by Mary Pat Whaley | Jan 20, 2010 | Amazing Customer Service, Day-to-Day Operations, Leadership
Sometimes in the midst of making changes to improve things, we inadvertently lose the patient. Sometimes we literally lose the patient because they say “Everything is changing and I don’t like it. I’m taking my business elsewhere.” Sometimes...
by Mary Pat Whaley | Jan 17, 2010 | Day-to-Day Operations, Finance, Medicare & Reimbursement
Medicare is a federal health insurance program created in 1965 for: people age 65 or older, people under age 65 with certain disabilities, and people of all ages with End-Stage Renal Disease (permanent kidney failure requiring dialysis or a kidney transplant) Medicare...
by Mary Pat Whaley | Jan 13, 2010 | Collections, Billing & Coding, Day-to-Day Operations, Finance
I’ve had lots of questions about financial policies since I did a webinar on patient collections last year. Here’s a short course on developing a new financial policy for your practice. The topic is addressed more comprehensively in my book. I dislike...
by Mary Pat Whaley | Jan 10, 2010 | Day-to-Day Operations, Human Resources
You probably can’t. But that doesn’t mean I haven’t been guilty of trying to in the past. I have typically had a policy in my personnel handbook saying staff can be terminated for discussing wages. But should you really follow through with that...
by Mary Pat Whaley | Jan 3, 2010 | Day-to-Day Operations, Medicare & Reimbursement
I sat at the checkout desk in my practice last week for the first time and as always, it was a revelation. If you haven’t worked your check-in and check-out desks recently, I highly recommend it. An insured patient that I checked out was shocked when I said the...
by Mary Pat Whaley | Dec 21, 2009 | Collections, Billing & Coding, Day-to-Day Operations, Medicare & Reimbursement
My book on front-end collections has been doing really well and I’m pleased that a number of people have called me or emailed me with questions. Here’s one question that a number of people have asked – “Can you tell me more about knowing what...
