Insights from a Healthcare Insider — from Scheduling to Billing

I’ve worked in healthcare my entire career, and I consider myself extremely lucky to say the most I have ever interacted with the healthcare system was when I was pregnant and then became a mother.

 

I’ve gained a perspective that throughout my career I’ve known existed but never experienced firsthand.

 

I’ve sat in waiting rooms and even hung out in the trunk of my car with my sick kiddo waiting for the last urgent care slot of the evening because I got stuck in traffic and missed our original appointment. I’ve debated copays and the need for a referral based on my insurance plan. I’ve argued bills, trying to understand why a lab draw costs so much. I’ve spent an inordinate amount of time differentiating between copay, coinsurance, and deductible.

 

And I do this for a living.

 

I won’t defend our current healthcare system — it is fundamentally broken. Instead, I want to offer up some advice on how to make it a little easier to navigate, from the perspective of a mother, a public health advocate, and a passionate employee working to build a better system.

Next time you are on the phone booking an appointment, ask if your practice or hospital has a patient portal. If they do, make sure you are enrolled and have access to your child/children’s medical records. You may need a few pieces of information to set up the account (medical record number, date of the most recent appointment, or your child’s date of birth). Make sure you ask what information you will need before you get off the phone — otherwise, that’s another phone call for you!

If you are currently trying to make an appointment by phone, ask if you have the ability to book it online. Many organizations, including mine, are constantly adding more appointments to their patient portal so parents can schedule appointments at their convenience, not just the hours between 9 a.m. and 5 p.m. when the office is open.

Most patient portals have the ability to check in online ahead of time, including signing financial paperwork required for each visit, paying your copay if needed, updating any demographic information (phone numbers, addresses, etc.), and answering questionnaires that would otherwise be handed to you on a clipboard. Not only does it help the practice stay organized, it limits the chaos when bringing your child to an appointment and trying to multitask at the front desk.

Through the portal (noticing a theme?), most organizations will also let you pay your bill online. Check to see if you have an option for paperless statements — that’s one less piece of mail piled up on your counter waiting to be recycled. If something seems off or you need help with your bill, call and ask to speak to a financial counselor or customer service representative. Request an itemized bill if you need to see things in more detail, and ask if it can be sent to your patient portal account so you have it in your hands immediately. Nearly all healthcare organizations offer payment plans for your bills, but it’s generally not well known that this is an option for patients and families.