In over 25 years of working in healthcare billing I have gained a wealth of billing knowledge and invaluable experience in areas such as coding, HFCA-1500, UB’s, electronic claims, audit trails, and insurance follow-up.
However, the experiences I’ve had with people, not processes, are what I hold most valuable. More specifically, I highly value the experience of adapting to change. People, processes and expectations change. Over time, I have witnessed a huge difference and incredible growth in how we must interact with people, from managing employees to how we interact with our consumers—the patients.
Not too many years ago, patients were mailed a “bill” for services rendered. There may, or may not, have been a description of who and how much were paid toward the charged amount. There was always an amount due and maybe, or maybe not, a small blurb about remitting payment. There was usually a statement like, “If you have any questions please call…” There may have been a handful of calls exchanged with the patient while they asked, “What was this for?” and “Did you bill my insurance?” and even “Why didn’t my insurance pay more?” During this period, it was simple to provide a quick answer based on the facts at hand, and recommend the patient contact their insurance carrier or pay their bill and submit for reimbursement if necessary. The cash generated from the patient payment portion was such a small percentage of the overall gross collections it easily becomes an afterthought to “assist” the patient in getting their bill paid. Man, how times have changed!
When a family member or close friend passes away it is often a frightening disruption in the lives of both children and adult. Death changes the way the entire family unit functions. Sometimes children and teens become, "The Forgotten Mourners." The Caring House provides a safe place for youth ages 3 to 18 and their families to cope with the death of a loved one and share grief experiences with others. MedCo was thrilled to be involved with a foundation that uses the community as the primary beneficiary of its services. Serving those, that serve us, makes business in the Rocket City possible.