Asking the right questions to get paid.

Asking the right questions to get paid.

I run into this a lot. It happens at the front desk.

The process often goes like this: “Has anything changed since your last visit.” or “Has your address changed, your insurance changed, or is your phone the same?”

Sounds innocent enough, but most times the answers are always the same; “No”–the patient does not internalize the question, they simply have a stock answer.

Teaching the front staff to ask the right questions makes a world of difference.

Teach the front staff to say “What is your current address?’ and “Let me make a copy of your insurance card?’ and “What is the best number to reach you?” will often give very different answers. These questions cause the patient to internalize the question and deliver the proper response.