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How to Provide Positive Feedback to Medical Coding and Billing Colleagues

Part of being a professional medical biller and coder is being able to provide positive feedback to co-workers. Let’s face it: Office politics are often (okay, always) at play, so getting along with your co-workers is important.

From the receptionist at the front desk to the intake nurse, you have multiple opportunities to keep things positive around the office (even if someone’s driving you nuts).

The success of your job as a biller/coder depends largely on the accuracy of the information gleaned when each patient checks in. Here are some tips on how to get (or continue to get) the info you need from the front desk:

  • Make sure that the people at the front desk who are facilitating this process understand its importance and let them know how much you appreciate the effort they put into getting cooperation from the patients.

  • If necessary information is often missing or incorrect, examine the form and see whether you can identify a particular area that makes gathering the necessary information difficult. Discuss the issue with the office manager and diplomatically remind the staff that mistakes on the front end of the claim delay payment.

  • If the office uses electronic medical records that employ electronic patient registration, make sure that the necessary information is programmed to the required field.

    Most offices that use electronic medical records are contracted with or have their own software support (the Information Technology department). Work with the IT department to make sure that the necessary information is entered.

When discussing deficiencies in an office process or a co-worker’s performance, try to use constructive suggestions. The following examples illustrate how to phrase feedback in a positive way. Notice how each identifies the issue and opens the door to a possible solution without accusation or blame:

  • “Do you think that we need to revise the demographic form since we’re not always capturing the necessary information up front?”

  • “Do we have a contact at XYZ insurance that we (or I) can reach out to for assistance with this issue?”

  • “I’ve identified a pattern that shows we’re not differentiating between the AEIOU insurance plans when we enter them into the billing software. Please make sure to check the address on the each patient’s insurance card when entering demographic and billing information.”

  • “Dr. Smith usually does not dictate until being reminded. Can we set up a remote dictation system to make it easier for him?”

  • “It would make claim submission faster if we had the necessary invoices without requesting them. Can we set up a process to have the invoices copied to the billing office upon receipt?”

  • “We can’t submit claims that are waiting for pathology reports. Is there a way for us to access these reports directly through the lab?”

  • “If Joe needs help with payer matching, I’d be happy to do it with him” (as opposed to telling Joe you will do it yourself).

  • “Thanks!” The most important sentence of all.

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