Thanks for asking. It went very well. We started to put a plan in place. Actually, practically got there. So, the plan was to send the collection letters and dismissals via Certified Mail, Return Receipt Requested. If these did not come back, we would send to collections and give the 30 day notice of dismissal the next time they came in by hand delivering them and, hopefully, obtaining a signature.
Well, today was the first example. It got all screwed up. First, the biller was under the impression that by giving the letter, the patient would have ten days left, because the letter was sent out 20 days ago. I am not comfortable with that. Second, the fact that this patient had an appointment should have been noted well in advance, and the receptionist should have been aware at 8 am and not ten minutes before the patient arrived. So, the patient is triaged, and I am seeing the patient. I have no idea what any of my patients have in a back balance or anything else about their situation. It's a great and fun family (doesn't mean I won't dismiss them), but I am in the middle of a great well child visit. Then a message appears on my screen stating. "Can you come get the letter of dismissal and give it to the mom?" My reply? "No, I can't do that." Apparently, we need to have a better algorithm.
A lot of the problem is that the staff (and I know it is my decision) are in odds of the new policy. They are not used to this after eight years. None of my staff wants to kick anyone out even though I am starting to see the light. But, it is worse, because my biller who initiated all this loves NOTHING in her life more than to send a patient to collections and dismiss a patient. She does fairly well with working with the patients before it gets to this point (fairly, not very good). So, sending the patient to her to go over this is definitely the best way to get rid of the patient, because I doubt they would ever come back the way she would likely handle it.
I don't know. It's a tough situation. I know giving it to them personally is the most sure fire way of knowing they got it. But, I just have a hard time, saying "Here is a letter of dismissal. Please have a seat, and my MA will be right with you."
We're trying.
