Sunday, July 12, 2020

Change Your World by Changing Your Words

Welcome to Episode 24 of On the Fly, our video series with small bites (two mins or less) of marketing and customer experience advice and training from experts, given to you during the current disruption. 

“If you change your words, you could very easily change your world,” says Phil Jones. Phil is a bestselling author, speaker, and sales expert. He joins us this week with an important reminder about the power of words and the art of conversation. Your customers will have a lot of questions for you right now. Be prepared for them, says Phil. Also, come up with questions to ask them to gain further clarification so you can further help them. Stay in control of the conversation. t

Watch full video:  

Visit OnTheFly.Expert to see all the episodes OnTheFly.Expert

 

 

Learn more about the power of words with “Emotion and Empathy: The Storytelling Keys to Content Marketing.”



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Friday, July 10, 2020

How to Use Feedback to Succeed

How to Use Feedback to Succeed written by John Jantsch read more at Duct Tape Marketing

Marketing Podcast with Steven Herz

Steven HerzIn this episode of the Duct Tape Marketing Podcast, I interview Steven Herz, President of The Montag Group, a sports and entertainment talent and marketing consultancy. He is also a career advisor to CEOs, lawyers, entrepreneurs, and young professionals. Prior to joining TMG, Steven was the President and Founding Partner of IF Management, an industry leader whose broadcasting division became one of the largest in the space, representing over 200 television and radio personalities. The agency represents some of the biggest names in sports and news media, including NBC Sports Mike Tirico, ESPN’s Scott Van Pelt and Dan Shulman, and CNN Chief International Correspondent Clarissa Ward.

Steven’s book Don’t Take YES for an Answer, is a self-empowerment guide to achieving your fullest professional and personal potential. Don’t Take YES for an Answer explains why excessive positive feedback limits personal and professional growth and then teaches you how to embrace hard truths and critical feedback to escape mediocrity and break away from the pack.

Questions I ask Steven Herz:

  • Why are you suggesting don’t take yes?
  • Do people want to hear negative feedback?
  • What is missing, why aren’t we giving feedback?
  • How do you filter the feedback that is qualified?
  • How does authority play a role in not taking yes for an answer?

What you’ll learn if you give a listen:

  • Why no one knows they are failing
  • How the bumper sticker no judgment became the norm
  • What type of feedback you should be looking for and who you should be listening to
  • How vulnerability can benefit you in your success

More about Steven Herz:

Like this show? Click on over and give us a review on iTunes, please!

Site domainsThis episode of the Duct Tape Marketing Podcast is brought to you by .site.

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You too can get your very own .site domain for as low as $1.99. Visit www.get.site. Search for your unique .site domain and use code ‘selfreliance’ to get 50% off on your domain purchase.



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How Digital Marketers Can Handle Change During a Crisis

During a crisis, marketers must adjust and adapt their marketing strategies to better serve their customers in a dynamic time. Following the steps below can help you identify and implement changes in order to offer your customers some stability and inform them on how your brand can help during a difficult situation. Find out what several successful businesses did and what you can learn from their examples.

Lean on your third-party consultants and marketing technologies

Marketers should already possess the tools needed to stay nimble and current in their communication with their customers. Leaning on your existing consultants and third-party marketing technologies can help you navigate this change. Think about leveraging your A/B testing platform as a CMS (content management system) to:

  • Quickly update company? messaging,

  • Rearrange site content,

  • Target specific segments of visitors,

  • Stay in compliance with local ordinances,

  • And provide site visitors with peace of mind and much more.

Update necessary messaging immediately

Act swiftly and get necessary messaging live as soon as possible. During the initial stages of the COVID-19 pandemic, many industries faced immediate changes to their operations, procedures, and policies. It is imperative that change is well-articulated to your site visitors.

