Insurance
This is the first thing you should verify before discussing an account balance with a patient.
What is verifying the patient's identity?
Patients should be called when this type of appointment becomes available unexpectedly.
What is a cancellation opening?
Before placing a caller on hold, you should always do this.
What is ask for permission?
This protects patient privacy.
What is HIPAA?
This section contains a patient's demographic information.
What is the Profile?
(True/False) Orthodontic benefits are typically paid over the course of treatment instead of all at once.
What is true?
This helps maximize provider productivity throughout the day.
What is proper scheduling?
If you don't know an answer, what should you avoid doing?
What is guessing?
Patients should receive this before beginning treatment.
What is a financial contract?
This feature helps document conversations with patients.
What are patient notes?
This document may be filed when a patient changes insurance during active orthodontic treatment.
What is a Work in Progress (WIP) claim?
If a patient arrives very late, what should staff do first?
What is check with the clinical team/provider before seating them?
When transferring a call, what information should you provide to the next team member?
Who is calling and why they're calling.
If you're unsure about a policy, what should you do?
Consult the SOP or ask a supervisor.
After checking out a patient, what two things should you verify in their account?
The next appointment is scheduled.'The ledger/payment is accurate.
This amount is what insurance stops paying after reaching the maximum benefit.
What is the lifetime maximum?
Why should appointment notes always be reviewed before scheduling?
To ensure the correct appointment length and procedure are scheduled.
A patient is upset about insurance not paying. What is the first step?
Listen, acknowledge the concern, and review the account before responding.
A coworker notices a mistake after a patient leaves. What should happen first?
Notify the appropriate team member and document appropriately.
Why is documenting every patient interaction important?
For continuity, legal documentation, and helping other team members.
Name three reasons an orthodontic insurance claim may deny.
What are waiting periods, frequency limitations, missing information, terminated coverage, non-covered services, or age limitations?
What are the three most important things to review before rescheduling a patient?
What are the clinic's notes, the correct appointment type/length, and the patient's availability?
Name four pieces of information you should gather before ending a complicated phone call.
Patient name, DOB, callback number, concern, and next steps.
Name three ways to create an excellent patient experience before the patient even reaches the clinical area.
Friendly greeting, timely check-in, clear communication, eye contact, positive attitude, and answering questions.
A patient's payment doesn't appear where expected. Name three places you should check before assuming it wasn't received.
Payment history, transaction records, processor, ledger, pending transactions, or notes.