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Sep 12, 2023 7:43:37 AM Practice EHR

8 Dos and Don'ts of Billing Communication for Medical Billers

As per the survey conducted by the Medical Group Management Association (MGMA), 25% of claim denials are due to incomplete or inaccurate patient information. Moreover, research published in the Journal of Healthcare Management revealed that healthcare providers with clear and empathetic billing communication experienced a 25% increase in patient satisfaction scores.

These are not only stats but show the importance of medical billing, as it is almost impossible to run a practice successfully if the practice’s medical billing isn’t efficient. And efficient medical billing isn’t possible with medical billers, well-versed in billing communication and dealing with insurance claims.

Importance of Billing

Importance of Billing Communication for Medical Billers

Effective billing communication is a cornerstone of success for medical billers. In the world of healthcare, precise and transparent billing is essential for maintaining trust, ensuring timely payments, and minimizing disputes. Improper or wrong billing information increases the administrative cost for the practice instead of reducing it.

A study published in the Journal of Medical Practice Management found that concise billing communication can lead to a 30% reduction in patient billing complaints. Likewise, the Healthcare Financial Management Association (HFMA) reports that 65% of patients are confused by their medical bills, emphasizing the need for clear and compassionate billing communication. These statistics underscore the critical role of billing communication in reducing errors, improving patient satisfaction, and ensuring the financial stability of healthcare organizations.

To help you excel in this crucial aspect of your profession, we've compiled a comprehensive list of dos and don'ts for billing communication. Whether you're a seasoned medical biller or just starting in the field, these guidelines will prove invaluable in improving your billing communication skills.

1. DO Understand the EHR Inside and Out

Familiarity with the Electronic Health Record (EHR) system is crucial for medical billers. Medical billing solely relies on EHR, so a medical biller must be aware of every nook and cranny of EHR Systems they use.

Inaccuracies or omissions in patient records can lead to billing errors, delayed payments, and frustrated patients. As a biller, to avoid these inaccuracies, make sure you:

  • Know how to access and navigate the EHR system efficiently.
  • Verify that patient demographics, insurance information, and medical codes are up-to-date.
  • Keep yourself updated on any EHR system upgrades or changes.

Understanding the EHR system thoroughly helps you in billing communication, but with that, it also ensures the accuracy of the entire billing process, reducing the risk of errors.

2. DON'T Neglect Patient Privacy and HIPAA Compliance

Protecting patient privacy is non-negotiable in the healthcare industry. Ensure you:

  • Never discuss patient information in public areas or with unauthorized personnel.
  • Use secure channels for transmitting electronic patient data.
  • Familiarize yourself with the HIPAA codes and regulations to avoid costly violations. HIPAA, or Health Insurance Portability and Accountability Act, is legislation in the USA standardizing the electronic transmission of administrative/financial transactions for all medical practices.

Besides being a legal obligation, HIPAA compliance is also a critical element of maintaining patient trust. Violating patient privacy can have severe consequences for both you and the healthcare organization you work for.

3. DO Communicate Clearly and Compassionately

Effective communication is vital in resolving billing issues and maintaining patient satisfaction. Always:

  • Use plain language and avoid jargon when explaining bills to patients.
  • Be patient and empathetic when discussing financial matters, as medical bills can be stressful for patients.
  • Offer assistance in finding payment solutions, such as payment plans or financial aid programs.

Clear and compassionate communication can go a long way in easing patients' concerns and fostering a long-term and satisfied relationship between healthcare providers and patients.

4. DON'T Rush Through Verification and Pre-authorization

Skipping the verification and pre-authorization process can lead to claim denials and delays. Ensure you:

  • Verify insurance coverage before any medical procedures to avoid costly surprises for patients.
  • Double-check that pre-authorization is obtained for procedures that require it.
  • Keep meticulous records of all verification and pre-authorization communications.

Verifying insurance and obtaining pre-authorization is a crucial step in ensuring that patients receive the coverage they expect and that the healthcare provider gets paid for the services rendered.

5. DO Keep Accurate Documentation

Precise record-keeping is a medical biller's best friend. Always:

  • Maintain detailed records of all billing-related communications.
  • Document any disputes, resolutions, or changes in billing status.
  • Organize documents logically for easy retrieval when needed.

Accurate documentation not only helps in billing but also serves as a safeguard against potential disputes or legal issues. It's a testament to the transparency and professionalism of the billing process.

6. DON'T Ignore Denials or Rejections

Claim denials and rejections are faced several times in a day when you are dealing with medical billing. Instead of ignoring them, you should:

  • Investigate the reasons behind denials and rejections promptly.
  • Rectify any errors in coding, documentation, or submission.
  • Resubmit claims with the necessary corrections and follow up until resolved.

Addressing denials and rejections swiftly is essential to avoid revenue loss and ensure timely payments for the healthcare provider.

7. DO Stay Informed About Industry Trends

The healthcare industry constantly evolves at a very rapid pace, and medical billing practices change with it. Stay ahead of the curve by:

  • Attending seminars, webinars, and workshops to keep up with industry updates.
  • Subscribing to reputable healthcare publications to stay informed.
  • Networking with fellow medical billers to exchange knowledge and best practices.

Staying informed about industry trends not only enhances your skills but also positions you as a valuable asset to your healthcare organization. It allows you to adapt to changes and implement best practices effectively.

8. DON'T Avoid Feedback and Continuous Improvement

No one is perfect, and there's always room for improvement. Encourage feedback from patients, colleagues, and supervisors to:

  • Identify areas where your billing communication can be enhanced.
  • Actively seek training or education opportunities to refine your skills.
  • Stay committed to continuous improvement in your billing communication practices.

Feedback and continuous improvement are essential for personal and professional growth. Embracing feedback helps you refine your skills and ensures that your billing communication remains effective and efficient.

Conclusion Billers


Mastering billing communication is a crucial skill for medical billers, and it can significantly impact the financial health of a healthcare practice. By adhering to the dos and don'ts outlined in this guide, you can enhance your billing communication skills, reduce errors, and contribute to improved patient satisfaction. Remember, the key to successful billing communication is a combination of technical proficiency, empathy, and a commitment to continuous improvement.

Applying these principles will make you a valued asset in any healthcare setting, ensuring that billing processes run smoothly and patients receive the clarity they deserve. Billing communication is not just about numbers; it's about building trust, maintaining compliance, and delivering patients the best possible healthcare experience. In doing so, you'll play a vital role in the success of your healthcare organization and the well-being of the patients it serves.

If you want a medical billing service that takes care of your medical billing but eliminates most of your administrative costs, Practice EHR is the ONE Solution you need. Reach us now by Scheduling A Free Demo and elevate the efficiency of your practice to new heights.

Topics: Integrated EHR, EHR Solution, Specialty-Specific EHR, New Technology, Cloud-based EHR, EMR, EHR, Technology in Healthcare, Billing Communication




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