Listen to analytics and launch monitoring or insights campaigns

It is crucial to keep a close eye on site visitor behavior throughout the full lifecycle of the pandemic. Tracking trends can help you gain a better understanding of how conversion has shifted during this time and your audience sentiment. This will help position you to navigate the current climate and work towards the future. Another way to do this is to utilize your existing A/B testing platform to run monitoring campaigns to glean insights into specific visitor segments. This will assist in identifying over and underperforming segments of visitors, so that you can better target and personalize content as it pertains to an evolving situation. For example, during COVID-19, it can be helpful to filter reports by date ranges that correspond with different phases of the virus. You may see visitor sentiments shift between lockdown and reopening.

Create resources to address questions and concerns

With many call centers at capacity or unable to respond to customers’ inquiries, adding helpful resources to your site can help relieve strain on customer support departments and increase transparency with visitors. Think about adding a FAQ page dedicated to changes in procedure specifically stemming from the crisis you are facing or incorporating new content into existing FAQ pages or resources. This is a great way to promote the positive changes you have made to your procedures or to highlight a recent corporate social responsibility initiative that your business took in response to the crisis.

During COVID-19, many companies provided links and resources to CDC guidelines to eliminate questions around why certain types of change is required. For example, most airlines added a link to a CDC article supporting their new mask-wearing requirement to help educate visitors about why this change is necessary.

Continue communication and A/B testing

It is critical that companies continue to engage with their customers, even those in industries that have been hit hard. Businesses that went radio silent will not be top of mind when the crisis abates, and customers are ready to re-engage. Instead, consider a steady stream of relevant information, inspiration, or appropriate promotions. It can also be very beneficial to continue with A/B testing. Even if the campaign roadmap you had in mind likely no longer makes sense, look to test messaging or other changes that could improve the visitor experience in the current climate.

For example, many retailers who previously did not offer free shipping are now doing so during the COVID-19 crisis. Testing which "Free Shipping" messaging resonates best with your audience could prove to be an easy "win". Or with travel clients, a fine line might exist between providing just the right amount of reassurance messaging and putting too much information in the reservation booking funnel. Having too much reassurance messaging might hurt the chances of converting even the most carefree traveler just as easily as a funnel with no reassurance messaging could cause a more cautious traveler to think twice before converting. That threshold can be determined by running an A/B or multivariate test.

Pivot and think outside the box

Rethink products or services that don’t really make sense during a crisis. Can these products or services be rebranded or changed to be made relevant to the current sentiment among visitors?  

During the current pandemic, we saw hotel chains offer up hotel rooms to those in need, some retailers moved from a buy-one-get-one model to a buy-one-give-one model, and food deliveries have switched  to contactless delivery.  Put yourself in the customer’s shoes and see if your current offerings make sense.  If they don’t, see if they can be made more relevant or if they should be abandoned altogether. 

Move forward and plan ahead

Look beyond the current forecast of these trying times and start thinking about creating a strategic roadmap for the next three, six, or twelve months.  Conduct market research, look at current and projected trends, and work with existing business objectives to create a testing and personalization roadmap to aid in the recovery. With shifting visitor behaviors, it is critically important to be able to test which changes resonate with which segments of visitors. 

                                                                                                                                                           

Want to learn more about how the Oracle Maxymiser Consulting team can take your optimization program to new heights?  The Oracle Maxymiser Consulting team is made up of passionate strategists, designers, developers, quality assurance professionals, trainers, analysts, and platform experts. We’re excited to understand your business needs and work with you to drive ROI.

Contact us here or find out more information about Oracle Maxymiser at our home on the web.

 



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What’s behind the hype about Customer Data Platforms?

How CDPs aim to solve some of marketers’ most vexing challenges.

Please visit Marketing Land for the full article.


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How Digital Marketers Can Handle Change During a Crisis

During a crisis, marketers must adjust and adapt their marketing strategies to better serve their customers in a dynamic time. Following the steps below can help you identify and implement changes in order to offer your customers some stability and inform them on how your brand can help during a difficult situation. Find out what several successful businesses did and what you can learn from their examples.

