Page 38 - Delaware Medical Journal - November/December 2019

PRACTICE MANAGEMENT
attends PAHCOM’s monthly meetings as often as possible.
Read up on Clinical Decision Support (CDS). Jan. 1, 2020 kicks off the testing year for a new requirement, where physicians who order imaging
for Medicare patients must consult “Without proof of AUC consultation prior to the imaging exam, we will not receive compensation from Medicare,” says Vicki Parikh, Practice Administrator for Mid-Delaware Imaging in Dover. “This because we need to educate physicians on how their actions will directly impact our bottom line and their patients’ care.”
Take a closer look at your Electronic Health Record (EHR) system. Many
practices don’t give their EHR system another thought once it’s in place — a big mistake, says D’Souza. “There’s a lot of functionality that maybe you’re not using. See how it can help your operational
HR/STAFF TRAINING
Do a customer-service check-up. Do you know what impression your patients have of your front-desk staff? Find out
by having someone call in and pose as a patient at different times of day and days of the week, suggests Bouscaren. “You could be losing a lot of patients as a result of having poorly trained staff,” she points out.
Consider de-escalation training for patient-facing staff. “What I’m noticing
is that you have a lot of high-deductible plans,” and patients in those plans may get upset when they’re presented with the cost of a treatment or procedure, says Alexandra Luzetsky, Administrative Director at Surgical Eye Associates of Delaware, LLC in Newark. Make sure your staff have the skills to manage those patients’ emotions in a way that’s solution-oriented and keeps everyone calm.
Make time to let employees know they’re appreciated. It could be something as small as an ice cream social or as big as renting a boat to take everyone on the water for a day. What’s important is to make people feel like part of a team so they will look forward to coming to work, says Luzetsky.
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It’s not only our reputation for excellence that inspires many of the region’s most outstanding surgeons to choose to perform surgeries at Saint Francis. It’s also our legacy of collaborative medicine, mutual respect, and earnest regard for the physical and emotional comfort of each and every patient. Another reason Saint Francis Healthcare is caring for you through life.
Learn more about surgery at Saint Francis, call 302-421-4376 or visit stfrancishealthcare.org.
STATE-OF-THE-ART ROBOTIC SURGERY FOR:
Weight Loss • Joint Replacement • Hernia Repairs • General Surgery
Saint Francis Hospital
Just off Pennsylvania Ave in Wilmington
278
Del Med J | September/October 2019 | Vol. 91 | No. 5