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Monthly Archives: October 2013

Amazon ebook promotion ends today

The four-day promotion on Amazon offering Laurie Morgan's just-published ebook -- Get the Best From Your Medical Billing Service (Management Rx) free ends today. If you're using a third party billing service or considering engaging one, don't miss the chance to get this comprehensive, 15-page guide at no charge. The book includes 30 screening questions for interviewing services, tips on how to manage the relationship, and a list of key reports and how to use them to evaluate billing service performance. The regular price is just $6.88 (already a bargain :)), but why not download it today for free?  (In exchange, it would be a nice gesture to share a rating/review of the book.) The book is published in Kindle format -- easy to read not just on Kindle devices, but on any smartphone, PC, iPad or other tablet using the free Kindle software. (If you are a Prime member of Amazon, you can borrow the book for free at any time -- not just during the promotion. If you're not a member, you can sign up for a free trial of Amazon Prime. If you miss your chance to download for free during the promotion, a free trial of Prime can allow you to borrow it.) We hope you appreciate this free promo from Amazon, and that you will check the book out and share your thoughts on it with a review!

By |2022-01-01T22:52:13-08:00October 29th, 2013|
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Conference attendance is so important for practice managers

Just back from speaking at the wonderful Association of Otolaryngology Administrators (AOA) annual conference -- what a valuable event. It's such a great experience as a speaker to participate in such a well-attended, well-run event. In both of my sessions, attendees  were so attentive, taking notes, asking great questions, and making great comments and sharing anecdotes about their own practices.  The attendees were helping each other as well as benefiting from content from all of us speakers. I have no doubt all attendees will go home with dozens of ideas to improve their practices' profitability. I was just one of dozens of qualified presenters -- what a download of information for the attendees.  And they were clearly so motivated to soak up as much information as possible.  (For example, I tried to sneak into the talk before mine -- which started at 7:30 AM! -- on the Affordable Care Act.  Standing room only, despite the early hour.) Physicians may sometimes doubt the value of sending a manager off to a conference like this.  The cost may be in the neighborhood of $2,000 when travel and downtime are figured in, so it's not a trivial expense.  But just one coding tip that brings more revenue or marketing tip that brings more patients -- or compliance tip that avoids an audit -- would pay for that expense many times over.  And the network that attendees can form is absolutely priceless.  This is especially true when your specialty has a dedicated practice administrators association like the AOA -- but, even at the larger/general practice management events like MGMA, medical office managers will meet like-minded professionals they can bounce ideas off of and gain advice from in the future. In tight times, cutting out conference attendance may seem like an easy choice. However, you may be unknowingly hurting your practice's chances to grow new revenues, stay ahead of regulatory issues, or nip costly problems in the bud.  It's useful to be picky about attending events -- make sure they'll have a variety of relevant subject matter that is important to your practice.  But don't

By |2022-01-01T22:52:13-08:00October 26th, 2013|
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Medical billing service ebook promotion starts today!

Laurie Morgan's just-published ebook -- Get the Best From Your Medical Billing Service (Management Rx) -- will be available free on Amazon.com starting today! This one-time promotion runs from October 25 - October 29. This detailed, 15-page guide is the easy way to get up to speed on selecting and managing a billing service. You'll learn tips for screening potential services (including 30 screening questions), managing the relationship, and using reports to evaluate billing service performance. The regular price is just $6.88 (already a bargain :)), but you can get it free over the next four days.  (In exchange, it would be a nice gesture to share a rating/review of the book.) The book is published in Kindle format -- easy to read not just on Kindle devices, but on any smartphone, PC, iPad or other tablet using the free Kindle software. (If you are a Prime member of Amazon, you can borrow the book for free at any time -- not just during the promotional period. Use this link if you'd like to sign up for a free trial of Amazon Prime. If you miss your chance to download for free during the promotion, a free trial of Prime can allow you to borrow it.) We hope you appreciate this free promo from Amazon, and that you will check the book out and share your thoughts on it with a review!

By |2022-01-01T22:52:13-08:00October 25th, 2013|
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Monitor your physicians’ directory listings for accuracy

