Front Desk Pre-Visit Planning

Front Desk Pre-Visit Planning

Pre-visit planning is a powerful tool to use.  Performing pre-visit planning at your practice is an opportunity and a surefire way to save time and reduce unpreparedness, data accuracy, and costs. Planning leads to a meaningful and productive office visit as much as possible.

Let’s look at how to utilize pre-visit planning in practical ways:

Front Desk Pre-Visit Plan

1. It is essential to review your patient appointment schedules every week. At least three days before the expected appointment, you should prepare the patient appointment schedule list to ensure the insurance payer is current. You should also identify co-pay (if necessary) and any patient balance bill or payment arrangements collection.
2. The type of EMR you use will determine how to enter patient financial and demographic information into a Registration Work Queue list. This will make it easy for the front desk staff to communicate with the patient during check-in.
3. The benefit of front desk pre-visit planning is that it reduces wait time at check-in when the patient’s financial and demographic information is already prepped. It will also allow for quick action if an unexpected patient arises.
4. You can also leverage Patient Portal eCheck-Ins to lessen wait time at check-in and patient updates. If your practice uses text messages, you can also remind patients to do eCheck-In at least one to two days before their appointment.
5. For data accuracy, the information gathered in advance at the registration section of the financial/demographic is paramount for clean claim submissions and future collection efforts. Incorrect or lack of this information could lead to claim denials or delays, which impacts cash flow and increases overall costs to time and receiving timely reimbursement due to resubmission efforts.
6. It is highly recommended to conduct annual staff training and follow-up audits to ensure the pre-planning process is performed efficiently. This is a critical position as it involves collecting money and gathering crucial payer information. With annual changes in patients’ insurance coverage enrollments, maintaining staff strengths in this area is essential.

Every physician practice is different in size, scope, tools, and staffing resources.  It is optimal to tailor practice transformation solutions that best suit your physician practice’s needs.