4 Ways to Ensure Pre-Appointment Readiness
by Penny Reed
The core of every dental practice is the commitment to the well-being of each patient. To keep them healthy and happy it’s important to give them proper care throughout all steps of their treatment, from the moment they book their appointment until well after they leave the office. To guarantee a positive patient experience, a proper pre-appointment readiness plan is essential. Here are four ways to ensure a successful pre-appointment readiness plan is in place in your office.
Confirming the Appointment
Pre-appointment readiness begins when you receive your first phone call from the patient. Creating a positive impression during this initial contact is essential. Make sure you are polite, engaging, and empathetic as you schedule their appointment.
Appointment confirmation is essential to ensure they show up as scheduled. Reach out to patients two weeks before their appointment, either through a call or text message. Follow up with another reminder two days before their scheduled visit. During each confirmation, provide clear information about the specific treatment, date, and time of the appointment. Be ready with alternative dates if they need to reschedule.
Obtaining Insurance Information
Immediately after scheduling their appointment, obtain the patient’s insurance information. Start with the insurance carrier and plan name. Then, collect the group number, if available, as well as the patient’s name, address, date of birth, and insurance ID. If the plan’s subscriber differs from the patient, obtain the subscriber’s information, including their name, address, and date of birth. The information received must be correct, so double-check everything the patient is stating and make sure everything is spelled correctly.
Don’t forget to ask about any additional insurance coverage they might have, as many patients are covered under multiple plans. You may also want to consider obtaining their medical insurance information, especially if oral surgery is scheduled, as medical plans are increasingly covering dental treatment.
Verifying the Patient’s Insurance
After obtaining the patient’s insurance information, it’s time to verify it with the carrier. Insurance verification involves a series of important questions that must be asked about a patient’s plan to ensure accurate dental billing. It’s important to know what treatments are covered under the plan and at what percentage they’re covered. Find out if the plan requires pre-authorization for treatment or if it has a waiting period. If it’s a PPO plan, verify the deductible amount and if it has been met as well as the annual maximum amount and how much has already been used. When verifying specific treatments, find out if any restrictions apply such as age limits, frequency limits, missing tooth clauses, or alternative benefit downgrades.
Pre-Authorization
During the insurance verification process, if you discover pre-authorization is required for the proposed treatment, make sure you complete this step before the patient’s appointment. You will need to submit the treatment plan to the insurance carrier for approval. They will then respond specifying which treatments have been approved and which have not. For treatment that has not been approved, be sure to let the patient know before the appointment so they are not met with any unexpected charges. Never start treatment without the required pre-authorization, as it may not be covered by insurance.
By following these four steps, you will be well-prepared to welcome patients with confidence. Proper pre-appointment readiness not only ensures a positive patient experience but also ensures successful post-treatment billing and collections. If you encounter challenges with any aspect of the billing process, whether it’s insurance verification, dental insurance billing, or patient billing, consider partnering with eAssist. Our experienced Success Consultants are well-versed in every aspect of the billing process and will ensure your claims are handled accurately to ensure maximum reimbursement.
If you are interested in working with the eAssist Dental Solutions platform, click here to schedule a consultation.
About the Author
Penny Reed is the Chief Growth Officer at eAssist Dental Solutions and the author of the book Growing Your Dental Business. Penny has 30+ years of experience as a speaker and dental business coach and has been designated a Leader in Dental Consulting by Dentistry Today.
Penny is a member of the Academy of Dental Management Consultants, The Speaking and Consulting Network, and a Speaking/Consulting member of the American Association of Dental Office Management.