Lean on your third-party consultants and marketing technologies

Marketers should already possess the tools needed to stay nimble and current in their communication with their customers. Leaning on your existing consultants and third-party marketing technologies can help you navigate this change. Think about leveraging your A/B testing platform as a CMS (content management system) to:

  • Quickly update company? messaging,

  • Rearrange site content,

  • Target specific segments of visitors,

  • Stay in compliance with local ordinances,

  • And provide site visitors with peace of mind and much more.

Update necessary messaging immediately

Act swiftly and get necessary messaging live as soon as possible. During the initial stages of the COVID-19 pandemic, many industries faced immediate changes to their operations, procedures, and policies. It is imperative that change is well-articulated to your site visitors.

Listen to analytics and launch monitoring or insights campaigns

It is crucial to keep a close eye on site visitor behavior throughout the full lifecycle of the pandemic. Tracking trends can help you gain a better understanding of how conversion has shifted during this time and your audience sentiment. This will help position you to navigate the current climate and work towards the future. Another way to do this is to utilize your existing A/B testing platform to run monitoring campaigns to glean insights into specific visitor segments. This will assist in identifying over and underperforming segments of visitors, so that you can better target and personalize content as it pertains to an evolving situation. For example, during COVID-19, it can be helpful to filter reports by date ranges that correspond with different phases of the virus. You may see visitor sentiments shift between lockdown and reopening.

Create resources to address questions and concerns

With many call centers at capacity or unable to respond to customers’ inquiries, adding helpful resources to your site can help relieve strain on customer support departments and increase transparency with visitors. Think about adding a FAQ page dedicated to changes in procedure specifically stemming from the crisis you are facing or incorporating new content into existing FAQ pages or resources. This is a great way to promote the positive changes you have made to your procedures or to highlight a recent corporate social responsibility initiative that your business took in response to the crisis.

During COVID-19, many companies provided links and resources to CDC guidelines to eliminate questions around why certain types of change is required. For example, most airlines added a link to a CDC article supporting their new mask-wearing requirement to help educate visitors about why this change is necessary.

Continue communication and A/B testing

It is critical that companies continue to engage with their customers, even those in industries that have been hit hard. Businesses that went radio silent will not be top of mind when the crisis abates, and customers are ready to re-engage. Instead, consider a steady stream of relevant information, inspiration, or appropriate promotions. It can also be very beneficial to continue with A/B testing. Even if the campaign roadmap you had in mind likely no longer makes sense, look to test messaging or other changes that could improve the visitor experience in the current climate.

For example, many retailers who previously did not offer free shipping are now doing so during the COVID-19 crisis. Testing which "Free Shipping" messaging resonates best with your audience could prove to be an easy "win". Or with travel clients, a fine line might exist between providing just the right amount of reassurance messaging and putting too much information in the reservation booking funnel. Having too much reassurance messaging might hurt the chances of converting even the most carefree traveler just as easily as a funnel with no reassurance messaging could cause a more cautious traveler to think twice before converting. That threshold can be determined by running an A/B or multivariate test.

Pivot and think outside the box

Rethink products or services that don’t really make sense during a crisis. Can these products or services be rebranded or changed to be made relevant to the current sentiment among visitors?  

During the current pandemic, we saw hotel chains offer up hotel rooms to those in need, some retailers moved from a buy-one-get-one model to a buy-one-give-one model, and food deliveries have switched  to contactless delivery.  Put yourself in the customer’s shoes and see if your current offerings make sense.  If they don’t, see if they can be made more relevant or if they should be abandoned altogether. 

Move forward and plan ahead

Look beyond the current forecast of these trying times and start thinking about creating a strategic roadmap for the next three, six, or twelve months.  Conduct market research, look at current and projected trends, and work with existing business objectives to create a testing and personalization roadmap to aid in the recovery. With shifting visitor behaviors, it is critically important to be able to test which changes resonate with which segments of visitors. 

                                                                                                                                                           

Want to learn more about how the Oracle Maxymiser Consulting team can take your optimization program to new heights?  The Oracle Maxymiser Consulting team is made up of passionate strategists, designers, developers, quality assurance professionals, trainers, analysts, and platform experts. We’re excited to understand your business needs and work with you to drive ROI.

