by Mary Pat Whaley | Feb 27, 2018 | A Career in Practice Management, Amazing Customer Service, Day-to-Day Operations, Human Resources, Quality
This month John Perry Barlow died. Described by Stephen Levy of Wired as a “cowboy, poet, romantic, family man, philosopher, and ultimately, the bard of the digital revolution”, Barlow penned a list he called the “25 Principles of Adult Behavior,” as a series of...
by Mary Pat Whaley | Jan 16, 2018 | Amazing Customer Service, Practice Marketing
It is important to address every online review – good or bad – publicly so that others reading the review will know you are responsive to patient communication and concerns. Here’s How to Respond Here are some simple steps to addressing a bad review,...
by Abraham Whaley | Mar 9, 2016 | Amazing Customer Service, Collections, Billing & Coding, Compliance, Day-to-Day Operations, Finance, Medicare & Reimbursement
The advance beneficiary notice (ABN) is a powerful tool for practices to educate patients about their benefits and responsibilities for Medicare non-covered services. Many of our readers still write us to ask questions about the form and the correct way to use it in...
by Mary Pat Whaley | Oct 15, 2015 | Amazing Customer Service, Collections, Billing & Coding, Day-to-Day Operations, Finance, Human Resources
Do not incentivize and reward your billing staff for reduced days in accounts receivable, increased collections or decreased non-contractual (bad debt) write-offs! I bet you thought I was going to say that billers are paid to do a job and they should not be...
by Abraham Whaley | Apr 28, 2015 | Amazing Customer Service, Manage My Practice Classics
I like to get complaints from patients. No, I’m not a glutton for punishment. What I like about complaints is that I hear directly from the patient what is bothering them, and I have an opportunity to connect with them personally. The ideal situation is having the...
by Mary Pat Whaley | Sep 16, 2013 | Amazing Customer Service, Electronic Medical Records, Innovation, Learn This: Technology Answers, Practice Marketing, Social Media
I am always excited when physicians design products for other physicians because they “get it.” Here’s the tale of a Midwest physician, Dr. Fred Church, who has developed a free app to communicate one-on-one with his patients via email or text....
