Chapter 4: Capstone Case: New Century Welness Group

New Century Clinic Interview Summaries

Interview question for Dr. Timothy Jones, Physician and Co-Owner of New Century

Please give an overview of your office systems.

Response:

At New Century, we deal with patients, providers, and medical procedures, or services. The providers, who provide the billable services to the patients, are the four doctors, four physical therapists, and three registered nurses. The clinic has several single-purpose rooms for examination and treatment, X-ray, and physical therapy. Other rooms are general-purpose rooms and can be used for various procedures and services. Each of the medical services we provide is a specific procedure defined by the American Medical Association (AMA) and coded in the AMAs Current Procedure Terminology (CPT). The CPT is revised regularly. A procedure code consists of a five-digit number and a two-digit suffix. When a patient requests an appointment, a visit is scheduled for a particular date and time with a specific provider in a designated room. Although an appointment involves only one patient and only one provider, the visit might include more than one procedure. Sometimes, this is known in advance, and other times it is determined during the course of the examination or treatment.

Interview questions for Anita Davenport, Office Manager

What kinds of reports related to patients, appointments, and billing do you or your staff produce each day? Each week? Each month? Describe the process of producing monthly patient statements.

Response:

Every day, Lisa Sung types an appointment list for the next day for each of the providers. She also types a call list for the day after that. For example, if today is a Tuesday, then Lisa would prepare individual provider appointment lists for Wednesday's appointments and a call list for Thursday's appointments. Starting first thing Wednesday morning, all patients on the call list for Thursday are telephoned and reminded of their appointments. When a patient has been contacted, we cross his or her name off the call list. Lisa handles most of the calls, but other office staff members sometimes assist her. Whenever an appointment is completed, the doctor, nurse, or therapist writes on a slip of paper the code numbers of the procedures that were performed. The provider brings that paper along with the patient's file out to Lisa. If the patient wants to pay for the services immediately, Lisa calculates the total charges, makes a note of the payment on the service slip, and prepares a receipt for the patient. The patient file then is passed to Susan Gifford, who records all the new information onto the patient history record. If the patient is covered by insurance, Susan passes the file on to Tom Capaletti who handles all the insurance claim forms. When Tom is done with the file, he returns it to Susan, who refiles it. She then gives the service slip either to me or to my accounting assistant Fred Brown, so we can keep the record of services and charges, by provider. Every Tuesday, Fred prepares a Provider Report for the weekly associates meeting held each Tuesday evening. The report simply lists each of the 11 providers with the month-to-date (MTD) and year-to-date (YTD) charges generated by each. Tom also prepares a weekly report for the associates meeting. That report is called the Insurance Company Report. It includes a line for each insurance company, showing MTD and YTD totals of the charges sent to the company, the MTD and YTD totals of the payments received from the company, and the outstanding balance (which is the total of the charges sent to the company that have not yet been paid). In addition to the Insurance Company Report, Tom is supposed to prepare a monthly Claim Status Summary that shows, for each insurance company, all services for which claims have been submitted but not yet paid, and how overdue they are. Tom has tried to submit this report monthly, but the best he has been able to do is every other month, because it is such a big job. I know the associates would like to see this report produced more frequently. Once a month we prepare statements to mail out to the patients. Everyone in the office helps out with statement preparation. But before I can explain the monthly statements, I have to explain about households. Each patient is a member of what we call a household. Each household has a head, the person responsible for paying the bills. The household head is not necessarily a patient. The household head might be employed by a company who provides employees with a medical insurance policy through an insurance company. Our patient records actually are filed by households. We have one folder for each household. In one folder, we would keep separate patient files for each of the patients who belong to that household. We also keep one charge and payment record for the entire household. A monthly statement is prepared for a household only if (1) a service was provided that month for a patient in the household, (2) a payment was received that month from any member of the household, (3) a payment was received that month from the household's insurance company, or (4) the household has a positive current balance due. Then the statement is mailed to the head of the household. The statements are typed on preprinted forms. The top section of a statement, the part above the perforations, is called the header. It includes the date, the household head name and address, the previous month's balance, the total household charges MTD, the total payments MTD, and the current balance. When the statement is folded properly and inserted into a windowed envelope, the name and address are visible through the window. The bottom section of the statement lists every activity for the month, in date order. For every service performed, there is a line showing the patient's name, the service date, service description, and service fee. For every payment received, there is a line showing the date and amount. If the payment was received from an insurance company, that source is noted on the line. Finally, a running balance appears on each activity line. Here is a sample of a typical monthly statement

NEW CENTURY HEALTH CLINIC 407 Court Street Fullerton, CA 99690 999-123-4567
To: Andrew Stevens 65 East Melody Lane Fullerton, CA 99690 Account 13224		Date: Previous Balance: Charges: Payments New Balance:		2/28/07 125.50 220.00 -280.00 65.50
----------------------------------------------------------------------------------------------------------------- Please return the top portion with your payment. Retain this portion for your records.
Date	Patient	Code	Service		Fee	Balance
						125.50
2/2/07	Maria Stevens	99201.00	New patient evaluation		100.00	225.50
2/2/07	Maria Stevens	92283.00	Color vision exam		25.00	250.50
2/19/07			Insurance payment		CR 80.00	170.50
2/22/07	Andrew Stevens	93015.00	Cardiovascular stress test		95.00	265.50
2/23/07			Patient payment		CR 200.00	65.50

Interview question for Fred Brown, Accounting

What are your main responsibilities? What reports do you produce for clinic associates?

