Home Health & Hospice Best Practices for Intake, Billing and Collections
The Home Health and Hospice industry has had a rough couple years with retaining and hiring new staff, rising labor rates, and maximizing company revenue. With so much to keep track of, billing can become a nightmare. Even your best staff members can pick up bad billing habits that create bigger problems. Our Prochant team understands the problems facing home-based care providers.
To help healthcare providers tackle their billing issues, Prochant revenue cycle experts list out the top seven bad habits and how you can learn to avoid them.
Bad Habit #1: Too many not on file claims
Example:
You’re an A/R collector and you’re following up on a claim that’s 45 days old. The claim has just hit your queue for follow-up. You ask yourself, “Do I have proof that the claim was accepted by the insurance carrier? Did I get a response?” You call the insurance company and they say that the claim is not on file.
Does this sound familiar?
When your claims aren't getting filed with the insurance company, you have no chance of being reimbursed. Many times, not on file claims are denied for timely filing. Payers have limits within which you can file your claims. If you don't meet timely filing requirements, then you'll have write-offs instead of payments.
How to fix this:
1) Create as many electronic claim submissions as possible. This way, you have proof that your claims are on file based on the clearing house’s response. If you have that proof, insurance carriers can't really argue with that.
2) For payers where electronic submission is not an option, foster a relationship with the insurance representatives you speak with regularly if you do a lot of A/R follow-up. Try to submit things via secure email or fax so you have written proof that you submitted your claim in a timely manner.
3) Get your hands on data. Go through the production reports of your A/R team. Find the payer with the largest amount of not on file claims. Start with one payer at a time, and then just work through the list. Think “atomic changes.” Do not try to address too much at one time.
As long as you address the largest issues first and correct them before moving on, you’ll find that your not on file claims reduce, and your cash flow quickly improves.
Bad Habit #2: Losing track of unpaid claims
Example:
You’re an A/R collector looking at a claim on your team’s software system. In theory, the system should be keeping track of the transmission of that claim, the response for the transmission of that claim, and the payer's actual official response telling you whether or not they've paid or denied it.
You get into the system and see no claim. Maybe you can tell that the claim was transmitted and accepted, but you don't have a denial. In other words, you have no idea why the claim isn't paid.
You now have a couple of options:
Option one: You can go find a web portal for the payer and see if you have a login, cross your fingers, and pray that you can check the status that way.
Option two: You call the insurance company and they tell you why the claim was denied, only to find out later that the reason they provided wasn’t the actual denial reason. A letter in the mail is what tells you what was wrong with the claim. One letter turns into too many to keep track of and you lose track of your unpaid claims.
How to fix this:
Digitize your papers. Have someone in your office scan papers, break them down, and tag them electronically. Save endless phone calls by setting up this routine task.
Why do this? For example, a provider may get a one hundred page stack of documents and one of those documents is a three-page explanation of benefits (EOB). The document has all denials, but there are 30-something patients on that one three-page EOB. It may take you two minutes to go through all three pages and post the denials, but if you’re not paying attention, you miss capturing some data. Now you didn’t post 30 denials, and that’s 30 new phone calls to make. Digitizing everything will help you not make this mistake.
Bad Habit #3: Timely filing write-offs
Example:
Straight to the point, you’ve gotten in the habit of timely filing write-offs. This is something many providers assume is just part of the game. Of course, you’re going to have some percentage that’s written off, but this doesn’t have to occur due to timely filing.
How to fix this:
Look at the last six months and take a sample of your write-offs. In the past, did you not confirm that your claims were filed on time? Did you accidentally regenerate billing that was passed on your filing?
When you identify the root causes of your problems, you can start to prevent them. You have to evaluate your data, find the trending cause, and then make sure you keep good records moving forward. Take the write-off and adjustment codes and make them very specific in your system. In the codes, start putting the root cause within the write-off reason so you can see which ones rise to the top. Whether you start this process with one payer or one department at a time, it will help you maximize your revenue.
Bad Habit #4: Not having a structured outreach process
Example:
A patient, Mrs. Jones, was referred for home health services after a hospital stay. Although she's received the services, some essential documentation from his primary care provider hasn't been secured, leading to claim payment delays.
How to fix this:
- Centralized Documentation System: Adopt a system where all patient-related documents can be uploaded, tracked, and shared.
- Referral Communication Protocol: Establish a protocol to gather all necessary documents at the time of referral.
- Patient Engagement: If paperwork is missing, engage patients in the process, informing them about the delays and how they can expedite things by coordinating with their providers.
Bad Habit #5: Not having a feedback loop between teams
Example:
An authorization not on file remains the top denial for six months in a row. The front end or intake team are not being immediately made aware of any product/equipment and payer combinations triggering these denials, so the issue is not being resolved upstream.
How to fix this:
When you get denied or have a write-off, you have to feed it back into your front end. Create a feedback loop so that all your teams are working toward the same goal, avoiding the trending problems that you’re seeing over and over again. Implement error reporting if you’d like to drill down. Having a well-oiled feedback loop will strengthen your whole process.
Bad Habit #6: Inaccurate or Incomplete Patient Intake Documentation
Example:
A new patient, Mr. Smith, is referred for home health services. After the initial assessment, services commence, but there is a glaring discrepancy between the provided medical history and the actual health conditions Mr. Smith is facing. This inconsistency can lead to claim denials or delays in service provision.
How to fix this:
- Thorough Patient Assessment: Ensure comprehensive assessments during patient intake, capturing all necessary details.
- Electronic Health Records (EHR) Integration: Integrate with primary care providers' EHR systems, when possible, to pull accurate patient data.
- Continuous Training: Provide ongoing training for intake staff, emphasizing the importance of complete and accurate data collection.
Bad Habit #7: Not Adhering to Regulatory and Compliance Changes
Example:
The state introduces new documentation requirements for hospice care patients. However, your agency is unaware of these changes, and as a result, many claims are returned due to non-compliance with the new guidelines.
How to fix this:
- Stay Informed: Subscribe to newsletters or alerts from industry associations, government health departments, and payer communications.
- Regular Compliance Audits: Periodically review internal processes to ensure they align with current regulations.
- Training and Workshops: Host regular training sessions every time there’s a regulatory change to ensure all staff understand and can implement the new requirements.
Connect with us today to learn more about how our reimbursement experts can help optimize your revenue cycle management!
Prochant is the only AI-driven reimbursement service provider in the home-based care industry. We deliver focused revenue cycle management (RCM) solutions to healthcare providers with 7 wholly-owned global delivery centers. Our expertise lies in providing end-to-end RCM for home-based care, infusion, and specialty pharmacies, consistently delivering exceptional results to some of the leading healthcare providers in the country. We harness specialized automation technology and deep industry knowledge to streamline the time-consuming and expensive reimbursement process. As a result, we help healthcare providers accelerate their collections, increase revenue, and reduce operational costs while managing risk. Prochant is HITRUST certified, the gold standard for HIPAA security.