New Patient Coordinator: Part 1
Could incorporating a NPC improve efficiency in your practice?
First, take a look at your current situation.
- How much (what) information is being collected upon new patient appointment scheduling?
- Are we capturing the true “reason for visit” or multiple complaints?
- Are we using this information to check eligibility and benefit (E&B) information?
- Are we communicating E&B findings to patients ahead of their visit to prepare them for monies which will be owed at time of service (copays, deductibles, carve-out coverage)
- Are we effectively persuading our new and new established (not seen in 3 years or more) to complete paperwork ahead of time and to arrive prepared
- picture ID, insurance card(s), medication list, referrals in place, accepted method of payment, toenail polish removed, etc.
- Are patients actually completing and submitting intake paperwork ahead of their visit via secure email or by utilizing your EHR portal?
- If not, are they arriving at least 30 minutes ahead of their appointment time to complete paperwork and sign financial and privacy policies?
- If a new patient arrives on or about their appointment time with no completed paperwork, how is this affecting the rest of your schedule?
- Have you ever done a time study to calculate average wait time or time in treatment room for the most commonly treated conditions?
- Do you reschedule new patients who arrive on time but are unprepared or late?
- Are new patients who miss or cancel more than two appointments allowed to keep rescheduling?
- Are referring providers being updated on the status of mutual patients in a timely manner?
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