The insurance expert in your office should/must be the leader among the staff.
Of course, each staff member is important and crucial for the functioning of the office. If your front desk people are rude, chaos will reign. If your nurses or techs are uncaring, your patients won’t return. If you have a retail side like contacts or optical, their job performance is essential for the financial growth of the business.
But if your insurance expert doesn’t lead the way, your office will go out of business.
With the near-essential nature of third-party healthcare, having a qualified insurance filer is an absolute necessity and therefore a leader. What makes them the leader? Three things:
One: They are guidance for the staff in terms of acquiring and inputting information. Wrong info in means a claim denial. Correct info in gives you a fighting chance.
Two: The insurance world is an ever-fluid industry. The rules change often without notice. Your insurance expert is the gatekeeper for all of that knowledge. Without their learning, the staff doesn’t have a chance of processing patients correctly.
Third: Filing insurance correctly is the doctor’s office only chance of maintaining a steady income flow. Without it, there won’t be enough money to even pay salaries.
While each employee is valuable, the insurance expert drives the ship.
For the doctor or manager, show appreciation (both verbal and financial). Invest in their education.
For the staff person, be patient as they guide you in ever-changing waters of insurance.
For the patient, understand that they will make mistakes while simultaneously recognizing they know the insurance better than you do.
For the insurance expert, display patience with the staff as they don’t have the information you have. Lead them confidently and in humility so they will follow your lead. Be a “want to follow” type leader instead of a “have to follow” type of leader.
We will tackle issues like this and lots more on our ProSight Success Podcast. To find out which platforms are available, go to the podcast’s webpage.
If your insurance person needs training, or if you are an insurance expert and would like to branch out into your own business, don’t hesitate to contact us. Our HealthCare Pro Academy – Billing & Coding Mentorship is designed to help you.
Know this above all, we salute your hard work.
Front Desk Academy
Gordon Duncan is an award-winning educator, salesman, teacher, manager, and writer. He has taught in the public school system, lobbied for school's accreditation, managed eye clinics, led sales' teams, and also publishes books on theology, church, and culture.