Contact us here or find out more information about Oracle Maxymiser at our home on the web.

 



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How technology is changing what it means to be an effective marketer

Tools and tech to help improve analysis, decision making, and strategic planning.

Please visit Marketing Land for the full article.


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The Best Medical Billing Services

The best medical billing service depends on your facilities specific needs.

And when it’s done right, it’s something that your patients and you rarely have to think of aside from copay. When it’s done wrong and it can be a costly nightmare of wasting time and resources for everyone involved.

Caring for patients’ health is the top priority, of course, but multiple other items are important. After all, if you cannot turn a profit, you won’t be able to properly care for patients very long. Keeping on top of your billing process is the key to keeping the profits growing and the lights on at the office.

Compare Quotes From The Best Medical Billing Services

Get matched up with a medical billing service that fits your specific needs.

>> Compare Quotes

 

For quite a few practices, in-house billing is a serious chore. Instead, practices may consider outsourcing this key aspect of running a medical practice to one of the best medical billing services, or revenue cycle management (RCM) services.

The 8 Best Medical Billing Services

Medical billing involves submitting claims to health insurance companies for the care you’ve provided to patients. In modern health care, insurance payments are the key to maintaining a financially viable medical practice.

A medical billing service will file the insurance claims in a timely manner with the proper coding. By following the submission rules the insurer has, the chances increase of receiving a timely payment, giving your practice the cash flow it needs to operate.

These services often will handle the billing process with patients. After the insurance company pays its portion of the bill, the RCM may offer a service where it bills the patient for the remaining balance.

The best medical billing services also will help you avoid making mistakes in insurance claims and bill submission that could force you to forfeit revenue because of poor recordkeeping. Here are the eight best medical billing services we have found.

AdvancedMD

• Works with all types of practices
• Very high first pass success rate
• Works with denied claims
• Checks claims for coding errors
Compare Quotes

For medical practices that want the highest possible success with insurance claims on the first pass, AdvancedMD is a strong performer. It guarantees it will deliver one of the highest percentages of success on initial claims submission in the industry at 95%, and it claims to exceed that number under real world conditions.

AdvancedMD has an EMR system that you can use too, which helps with billing accuracy. However, the service does not initially code the claims, so you’ll have to do this part in-house.

Pros

  • Extremely high first pass success rate
  • Will search your claims for coding errors
  • Works with denied claims for you
  • Works with all sizes and types of practices

Cons

  • Does not do the initial coding, so you’ll need an in-house certified coder
  • Has some extra fees

AthenaCollector

• Extremely easy to use
• Works with your team
• 90-day minimum contract
• Great low prices
Compare Quotes

When you want your staff to handle the majority of the billing process with a bit of guidance from a service, AthenaCollector is a good choice. This is primarily an automated medical billing service that attempts to catch errors that your staff may make during the billing process.

It is easy to use, and training requirements don’t take a long time, so you can be up and running quickly.

Because AthenaCollector only has a 90-day minimum contract, you can try this RCM service to see if it fits your needs without a major commitment.

Pros

  • Extremely easy to use
  • Designed to help your in-house service
  • Shorter than average minimum contract length
  • Price point is a bit below average

Cons

  • Not made for those who want a complete third-party billing service
  • First pass success rate in claims is a bit lower than others

CareCloud

• Strong matching EMR system
• 1 year minimum contract
• Multiple plans
• Competitive pricing
Compare Quotes

One of CareCloud’s biggest advantages versus other RCMs is its ability to tailor its pricing tiers to match the way your practice works. Rather than a one-size-fits-all billing, CareCloud adjusts its billing based on the complexity and frequency of your claims.

With CareCloud, you’ll receive a below average percentage cost, based on your monthly billing amount, but you will have to pay some hefty startup fees.

If you want to match your EMR software with your biller, CareCloud offers a strong EMR system.