We often point out to our followers how important it is to monitor your payer directories and the online physician directories aimed at consumers for accuracy.  Now, from here in California, is more proof of how important it is to do so: Covered California, the state's health insurance exchange, has just disabled its provider directory because it contains too many errors.  (This story from the Los Angeles Times notes some -- like listing obstetricians as ophthalmologists and wrongly denoting whether physicians are speakers of languages like Russian and Farsi.) This post is not intended to pile on about exchange and ACA (Obamacare) glitches!  Rather, this move by Covered California offered an opportunity to reinforce how easy it is for incorrect information to enter a provider directory.  Once incorrect information is published, it can be replicated all over the internet -- as happens especially with the physician ratings directories.  (This is one more reason that Covered California did the right thing by disabling their directory until they had more confidence in its accuracy.) This problem was not caused by practice managers or physicians, but, unfortunately, it is one more thing that practices need to take some responsibility for -- lest their patients become misinformed (or unintentionally turned away, for example when a plan incorrectly lists a physician as not accepting new patients or fails to denote specialty/subspecialty properly). Practice managers: get in the habit of checking directories periodically, or assign this responsibility to a staff member.  Every practice should establish a tickler to check payer directories -- at least once a year.  You can tie it to contract renewal (another thing you need a tickler item for), or, better yet, find out if there is a schedule for new directories to be prepared from each of your health plans.  And check your listings on online consumer directories like Google+ Local, Healthgrades and Vitals at least annually; this is a great opportunity to both correct errors and add custom information (pictures, URL, custom text) as permitted (free marketing!).

By |2022-01-01T22:52:13-08:00October 21st, 2013|
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Free promotion from Amazon: Laurie’s new medical billing service ebook

Laurie Morgan's just-published ebook -- Get the Best From Your Medical Billing Service (Management Rx) -- will be available *free* on Amazon.com from October 25 - October 29. If you're using or considering using a medical billing service, this detailed, 15-page guide is for you.  Learn tips for screening services, managing the relationship, and evaluating billing service performance. The regular price is just $6.88, but why not get it for free during the promotion?  (In exchange, it would be a nice gesture to share a rating/review of the book.)  Mark your calendar! The book is published in Kindle format -- easy to read not just on Kindle devices, but on any smartphone, PC, iPad or other tablet using the free Kindle software. (Incidentally, if you are a Prime member of Amazon, you can borrow the book for free at any time -- not just during the promotional period.  Use this link if you'd like to sign up for a free trial of  Amazon Prime.)

By |2022-01-01T22:52:13-08:00October 19th, 2013|
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New study about workplace theft; are your internal controls in order?

A new study from the Rotman School of Management in Toronto about workplace theft and cheating may have important implications for medical practices. The study found that deprivation effects -- such as being harmed by the recent recession, or by new public policies -- reduce employees' commitment to ethical behavior.  Prior to feeling deprived, people tend to believe they'll maintain their moral standards regardless of circumstances; however, when put to the test of reduced financial well-being -- especially compared against peers -- the study found that people may relax their standards, especially when they believe their change in position is unfair. This is a helpful reminder to practices to make sure internal controls are in place, to reduce temptation.  The recession (ongoing in some markets), deep resentment of the ACA among some staff, and the added workload from new regulations all may contribute to employees feeling disadvantaged versus peers outside of medicine, or even versus patients.  (Some employees may also feel sympathy for patients whose health plans will carry more patient responsibility payments in the coming year, too -- perhaps resulting in losses from co-pay waiving and the like.) Internal controls are the kindest way to protect your practice against internal theft.  By setting up procedures and structures that reduce temptation and make theft more difficult, you reduce the need to be suspicious or personally monitor employees -- and allow your practice the freedom to cultivate the family-like atmosphere that so many of us want.  If your internal controls need a review, please don't hesitate to get in touch.

By |2022-01-01T22:52:14-08:00October 17th, 2013|
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A taste of MBA training for doctors — without the hassle and cost

If you follow this space, you may already know that I'm dubious about the value to physicians of stopping out for an MBA.  As an MBA-holder myself, I think the coursework can be overkill for independent physicians who just want to run their practices better (this is less the case for those that intend on corporate careers, of course). So much of modern MBA training focuses on things that aren't generally relevant to the small/medium business owner (and, therefore, the typical private practice physician partner).  Even worse, some of the business basics that doctors need most usually aren't well covered by MBA programs -- managing people; the minutia of local, state and federal regulations; the marketing of a small, local business; real estate finance; negotiations, etc. The other issue facing physicians (and sometimes practice managers, too) is the opportunity cost -- and actual cost.  The opportunity cost is the income lost by taking time off from practicing/working to attend an MBA program, and the actual cost is the (often very high) tuition at business schools.  For many, perhaps most, private practice owners and managers, it just may not 'pencil out' to take the time and invest the money*. One solution that can work well as a substitute is taking local classes (e.g., nights and weekends) that focus just on what you really need and want to learn.  This can be a reasonable approach -- and even a trial to see if further investment in MBA education is of interest.  But, there is also the issue of having to attend class at set times -- not always convenient ones. Now, though, there is a better alternative: MOOCs, massively open online courses.  Incredibly, some of the most prestigious business programs in the country, including Stanford, Wharton and Columbia, are making some of their most valuable content available through the free platforms like Coursera and EdX.  And it's not only self-directed -- i.e., you take the classes at your convenience -- it's FREE!  (Yes, unbelievable.) Lest you think this is just throw-away content, Business Insider has kindly assembled a list of some of

By |2022-01-01T22:52:14-08:00October 16th, 2013|
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Does your smartphone pose risks to your practice?

