COMMUNICATING WITH PROVIDERS Emily Schmidt

Transcript:COMMUNICATING WITH PROVIDERS Emily Schmidt:
COMMUNICATING WITH PROVIDERS Emily Schmidt Barnette, RHIA, CCS, CPC, CPC-P, CPB, CDEO, CPMA, CRC, CPC-I Why am I Qualified? 13 years of experience in coding and supervisory roles Introvert! Have built successful working relationships with providers STATISTICS Medscape National Physician Burnout & Depression Report More than 15,000 physicians Covers 29 specialties Eye-opening realities… Look familiar? Image source: https://thedoctorweighsin.com/the-frustration-of-trying-to-engage-our-patients/ We are part of the problem Physicians are overwhelmed Rules and Regulations Medicare rules Payer guidelines NCCI edits Meaningful use MIPS MACRA HCCs CPT ICD-10 HCPCS ETC The Goal Image source: https://thedoctorweighsin.com/how-happy-are-us-doctors/ VERBAL COMMUNICATION Verbal Communication Introduce yourself Know your material Be prepared – know your objective What are you trying to accomplish? How will you accomplish it? Be respectful of the physician’s time Communication Principles Content Do you know what you’re going to say? Even simple messages can be misunderstood Process How is your message delivered? Be aware of nonverbal cues Context Environment Culture Method of Communication Scheduled meeting One-on-one Group In person Virtual A few minutes here and there Be Clear! No matter the setting, always be prepared Know your topic and exactly what you’re trying to communicate Know the rules (guidelines, payer rules, etc.) Tips for Effective Communication Create trust and confidence Be clear and concise Don’t give too much information Give the provider time to process the information Encourage questions and feedback If you don’t know the answer, find the answer and follow up “Code speak” Don’t talk like a coder Use words and terms that your physician is likely to understand Bad? “13.0 requires a code from N18.- and also a code from I50.- in order to fully capture this condition and code it correctly” Better “When documenting hypertensive heart and kidney disease w/heart failure, it’s important to remember to also include the associated stage of CKD and the specific type of heart failure” WRITTEN COMMUNICATION Image source: http://www.anthonyshuster.co.uk/blog/ Image source: https://ben9340.files.wordpress.com/2011/10/bademail1.png Written Communication Be clear Understand the language you are communicating in Grammar Punctuation Context Use a formal writing style Be aware of font type, colors, and size Tips for Written Communication Prepare your message Use your resources Know the purpose of your message Always be professional Write clearly and concisely Proofread! Sound Familiar? Written communication is very similar to verbal Key differences: Spelling and punctuation matter Time to review your work Take advantage of this! Remember! Remember that professionalism is key when communicating with the