Pros

  • Multiple pricing tiers with competitive overall pricing
  • Has a strong matching EMR system
  • Offers a minimum contract length of one year
  • Excellent coding results

Cons

  • Startup fees are high for new clients
  • Requires a minimum monthly guarantee

Cerner

• Great for large practices
• Multiple advanced features
• Patient account collection services
• Handles all aspects of billing
Compare Quotes

For those medical practices that have complex billing needs, the Cerner billing service is able to handle these requirements. However, with the advanced features comes some challenges in training, so don’t expect to be up and running quickly with this biller.

Cerner will handle the entirety of the billing process from start to finish, including resubmissions of denied claims and account collections from patients. Cerner is best for larger practices.

Pros

  • Multiple advanced features for large practices
  • Handles all aspects of billing
  • Will manage patient account collections for you
  • Once you figure out how to use it efficiently, this is an impressive service

Cons

  • Higher than average pricing
  • Training process is long and involved
  • Customer service has hit and miss results

CureMD

• Geared toward small practices
• High first pass success rate
• No minimum contract
• Low startup costs
Compare Quotes

Small practices that want to start using a medical billing service without shelling out a significant upfront investment will appreciate CureMD.

This service has a first pass success rate for claims at up to 98%, which is one of the highest in the industry. It handles all aspects of the billing and claims process, including generating codes, so it’s a full service option.

CureMD excels at generating helpful reports too.

Pros

  • Low initial price for basic service
  • Geared toward small practices
  • No minimum contract requirement
  • Very high first pass success rate on claims

Cons

  • Has multiple add-on fees, depending on the level of service you need
  • Will not support some uncommon specialty areas

DrChrono

• Full service plans
• No minimum monthly guarantee
• Start to finish claim submission
• High percentage of success
Compare Quotes

For smaller than average sized medical practices, a full service system that encompasses EMR, practice management, and billing services may be the best option, which is what DrChrono offers. (You cannot be a DrChrono customer for medical billing services unless you also use its EMR software package.)

DrChrono claims a first pass success rate on insurance claims of up to 97%, which is extremely strong. This billing service delivers full service to its clients, regardless of size, including generating the codes for you.

Pros

  • Geared toward both general practices and specialty providers
  • Works with small practices with no minimum monthly guarantee
  • Will handle the claims submission process from start to finish
  • Offers a high percentage of success on first pass of insurance claims

Cons

  • Must be a DrChrono EMR software client
  • May not work as well for larger practices

Human Medical

• Best for smaller practices
• Highly flexible plans
• Personalized & customized service
• Great customer service
Compare Quotes

When you want a highly personalized and customized service from a medical biller, Human Medical is an excellent choice. It is not a large company, but its customer service is strong. It is willing to work with its clients to come up with the best solution.

Human Medical does not offer other types of software, so it’s a nice choice for practices that already have EMR and practice management software in place and do not want to change vendors.

Its percentage charges are higher than average, so you will pay a bit extra for the flexibility you receive.

Pros

  • Highly flexible service
  • Handles all aspects of the claim generation process, including coding
  • Great for smaller practices
  • Very good customer service

Cons

  • Has no EMR or practice management software option
  • Percentage fees are a bit higher than average

Kareo

• Flexible service plans
• Works with resubmissions
• Training options
• Competitive pricing
Compare Quotes

If you are a customer of the Kareo EMR and practice management software, you’ll receive an excellent price on the Kareo medical billing service.

Kareo gives you flexibility in how you use its billing services, as it can handle the entire billing process from start to finish, or it can handle any single segment of the billing service. It also handles resubmissions as required.

You will have to pay a setup fee and a monthly minimum with Kareo, but these amounts are reasonable versus some others.

Pros

  • Competitive pricing
  • Handles all aspects of medical billing, if desired
  • Works with resubmissions
  • Nice level of training options

Cons

  • Must use Kareo’s EMR and practice management software
  • Some questions about its customer service reliability

How to Choose The Best Medical Billing Service For You

Finding just the right medical billing service to meet your needs requires completing a bit of homework on your part. Think about which RCM services are most important for your practice (and in which areas you need the most help), and find a service that has the strengths in those areas.

