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Proving Payer Preauthorization

Philip Betbeze, for HealthLeaders Media, October 13, 2010
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Because it records every phone call and electronic fax by date and time stamp, as well as the names of the two people communicating, it’s easy to locate the trail if there is a problem with rudeness, incomplete use of scripts, or any other issue that stems from a lack of communication.

Slate and Fox lead teams that deal with scheduling or customer service issues, in addition to dealing with insurers and authorizations. Often, associates have to deal with people who tend to be less than courteous on the telephone, and who have short memories about their behavior. So they’ve used Trace as a behavior modification tool as well, both for associates and, sometimes, the people who call in.

“We’ve had clinical staff and physicians who are less than professional in their communications,” Fox says. “It’s surprising how this changes behavior not only when you play back what they said, but that they know you have that capability.”


Philip Betbeze is senior leadership editor with HealthLeaders Media.
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1 comments on "Proving Payer Preauthorization"


Jill R (10/26/2010 at 11:35 AM)
What a bunch of baloney and total waste of money. Before coming to the Insurance side I worked 30+ yrs on the Provider side and NEVER have I encountered such an issue. Common sense dictates and the 1st rule of thumb tells us that "if it's not on paper, it never happened". The fact that your prior auth staff never bothered to get written confirmation is your bad; a sign of poor internal processes and mismanaged workflows. Now you are spending additional $$ on a product to trace phone calls/activity? Ludicrous. Email me if you want some FREE advice on how to run an effective Revenue Cycle Program. For the record, I have not switched sides, I'm still very PRO Hospital but it seems to me that the so-called "disorganization" is on your part, not the Payer's.