Response:

My main responsibility is to keep the clinics books. I use a manual double-entry accounting system that has been in effect since the clinic began. The accounts receivable function ties into our patient and insurance billing systems, and I interact with Anita Davenport and others to obtain information needed for various reports, including MTD and YTD provider reports and monthly statements. I also handle other routine accounting functions, such as general ledger, accounts payable, and payroll. At the end of each quarter, and at year-end, I work with an outside CPA firm that prepares the clinics tax returns and profit distributions.

Interview questions for Lisa Sung, Appointments Scheduler

How do you schedule appointments? How do you prepare an appointment list? What information is included on an appointment list? How often is an appointment list prepared? How do you prepare a call list? What information is included on a call list? How often is a call list prepared?

Responss:

I am responsible for the appointment book. Actually, we have eight appointment books, one for each of the doctors and therapists. An appointment book lists times throughout the day in half-hour blocks. I block out the times in a provider's book when I know they won't be here, such as lunch times, days off, vacations, conferences, and so on. The rest of the times are available for appointments. When a patient calls to set up an appointment, I pull the patient's file. If the patient already is here because he or she has just completed an appointment, then I get the file from the provider. Then I look on the history record to see who the patient's usual doctor or therapist is and check that persons availability. I usually check with the doctor or therapist to be sure what procedures will be performed. Once we settle on a date and time, I block off an appropriate amount of time in the book for the appointment, and I write the patient's name and the expected procedure codes in the spaces provided. Every day I type up the appointment lists, one for each of the providers who will be seeing patients the next working day. An appointment list simply lists all the scheduled appointment times and patient names, along with the codes of the services that are to be performed for each patient. Toward the end of the day, I pull all the files for the patients on the appointment lists for the next day. After a providers last appointment for the day, I throw away that day's appointment list, post the new one for the next day, and put together a set of patient records for each provider. Although we do not schedule medical procedures on Saturday, we do see some patients for therapy sessions. Because I don't work on Saturdays, on Fridays I have to type and post appointment lists and pull patient records for both Saturday and Monday.

Here is a sample of a typical appointment list:

NEW CENTURY HEALTH CLINIC

Appointment List

Date: __2/19/07_____ Provider: __Dr. Garcia_________

Time: Patient Service

8:00 am John Frick 99385 - Initial preventive maintenance evaluation

8:30 Amelia Johnson 97022 - Diathermy treatment

9:00 Jan Riley 99450 - Basic life exam

9:30 Susan Creighton 99401 - Preventive med counseling

10:00 Conference at hospital

10:30 " " "

11:00 " " "

11:30 " " "

12:00 " " "

12:30 " " "

1:00 pm Bill Monroe 97022 - Whirlpool treatment

1:30 Janet Jacobs 93015 - Cardiovascular stress test

2:00 Janet Jacobs 97110 - Therapeutic procedure

2:30 Wilma Ross 99272 - Confirmatory consultation

3:00 Meet with systems analyst

3:30 " " " "

4:00 Jacob Jenkins 99201 - New patient evaluation

4:30 Renee White 73721 - MRI, knee

5:00 Teresa Hartman 73615 - X-ray, ankle

5:30 Dictate reports

6:00 " "

Every day I also go through all the appointment books and type one call list with all the names, telephone numbers, and appointment times for those patients with appointments the day after next. Only the names and times are shown in the appointment books, so I have to go to the patient files to get the phone numbers. On Monday I type a call list with Wednesday's appointments, on Tuesday I do Thursday's appointments, and so on. Thursday is the only odd day, because I have to include all the patients for both Saturday and Monday on the call list I prepare that day. That call list also shows the day of the appointment, either Saturday or Monday. When I get in to work each morning, I place the call list I prepared the day before next to the telephone. Throughout the day I try to contact all the people on the list to remind them of their appointment. Sometimes, one of the other employees will call a patient or two if I am busy and they are free. When we contact a patient, we cross the name off the call list. When all patients have been contacted by the end of the day, we throw the call list away.

Interview questions for Susan Gifford, Patient Records

How are patient files maintained? What information is included in a patient file? What information is included in a household folder? Do you prepare any special patient reports? If so, what are the contents of those reports, and how often are they prepared?

