne6 is received, re"ove t%e patient5s $i'e $ro" t%e s%e'ves and attac% to it t%e reGuest 3it% a p%otocop6 and a 3or&s%eet and p'ace it in t%e treating Doctor5s in 0as&et. T%e Doctor 3i'' co"p'ete t%e report or instruct 6ou %o3 to co"p'ete t%e report 06 3a6 o$ a TAS> ASSI;NMENT FO.M. 8%en t%e report is returned to 6ou, co"p'ete an6 t6ping and %ave it signed 06 t%e Doctor, p%otocop6 it and "ai' t%e origina' to t%e reGuesting part6.
I N S U R A N C E 0U E S T I O N S F R OM PAT I E N T S
Insurance Guestions $ro" patients directed at an6one 0ut t%e Insurance Coordinator s%ou'd 0e %and'ed as $o''o3s< . Direct'6 turn t%e patient over to t%e Coordinator, i$ s%e can 0e interrupted. T%is s%ou'd on'6 0e done i$ t%e Guestion is F.;ENT. 1. Ta&e do3n a'' pertinent in$or"ation and te'' t%e patient 6ou 3i'' pass it on to t%e Coordinator 3%o 3i'' get in touc% 3it% t%e" 3it%in 12 %ours. Do not atte"pt to ans3er Guestions t%at invo've researc% into patient $i'es or t%e co"puter, as t%is on'6 serves to disrupt 6our productivit6.
ights
eserved.
CH A N G E S I N PAT I E N T I N F O RMAT I O N
8%en a patient c%anges $inancia' status CMM to !I or !I to 8C, etc.D do t%e $o''o3ing< . Inactivate t%e current account. 1. Start a ne3 patient account 3it% t%e current in$o in a'' t%e $i'es C$inancia', carrier, etc.D. #. Set up t%e $inancia' $i'e in o'd account to re$erence t%e current account. Nu"0er correct'6. 2. Set up t%e ne3 $inancia' $i'e proper'6. For e@a"p'e< i$ t%e patient is a cas% patient and 0eco"es 8C, t%e $i'e s%ou'd re$'ect t%at t%e6 do not pa6 at t%e $ront des&. (. Be sure 3e %ave a current address and te'ep%one nu"0er.
ights
eserved.

Office Policy Manual

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Office Policy Manual

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_________________________________________________________________________ _________________________________________________________________________

OFFICE POLICY MANUAL

David Singer Enterprises, Inc.

OFFICE ASSISTANT CHECKLIST

ONE DOCTOR ONE OA OFFICE

FRONT DESK OA/RECEPTIONIST

DURING PATIENT HOURS

AFTER PATIENT HOURS

PUBLIC RELATIONS OA CHECKLIST

save t%e doctor5s ti"e 06 screening ca''s.

PHONE SCRIPT FOR AN ESTABLISHED PATIENT

PHONE SCRIPT FOR A NEW PATIENT

SCREENING YOUR DOCTOR S CALLS

TODAY S NEW PATIENT FORM

NEW PATIENT FILES

_ 1. STA.T THE CHEC>LIST<

_ #. SELECT A!!.O!.IATE FO.MCSD<

_ !" !ATIENT FILLS OFT !A!E.8O.><

_ (. COM!LETE ADMINIST.ATI7E TAS>S<

_ ). .E7IE8 THE !A!E.8O.> 8ITH THE !ATIENT<

_ ,. TELL !ATIENT ABOFT THE DOCTO.<

_ :. COmit if already done over phoneD INT.ODFCE FINANCES<

_ /. CO!4 THE INSF.ANCE CA.D AND D.I7E.5S LICENSE.

_ B.INT.ODFCE THE !AM!HLETS<

.OFFE. HEL! 8ITH THE !AM!HLETS CIF NECESSA.4D<

_ 1.8AL> !ATIENT TO CONSFLTATION- ENAMINATION .OOM<

OA DAY ONE CONCLUDING ACTIONS

_ . COLLECT TODA45S FEE<

_ 1. EN!LAIN INSF.ANCE 7E.IFICATION<

_ 2. ;I7E !ATIENT THE FFNCTION AND HEALTH !AM!HLETS.

_ (. B.IN; !ATIENT TO .E!O.T OF FINDIN;S .OOM.

OA - DAY TWO CONCLUDING ACTIONS

_ 2. TA>E !ATIENT TO .E!O.T .OOM O. AD9FSTIN; .OOM.

OA DAY FOUR FINANCIAL ARRANGEMENTS

THE SYMPTOMS OF PRACTICE PROBLEMS

WHAT IS THE NEW PATIENT BOOK#

SAMPLE PAGE OF A NEW PATIENT BOOK

RECEPTIONIST S DAILY CHECKLIST

MAINTAIN CALL LOG

BACK OFFICE CHECKLIST

FINANCIAL COORDINATOR S CHECKLIST

S AMPLE PAT I E N T P OLICIES

PATIENT POLICY: PERSONAL INJURY

PATIENT POLICY: WORKERS COMPENSATION

PATIENT POLICY: PATIENT-DOCTOR AGREEMENTS

CANCELLING OR CHANGING APPOINTMENTS

DIET AND FOOD SUPPLEMENTS

PAT I E N T A PPOINTMENT B OOK ANDT IME MA N A G E M E N T

%E$ISTING PATIENTS& COLUMN

APPOINTMENT BOOK PROCEDURE

TIME MANAGEMENT CLUSTER BOOKING SCHEDULE

TIME MANAGEMENT AVAILABILITY SCHEDULE

TIME MANAGEMENT TIMEBLOCK SCHEDULE

PATIENT HANDLING TO CONTROL SCHEDULE

TIME MANAGEMENT PAPERWORK SCHEDULE

THE INTERIM REPORT

MISSED APPOINTMENT CALL SCRIPT

ADDITIONAL BACKUP DATA IF NECESSARY:

IF NO-SHOWS ARE A SIGNIFICANT PROBLEM

INSURANCE ASSIGNMENT -ACCEPTED ORALLY AFTER COVERAGE HAS BEEN VERIFIED.

WORKERS COMPENSATION AND NO FAULT

SPECIAL ARRANGEMENTS -PREPAYMENT PLANS* DISCOUNTS* OR OTHER.

MULTIPLE APPOINTMENT CALENDAR

SAMPLE COLLECTION LETTERS

_ _