Written Communication in Billing


Lisa Downs is a billing manager/clerical manager for two different companies called United Home Health and Trinity Home Health. She has many different job duties, but some of the main ones are that she manages people in a clerical setting, such as receptionists, she manages patients that are seen in the home health setting, checks the patient’s eligibility for home health, and checks to make sure AR claims that are sent out are actually collected.

Daily Communication

She uses communication every day, all day in order to fulfill her daily duties. Communication is a critical, important contribution to her work and making sure that the many different needs are being met in every area. The effectiveness of her communication depends on who the communication is with and what it pertains to, so it is important to use the best form of communication.

E-mail is the Way to Go

E-mail is the form of written communication she uses the most, which helps her communicate to everyone she needs to about anything and everything that is needed and it makes sure people get the information that they need to receive. Most people nowadays actually do more texting as their form of written communication, but she prefers to use e-mail the most. She saves her e-mails and marks them as unread to check back on and make sure if there is action needed and if it was done. She also forwards the e-mails back to each person to ensure that they received it and can document and confirm the dates and times of any necessary actions.

Who to Send E-mails To

She sends out e-mails like a group text, where she adds all parties involved to the e-mail and allows for the conversations to start flowing. This allows it to seem like a conference call, but the communication is all in writing and is almost like your own personal set of notes about everything. For example, if there is a patient with a problem, she sends the e-mail to all involved and follows the conversation to see how the problems are being resolved and then will follow up with everyone to make sure it was resolved.

How to Keep Up

One thing I really found interesting was that she puts specific details about the topic of the e-mail in the subject line, such as the patient’s name that the message is pertaining to or lunch coverages she is managing, so she can go back and easily find all e-mails pertaining to that topic in the future. This helps her bring up all e-mails about the specific topic so she can follow up and make sure everything is being done or continue deciding what needs to be done or evaluated.

Skills Needed for Effectiveness

Some important skills needed for effective written communication are how you word things and paying attention to details. One little word in the wrong form could change the way your message is interpreted, so this is essential when it comes to written communication. The positive aspects to written communication are that you can communicate to everybody all at one time and it is in writing so nothing gets misconstrued. The negative aspects to written communication are that once it is sent, it is sent, and you cannot take it back, so it is important to make sure to check and make sure that is what you are wanting to say and how you want to say it.

Encourage Peers to Use Written Communication

She encourages her peers to use written communication by just simply communicating with them through e-mails and everyone just always uses this form of communicating because it is the simplest, quickest form, especially for a field that are not necessarily always at the same place at the same time. For example, if there was denied insurance coverage on a patient, she would e-mail them to tell them who to reply to and to send a copy to their supervisor and herself.

Natasha Terral, Guest Blogger


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