Response:

Patient files are stored within household folders, which were previously described by Anita Davenport. The household folders are kept in alphabetical order by the household head's name. Within each folder are three different kinds of files or records. The first simply is a sheet of paper on which the name and address of the head of the household, his or her employer and insurance company (if any), and work and home phone numbers are typed. Then there is a list of all the patients who belong to the household. A listing includes the name, birth date, daytime phone number, and relationship to the head of the household. If the head of the household is one of our patients, that person is included in the list. I show the patients' full names because the last names are not necessarily the same. The second kind of record is the household charge/payment record. Any time we treat any member of the household, I make an entry showing the patient name, date, service, charge, and new current balance. If the household has insurance coverage, I make a check mark next to any charge for which we have sent a claim to the insurance company. When we receive a payment that applies to the household, I make an entry in the household charge/payment record showing the source, date, amount, and new current balance. Payments simply are applied on an account. That is, as far as household records are concerned, we do not link a payment back to any particular charge. Tom does, however, tie every payment from an insurance company back to a specific claim in his records. The third item kept in a household folder is a patient file, one for each patient in the household. In that file is a patient history record, where I list every procedure performed on the patient, the date the service was performed, and the provider. The patient's chart, which is maintained by the provider, and any additional notes also are in the patient's file. The day before a patient's scheduled appointment, either Lisa or I pull the patient file. When the appointment is completed, the provider or one of the nurses brings the patient file and service slip to Lisas desk. Eventually, Lisa passes the patient file on to me, and I pull the appropriate household file. If Lisa already hasn't written down and added the charges for the services performed, I do that. Then I check to see if the household is covered by insurance. If it is, I pass the entire household file on to Tom. When he's done with it, he returns it to me. In either event, I then record the new information onto the patient's history record and the household charge/payment record. Then I refile the entire household file and pass the service slip on to Fred Brown. I personally am concerned with only one report. I maintain an alphabetical list of all patients. Next to each patient's name is the name of the head of the household to which the patient belongs. When I need a particular patient record, I consult this list to determine under which household the patient is filed. I usually handwrite new patients on the current list. When the list gets too messy, or when I have enough free time, I type a new patient list. Many of our patients receive regular checkups or therapy. I keep track of the date of the last visit for every patient. Twice each month I send out preprinted postcards to remind patients that it's time to make a new appointment. For example, if we are seeing a patient on a monthly or quarterly basis, I send that patient a reminder postcard. Generally, I send the reminder cards two or three weeks ahead of time. We dont have a method of generating mailing labels, so I address the reminder of the cards by hand. I sure hope that the new system can make this task easier.

Interview questions for Tom Capaletti, Insurance Processing

What kind of insurance company records do you keep? How do you prepare insurance claim forms? What information is included on the claim forms? How do you prepare the weekly Insurance Company Report? What information is included on that report? How do you prepare the monthly Claim Status Summary? What information is included on that report?

Response:

Our patients are insured through one of 34 different insurance companies. I keep a file on each of those insurance companies, where I record the details about charges for which I have submitted claims and the payments received on claims. I also have to keep records on the companies that our patients work for, including the full company name, complete address, and the group number of their insurance coverage plan. Every day, Susan gives me the folders for which I have to prepare insurance claims. First I check the front sheet to see which insurance company it is and then get a blank form for that company. I keep files of blank claim forms for every company with which we deal. There is a so-called standard form, which most companies accept. But some companies have their own special claim forms. Every claim form looks different, but they all require the same information somewhere on the form. They all need New Centurys name and address; the name and address of the household head; the patient name; the relationship of the patient to the head of the household; and the employer name, address, and group number. I have to list all the services provided, including procedure codes, descriptions, and fees. Then I enter the total amount of the claim. I put a check mark on the service slip next to the services for which I have submitted a claim, and then I return the household file and service slip to Susan. On my way home every night, I stop at the post office to mail all the insurance claims I've prepared that day. Every Tuesday, I prepare the weekly Insurance Company Report, which reports the status of claims through Monday. For every insurance company we deal with, I calculate the MTD and YTD total of the claims I've submitted. I also total the month-to-date and year-to-date payments we've received from the company. Finally, I calculate all the claims that have not yet been paid by that company. The associates like to see this data, and Fred Brown needs it to prepare his accounting entries. One more report has been a problem for me the Claim Status Summary. This shows all unpaid claims and how long they have been outstanding. I am supposed to prepare this report every month on the first working day, but the report is very time-consuming, and I havent been able to keep up with it. Everyone has been very nice about it, saying it's okay if I can't get the report out every month, but I know they truly want this report monthly. The Claim Status Summary includes one page for each insurance company. Each page starts out looking like the Insurance Company Report, in that I have to calculate the total claims submitted and payments received, both for the MTD and YTD. Then I also have to list every unpaid claim. For each claim, I show the procedure code, description, patient name, household head name, fee, and date. Then I show how old the claim is by putting it into one of four aging brackets: current (which means zero to 30 days old), more than 30 days old, more than 60 days old, and more than 90 days old. At the bottom of the page, I show the total amount owed by the insurance company in each of those four aging brackets. I sure hope the new computer system will make things easier!

Question

3. Design a questionnaire to learn how New Century patients feel about insurance procedures and appointment scheduling. Your questionnaire should be designed for a sample group of patients, and should follow the suggestions in this chapter. After you complete the questionnaire, select a sampling method and explain your choice