TEAM TIPS
Take full advantage of technology
By Susan Hoy

No doubt about it: Computers have changed the way we do business. Although few chiropractic offices do not use computers, many offices do not utilize technology to their advantage.

Many offices using computers also do tasks manually. Not only are redundant procedures inefficient, they almost double our workload.

• Hardware and software. When it comes to computer hardware and software, cheap is not an option.

Hardware should be up to date and capable of growing with you. In today’s offices, one computer is not enough, just as one phone is not enough. Therefore, networking is paramount.

Once you have your hardware, choose software based on capability and its ability to grow with you. Make a list of your requirements, and then make up a wish list of features.

Put software support and training at the top of the list. Check references, and buy software from a reliable source.

• Automation. Automate your processes. If the software can do the job, why would you continue using a manual system?

The question to ask is, “Can this be done reliably on the computer?” A call to the software support department will give you the answer.

• Computer training. Training “down the line” doesn’t work. Each staff member must be trained adequately, either from a software expert or through a tutorial.

In-office training is best, if possible. If the trainer is working face-to-face with your staff, he or she can observe errors in setup or procedures.

Please note: Your staff needs to be trained, but so do you. It’s your business; you should know how to run it.

• Quality control. Spot check data input and ascertain that procedures are being followed regularly. Create a computer procedure manual for training and follow through.

• Scheduling. If your software has the capability of scheduling, utilize it. Most scheduling software can track patients, perform multiple scheduling, make daily appointments, cancel appointments, and handle missed appointments.

• Claims processing. Electronic claims processing is more efficient, less time consuming, and incurs a reduced risk of lost claims.

Electronic processing also usually results in claims that are paid faster. If you are not currently doing electronic claims processing, begin with one company, then add one at a time.

• Collections. Your software can provide reports on open claims and aging accounts that will identify accounts that need attention.

• Reactivations. Master your software and let it identify different levels of inactive patients and automatically generate appropriate reactivation letters. I suggest sending the letters and then following up with a personalized phone call. The personal touch is still important.

• Statistics and reports. Your software can help you identify trends and spot brewing trouble so that you can take action.

All of the time-saving things a computer can do for you can be lost in the blink of an eye, if you do not back up. Do it daily and keep your backup tapes or disks off site, in case of disaster.

Utilizing computers efficiently and making automation a priority will reduce stress and help eliminate human errors. The result will be to make more time to spend with patients. After all, that’s what we do best.

Susan Hoy is an award-winning team trainer and consultant. She can be reached at 215-674-0130; suzzhoy@aol.com; or through her Web site at www.beefitup.net.