Issue: #28 September 2018

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Dear SMB Client,


Our private, family-owned company was founded 17 years ago.  Our goal has always been to maximize reimbursements for our clients.  To achieve this goal, we have also reduced outstanding accounts receivable to an average of 3% for 90 days and 1% for 120 days without resorting to the practice of arbitrary write-offs of our competitors or increasing the workload of our clients.  In addition, we have dramatically increased transparency of the billing process, reduced cash float and developed a 100% US-based workforce.  During this time, our staff has accumulated over 175 years of direct podiatry account receivable experience and we are currently servicing over 110 podiatry practices. For this, we thank you for your trust, commitment and great working relationship.  


In this quarter's newsletter, we are delighted to share critical information to help get your claims out the door quickly and discuss important details on creating and sustaining patient satisfaction.


We hope you enjoy the newsletter and have a wonderful fall season.





Information Needed!
By: Cheryl Sands
Cheryl Sands Executive Vice President
We will often ask you for additional information to get your claims paid, or we need information that was left off the original Superbill when it came over to us.
You can help us tremendously by making sure your staff is responding quickly to these requests. If they are on our "info needed" list, these claims are just sitting, and we really want to get them out the door.
What are some common items we are missing:
Cpt code
DX code
Modifier - RT or LT or toe digit etc.
DLS (Date last seen)
PCP (Goes with DLS, we need the Primary Care Physician)
Medical notes - this means the insurance is asking us to jump through some hoops to get you paid, for an appeal etc.
Patient Demographics - we only ask if we don't have them already.
Patient's insurance - We do not know where to send the claim until we get this information. (Be sure and ask for updated insurance information each time you see a patient. This really helps us.)
I would say on all Humana claims just send us the notes with the claim. They are going to deny one procedure each time if you have two or more that you are billing. We must send in notes every time to get Humana to pay the CPT they bundle. (It has been like that since 2014, and we have made numerous calls about this, to no avail. We just really need your notes in a timely fashion to get these paid in full.)
It is very important that we get patient payments, paper remits that come in the mail to your office and charges to bill, in a timely manner. We work like a well-oiled machine when these things are sent to us regularly. If we are not getting these, however, its slows down the whole process and we want to make sure we stay on top of everything for you!
Thank you for helping us stay on top of these issues so we can get you paid.

The Importance of Patient Satisfaction

By: Jessi Bixler

Jessi Bixler Bixler Consulting

As consumers we are accustomed to making decisions based on how our peers (or strangers) review their respective experience with a product or service. The same can be said when selecting a medical provider or continuing to trust them with your healthcare needs. What is often overlooked is the fact that consumers make decisions based on their emotions first.

Think about it for a moment. Let's say you are ready to invest in a new HD television equipped with all the latest smart features. One of the first things you probably did was ask your close friends and family which television they had and how they liked it. Once you were able to narrow your scope you probably hopped on the internet and researched a handful of recommendations to compare all the features, cost and reviews before ultimately landing on the winner.


Like shopping for that new television, consumers (or as this case patients) follow this same path in their ultimate decision-making process. As a provider, you may be limited to the features and cost variability of your services, but you can certainly help to influence your reviews. According to Nielsen's 2011 Global Trust in Advertising Survey, 70 percent of global consumers trust online reviews, making them the second-most trusted form of advertising.


4 Ways to Influence Reviews and Drive New Patient

  1. Ask for recommendations from patients you trust. Follow up after a patient visit to get specific details on their experience. This can take the form of a friendly email from you or an anonymous form you ask them to fill out at the end of their visit.
  2. Encourage patients to rate you online. Google and Facebook reviews are the most notable and heavily weighted places to drive reviews. Remember, both 1-star and 5-star ratings are chosen by emotions.
  3. Be responsive. Engage with users online after they leave you a review, both positive and negative. While a 1-star review is not ideal, often this becomes an opportunity for improvement and by addressing a patient's needs promptly will change their experience to a positive one. Patients are happy to book appointments with doctors who have received some negative reviews - so long as their reviews aren't overwhelmingly negative.
  4. Highlight reviews on your website. While Google and Facebook reviews are the best place to store reviews, try embedding the reviews on your website. Reach out to your website designer and they should be able to do it for you in a jiff, or contact us

Finally, in a survey conducted by Search Engine Land, 72 percent of consumers said they give the same weight to online reviews that they do to personal recommendations. In other words, consumers rely heavily on online resources to make purchasing decisions and healthcare consumers are no different.


For help on implementing some of these patient satisfaction best practices for your office, reach out directly to Jessi Bixler, Bixler Consulting at 816-866-5249 or

From all of us at SMB, we hope you have a delightfull fall.  Thank you for reading our quarterly newsletter.