When meeting with podiatrists and reviewing monthly metrics such as new patient volume, dispensing/billing of ancillary products and services, charges and collections, overall per visit value and more, I often recognize the need to drill down further.

For example, if new patient volume is healthy (in my opinion 20% or higher) and overall per visit value is low (below $150) there may be a problem. Well, a few problems. . .
Are all staff members trained to ask the right questions upon scheduling, allowing input of accurate reason for visit and assuring that new patients are not being scheduled too far out (this is often the cause of new patient no shows and cancellations–a subject from another Pro Tip)?

Or, does this sound familiar? A patient is scheduled for an “ingrown nail” and upon evaluation it is discovered that what the patient described as “toe pain” on the phone, is actually a bunion. This type of misunderstanding causes wasted time and supplies and is a source of frustration for the clinic staff and doctor.

How do we keep this from happening (or at least decrease the frequency if this is a regular occurrence)? The answer is part of a theme discussed in the past few Pro Tips (please read them every Monday, it only takes a few moments and is highly worth it). . . STAFF TRAINING.

If you don’t have the time to formally train staff on Telephone Triage (medical necessity and practice impact), Thorough Patient Evaluations and Treatment Protocols, have someone (like me) do it for you. Pinnacle members receive hourly discounts on consulting, coaching, and training so take advantage and schedule yours today. You’ll be glad you did!