How to Build a Partnership with Your Providers

There’s nothing more frustrating to a coder than spending a good part of their work day correcting common provider coding errors. You know the kind of things I’m talking about: Everybody is coded as a new patient, tagging modifier 25 or 59 on every office visit, choosing the wrong level of service or simply playing it safe with 99213. It’s frustrating.

If the bulk of a coder’s day wasn’t spent on so much “housekeeping chores” we could really bring in the money. Unfortunately, there’s no easy solution because it’s difficult to tell providers what they’re doing wrong. In fact, sometimes it can feel like they just don’t want to listen to us at all.

But maybe they do want to listen, maybe part of the problem is our delivery. If we cram everything they could improve on into a single conversation or email, including all the guidelines they’re required to adhere to, they can get overwhelmed. While you’re talking about the do’s and don’ts of billing and coding, the provider might be thinking “I’ve already spent six years in school. I just want to see my patients.” And that’s fair. It’s not unusual for someone to shut down when they’re berated with information, especially if you do it every time they see or hear from you. There’s a much better way. So, let’s stop telling, and start showing!

If you want results, you need to form a partnership –you and the practitioner–and agree to cooperate to advance your mutual interests. We coders should be working with the providers, not against them. Forming a partnership is a great way to encourage provider engagement.

6 Ways to Build a Partnership with Your Providers:

1. Show them you’re available to answer their coding questions by being accessible. When can they reach you and how?
2. Show them you are a resource, not a critic. Don’t point fingers at them. Try explaining coding with visuals.Talking sometimes comes across as lecturing.
3. Show them you’re present. Start early, welcome new providers, schedule some time to review some basic coding concepts.
4. Show them you respect their profession and their time and in return they’ll respect yours. Approach them with tact. Never argue or express negativity. Keep it short and to the point. Don’t overwhelm with too much information all at once.
5. Show them how good coding habits and correct documentation can improve patient care because at the end of the day, providers are focused on patient care. Include industry best practices that back up your points.
6. Show them the money. Clean claims keep the dollars coming in the door. Re-submissions are costly. Gather the data and show them just how much their coding habits contribute to profits or loss.

Try which best works for your skill set and provider group. But always know without a solid partnership, without providers really hearing you, common errors will continue to slow down your work flow, wasting your valuable time and your practices resources.