Schedule Hygiene
These two appt types should never be scheduled together.
Gen with a Fed
What is Eval AR?
•Percentage of how many patients arrive to the initial eval.
What is the goal for POS Collections?
90%
What goes into a warm welcome?
•Greeting the patient by name
•Introducing yourself
•Welcoming them into the clinic
Who is your RVP?
Jai Lopez / Adam Hartman
If a double Fed booking is needed, we should schedule on this type of therapist.
PT/OT
Where do we document courtesy calls?
Communications Tab of the patient's chart
What appointment should we collect the first payment from a patient?
Initial eval
•How long should it take to check in a follow-up patient?
2-5 minutes
Name me one fact we learned today about the person on your left
_
What is the goal for scheduled v/fte
12.5
What is the goal for Eval AR?
90%
What are the 3 options for a patient to pay?
•Unmet deductible estimate
•Copay/Coins
•12-month payment plan
How would you ask me to make my $20 copay today?
•Which card would you like to use today?
•Let's collect the payment so you are free to go after your appt today.
Name 2 Upstream Values
•Accountability, Adaptability, Balance, Compassion, Excellence, Inclusion, Investment, Servanthood, Teamwork, and Trust
Name 3 changes to help improve schedule efficiency.
•No Gen/Fed bookings
•Single Feds when possible
•Book Feds on PTs instead of PTAs
•Call Waitlist evals / Move up evals up
•Proactive schedule to Plan of Care
•Ensure TEVAL availability
Name 3 ways a PCC can affect Eval AR.
•Create excitement around their future therapy journey
•Scrub evals when they are added to our schedule.
•7-4-2 Reminder Calls
Name two reasons we collect in the clinic
•No surprise bills later
•Adhering to our contracts with payors
•Patients making their health a priority
What are the CARE steps?
•Warm Welcome
•Engaging Interaction
•Fond Farewell
Name the 5 states in our Territory
MD, DE, PA, NJ, OH
Explain the Scheduling Tracker
Guide to target the Monday visit goal.
Explain the 7-4-2 Process
Call patients 7 days out, 4 days out, 2 days out. If no confirmation by the 24 hours, schedule an eval in the time/date.
Explain how to set up a payment plan
Collect the CCAOB, a monthly amount, an autodraft date. Collect this amount from the patient. Submit a CS tracker to finalize.
Name 3 reasons to schedule by POC
•Patient can plan life around therapy, not the other way around.
•Preplanned auth management à reduces charges holding, infinx tasks, and AR tasks later à Clinic can plan when progress notes are needed.
•The clinic will know when patients are planning to discharge and celebrate their discharge.
•Each time the patient comes in, the PCC doesn’t have to schedule each patient at the top of the hour when they come in.
•RVP can flex coverage for more access to your evaluations and follow-ups if they know which clinics need the coverage
Recite the Upstream Mission
•To inspire and empower the lives we touch, to serve our communities, and to lead with purpose-driven passion