Is Going Out of Network Really as Scary as It Seems?
The dreaded question, “You don’t take my insurance?”
We went out of network in March 2020 and bought two additional practices. Not only were we learning the new ropes of out-of-network discussions, but we were also doubling our team in a very short time.
At the time, we were terrified, but looking back, it was the best decision we could have made with what we were dealt. Sure, there were some difficult conversations, and we did lose some of our patients, but we gained so much more.
Before going out of network, we ran ragged, running multiple restorative columns, barely having time to check one patient out before another came up, and working late on numerous occasions. At the time, we thought this was the “norm” because we didn’t know otherwise.
After going out of the network, we’ve had so much more time to spend with our patients and have gotten to know them on different levels. We’ve gotten multiple comments from patients that it feels like they will see their friends or family when they come to see us.
I now have time to sit down with a patient and not only go over their treatment but also get to know why they want a new smile or what their hobbies are. In our world, patients appreciate being listened to and genuinely being heard on another level.
Create Core Values and Standard Operating Procedures
My advice is to ensure your entire team is on the same page. Have team meetings, scripts, roleplay, etc., to ensure everyone understands the verbiage and process.
Our owner agreed to be flexible with patients since we collect up front for the services we provide for specific insurance plans, and we still file all insurance as a courtesy and follow up as needed.
We have had some patients leave to go to another office, to then return a few months later because of how dissatisfied they were with the care they received; he said they “ran that place like a used car lot!”
Focus on What Matters
Sit down and figure out your core values as a team and communicate them on social media or display them in the office.
We are proud of the services we provide for our community. We go above and beyond for our patients; insurance shouldn’t dictate the price we get reimbursed for the service. Especially post-COVID, inflammation is real.
Do you think insurance companies increased their reimbursement rate?
The answer is NO!
They haven’t had a significant increase in years, if not decades. Why do we, as the providers, have to suffer and be the bad guys? We communicated our decision with our patients, and some understood better.
Offer Alternative Savings Offers
Another thing that we were able to do was to offer our patients our in-house savings plan.
We had a conversation with them about how much they were paying in premiums per year and compared it to what we had to offer, saving them hundreds of dollars immediately.
If your office has been on the fence about taking the plunge, rip the band-aid off and never look back! Start slow, start with one plan, and slowly add another after the dust has settled. I promise you won’t regret it!
About the Author
Sally Polito, MAADOM
Sally Polito has been with Veranda Dentistry for 9 years, 4 of those being the Office Manager overseeing two practices in Iowa.
She is a lifetime member with AADOM and was a Practice Administrator of the Year nominee in 2021. She received her FAADOM in 2023 and MAADOM in 2024.
In her downtime, you can find her reading, traveling, and spending time with her family.
