It’s a great time to be bilingual
Converting to a new system is a great time to learn a second language. If you have been taught to express a dose in milligrams, it’s a great time to learn to speak in HCPCS units or dollars. If you are used to saying “sure, we can make that delivery”, it’s a great time to learn to say, “Let me check and see if the authorization has expired”.
Many of the errors and inefficiencies in home infusion companies are a result of clinical and reimbursement staff speaking a different language. What appears to be a lack of cooperation or teamwork is fundamentally a language barrier.
While you are in learning mode with your new system, go the extra mile and learn to speak the language of your co-worker. It will give you a broader understanding of your work as you streamline operations with the new system. You will understand your contribution in a broader context and process will be more intuitive.
Make sure you set up a training system so you can learn to use the new system to do your job. More importantly, take a little extra time to learn to do someone else’s job, focusing on the terms and concepts that are unfamiliar to you. Here are some suggestions:
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Reimbursement
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Enter and dispense a TPN prescription through the system.
Explain what each item on a delivery ticket is used for.
Learn to teach patients how to administer IV therapy.
Spend time in the compounding room.
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Clinical
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Participate in an insurance verification and authorization call.
Identify the source of all information on a HCFA 1500.
Learn to read and post denials and payments from an EOB.
Add a new inventory item and set up contract pricing for 3 contracts.
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Everyone
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Look for fields on the screen or data in the system that you do not understand. Be prepared to explain who in the company needs the data and how they will use it. If you can’t teach it you don’t know it.
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Before long, using your new system will be second nature. Now is the time to broaden your understanding so you will not only know what to do but why it is important to do it. Making this happen begins with the commitment to learn a second language.