Let's take a few moments to consider what risks you may be carrying around with your phone.  One common vulnerability is stored passwords on your phone, e.g. within a “notes” program.  Imagine the harm that could come of a thief having access to your banking accounts or practice management software.  Your firm could suffer an immediate financial hit, malicious mischief or a potentially devastating breach of patient data. The start of such grief can be your unattended phone meeting with a disgruntled employee or dissatisfied patient. These risks mean that phone security justifies your consideration. Phone security starts with maintaining disciplined control over the physical device. Naturally, your phone should not be left untended in your office, on a shared counter-top or anywhere else where it might be easily stolen.  While it seems obvious, it’s very common to see busy administrators leaving their phones behind as they scurry about the office.  Luckily, most phones have security features that can significantly mitigate your risk – although many of these features are not enabled by default.  In many phones, a four-number passcode can be readily “cracked” by a thief. Better is a quality passcode (avoid common English words) that uses letters and numbers – with iPhones this can be changed under settings/general/passcode lock.  Keep you phone’s software updated, as security vulnerabilities are fixed as they are discovered. If you use an iPhone, make sure you have the application Find My iPhone installed (and updated) and enabled. iOS 7, the latest iPhone operating system, security has been greatly improved – potentially making your phone valueless to a thief, but you must first have an Apple ID (and remember it!). Phones using Android 2.2 or greater have a built-in application that can help locate or your phone and/or completely delete the contents of your phone and any installed memory (SD) cards.  You’ll need to make sure these features are enabled on your phone (settings/security/device administrators). Regardless of what device you use, be careful when accessing sensitive information when you’re out and about as your phone may connect to an insecure Wi-Fi connection, allowing others

By |2013-10-21T16:13:04-08:00October 9th, 2013|
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Beneath recent KLAS small practice EHR rankings lies more than one story

Medscape's story last week about new KLAS research ranking EHRs for practices of 1-10 physicians had some helpful insights. The top system, Athenahealth, was praised for its high level of service and continuous improvement of the product -- despite getting dinged by some respondents for its "high cost."  (Specific product improvements or features that were most appreciated were not mentioned, but I have to wonder if Athena's tight integration of EHR and PMS was one reason its clients were happier.  As I've posted before, I think this integration is a huge factor in getting the most from billing technology -- and will only become more apparent with the ICD-10 conversion.)  Athena wins, even though it is the high cost provider -- does that mean low cost solutions can't satisfy? Not necessarily, according to the survey: PracticeFusion, the famously free EHR, came in third -- and its score of 86.3 was not far off from Athena's 86.9.  Like Athena, it got points for ongoing development, but did get a few criticisms, though, for missing features.  We have often suggested that practices check out PracticeFusion if cost is their primary concern, but to be prepared to evaluate if it fits their specialty; this data seems to bear out the idea that PracticeFusion can be a great solution for many practices, but there's no substitute for actually trying it out for your own to be sure it fits your specialty, meets your functionality expectations and can be efficiently integrated into your patient flow. Unfortunately, while I don't want to call out any particular offenders, suffice to say that many of the EHRs on the bottom of the pile have been troublesome for practices we've worked with.  In some -- but not all -- cases, this is at least partly because the vendors have historically been much more focused on (and effective with?) larger networks and hospitals. Perhaps the most interesting aspect of this story from our point-of-view is that churn in the EHR market continues -- and it's a good thing.  When more practices feel free to switch from an unsatisfactory EHR, we'll see more benefit from these (painful)

By |2022-01-01T22:52:15-08:00October 9th, 2013|
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Teaching your medical practice employees vs. coaching them

Today's Harvard Business Review  features a wonderful tip for medical office managers: Know when to coach versus when to teach. Teaching -- i.e., demonstrating or instructing an employee on exactly what to do -- is key for bringing new employees up to speed (aka, training).  It can also be useful when corrective action is needed -- e.g., "Emily, please be mindful of HIPAA when speaking with patients about private information -- ask them to step out of the reception area, like so." Teaching can backfire, though, with competent and motivated employees who just need a little help with problem-solving. Coaching -- supporting and gently helping staff find the right solution -- is the right approach in that case. For example, let's say one of your receptionists is having trouble collecting co-pays -- but, she's a quick learner who's eager to try new things. Giving her ideas and asking questions about what she's already tried could help her develop an effective style she's comfortable with -- and that she'll be able to use routinely. By coaching employees with ideas and, most important, asking questions, you help your employees feel competent and trusted. What's more, even though it might take a little longer to solve today's problem, your coaching might lead to your employee finding a better solution that will pay off over the long run.  For example, if your instinct would have been to pick up the phone to get urgent payer feedback, but your encouragement leads a biller to find an important source of information via the payer's portal, that could save a lot of time for you and your biller down the road.

By |2022-01-01T22:52:15-08:00October 8th, 2013|
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