Listen: Listen carefully to the response, both to what is said and what you can infer about facts, feelings, and values.
You will pick up emotions in language, particularly in extreme words or words that are repeated.
If mistakes are found, you should make a new adjustment entry to correct the financial problem (see last month’s article titled Correct Posting Errors on Payments in History).
But when the error involves procedures that are in history, you must maintain accurate clinical records by first invalidating the incorrect procedure, and then posting a corrected, back-dated procedure, and finally, making an adjustment to the patient’s balance for the procedure amount.
To correct a procedure in history: By understanding how to correct posting errors to procedures in history, you can maintain accurate and clear records for your patients.
You know, the one with tissue-thin skin who expresses frustration, sadness, or worry through tears.
When you find posting errors in the Ledger, particularly those items already in history, you cannot simply delete them and reenter the information. The Ledger is a financial record of posted procedures, payments, and patient balances that is used to print statements for patients and to bill insurance.
You want to make sure that the information you print doesn’t change after patients leave the office.
Three people might jump in, all talking at once Once everyone is working with the same three data sets — facts, emotions, and values — you will be clear what you need to solve for, in this case, how will we weigh the financial necessity with the impact on people.
Although taking the time to draw out the values might seem slow at first, you’ll see that issues actually get resolved faster.
If you have humans in the workplace, you’re going to have emotions too.