EPISODE SUMMARY
Welcome back to The Claim Game, the podcast that helps you turn claim denials into deposits! In this episode, we're diving into the second territory on our RCM board: patient registration. Jeremy and Kathryn Zug zoom in on the very first stage of this process—intake—and explain why perfecting it is so critical for both your practice's reputation and bottom line.
Kathryn explains that intake is about more than just paperwork; it’s about collecting accurate data to prevent future rejections. A poor process can cause a patient to abandon care before it even begins, while a smooth one sets the tone for the entire patient experience. We dive into the specific information you need to collect during the initial intake call, from demographic and insurance details to the patient's "pickle" or presenting problem. We also cover essential follow-up steps, such as sending appointment confirmations, intake forms, and visit instructions that put your patients at ease.
The conversation also highlights the importance of creating a formal, clear process for intake. Just like a McDonald’s burger is made the exact same way every time, a standardized intake process ensures consistency regardless of who is doing it or when. We discuss key resources a practice needs, including an internal administrative intake packet with a scripted logic tree and an external patient intake form. A good EHR can serve as a central hub for all this information, helping to streamline the process, though not all of them are created equal.
Finally, we hear a case study about a practice that assigned a client to a clinician who didn't take their insurance. This is a reminder that simple mistakes in the intake process can be easily prevented with a clear, well-documented system, protecting both your revenue and your patient relationships. It is a big deal to get intake done well because you have to get it right the first time.
KEYWORDS
Intake, Patient Registration, Revenue Cycle Management, RCM, Insurance Billing, Private Practice, Practice Management, Claim Denials, Patient Experience, EHR, Administrative Intake Packet, Patient Intake Form, Practice Health, Credentialing, Patient Portal
TAKEAWAYS
Intake is Your First Impression: A smooth intake process is crucial for setting expectations and preventing patient frustration from the start. A bad process can cause patients to abandon care.
Standardization is Key: Create a clear, formal, and repeatable intake process for your practice. This ensures consistency and prevents mistakes, regardless of who is handling the intake call.
Prevent Rejections at the Source: Intake errors are a leading cause of claim rejections. By collecting accurate demographic and insurance information up front, you can save significant time and headaches down the road.
Clarity is Kindness: Define the flow of communication between your front office and billing department. When the rules are not clearly defined, it causes frustration for everyone, including the patient.
Utilize Intake Resources: Essential tools for a successful intake process include an internal administrative intake packet with a scripted logic tree and a patient intake form for the client.
CHAPTERS
00:00 First Impressions: Perfecting the Intake Process
07:20 Confirm, Remind, Prepare: The Post-Intake Essentials
10:39 From Front Desk to Billing: Defining the Flow
14:59 Consistency Is Key: Why Intake Must Be the Same Every Time
17:08 The Administrative Intake Packet: Your Secret Weapon
23:49 The Patient Packet: Intake from Their Side
25:49 From SOPs to Portals: Building a Repeatable Intake Process
27:22 How Your EHR Can Make or Break Intake
30:24 Case Study: Consequences of Poor Intake Practices
30:45 The Importance of Effective Intake Processes
32:09 Conclusion: Mastering the First Step – Intake Foundations and Tools
RESOURCES
Today Sponsors: Blueprint
Learn More About The Claim Game: Visitpracticesol.com/podcast
The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visitingThe Hourglass Learning Hub.
Our Blog: Explore years of educational articles on billing and practice management atPractice Solutions Blog.
Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.
Images: We mentioned several images in today's Episode