Price

Cost is a significant differentiator among RCM services. As a start, the majority of medical billing services will charge you a percentage of the revenue they run through the billing process. Around 6% is average, but some RCMs charge as much as 9% or 10%.

Unfortunately, you cannot consider price alone when comparing the best medical billing services. You also need to fully understand how the biller calculates the percentage. In addition to the amount of the insurance claims the RCM runs for you, the amount on which the RCM bases the percentage also may include:

  • Any clearinghouse fees you pay
  • Any copays you collect before the appointment

The RCM may charge you additional fees for extra features, such as the total number of claims you file per month and the number of different insurers you use. Be certain you fully understand the service’s fee structure before signing any contract.

The RCM also may have a minimum amount it will charge you each month. If you are a small practice that doesn’t generate enough claims to reach this minimum amount, it will end up costing you quite a bit more than a straight percentage vendor.

Contract

The medical billing service likely will want you to agree to some sort of contract length before it takes on your practice as a client. This is a common occurrence among RCMs.

A minimum contract length will be one year, but you often find billers that want you to sign up for a two- or three-year contract. Some even use five-year contracts. You can try to negotiate shorter contract periods, but success rates are hit and miss.

The good news with a contract is you will know what your costs will be for the length of the contract, as the biller shouldn’t change the billing rate on a whim during the contract period.

Pay attention to any fees and penalties you must pay if you want to cancel the contract early. Should the medical billing service fail to meet the guidelines for performance spelled out in the contract, make sure the contract allows you to cancel the service without penalty.

Guarantees on Coding

If you find a low priced medical billing service, it may be because the service expects you to take care of the initial coding on insurance claims. Using proper coding is a significant part of filing insurance claims properly, and incorrect coding leads to rejected claims. You’ll want a medical billing service that is able to achieve successful claim submissions at a high percentage the first time, which reduces delays in receiving payments.

If your practice struggles with making coding errors, you may want to find a medical billing service that handles all of the coding for you. Be certain that the service hires only certified coders, ensuring you receive the most accurate possible results. The service needs to be able to handle the ICD-10 coding system, which most can. (And it should have plans in place for how it will migrate to ICD-11 after this system’s adoption in the near future.)

If you have someone on staff who has success with generating insurance coding, you probably can save some money with a medical billing service by generating the codes yourself.

Managing Denials

When selecting the best medical billing service, figure out how the RCM handles claims that the insurance company denies. Will the billing service fix and resubmit any denied claims?

Some services will not resubmit a claim if the mistake occurred on your end, not without charging you an additional fee. Others will fix everything as part of your base price, regardless of where the mistake originated.

Working With Specialties

If you engage in an area of specialty at your practice, your insurance coding can be a challenge. Before picking a medical billing service, make sure it has the ability to handle your specialty needs, especially if they generate some uncommon insurance billing codes.

Working With Your Software System

For the smoothest possible integration of your billing needs, look for an RCM that is able to connect with your EMR system. If the medical billing service can pull the necessary data directly from your system, this will reduce errors in submitting claims.

Some medical billing services have their own EMR and practice management systems. If you match the biller to the software you’re already using, it can deliver the maximum efficiency for your medical practice. In fact, some billers only will accept you as a client if you use the biller’s EMR and practice management software.

Additionally, the service also may be able to generate reports about the way your medical practice is operating, passing them directly into your practice management software. This helps you see which areas of your billing process may be hindering your practice’s growth and bottom line financials.

Working With Patients

Some medical billing services will be able to handle all aspects of billing, including working with patients on their accounts.

The service may take a variety of items off your plate, including:

  • Sending statements directly to patients
  • Monitoring the progress of patients making payments on a balance
  • Working out a payment plan
  • Turning over unpaid accounts to collections
  • Operating a patient portal where patients can make payments on account balances

Understand that some medical billing services will charge you extra for these patient management options, while others include them in the monthly percentage fee you pay.

Privacy Guarantees

It is vital that any medical billing service is able to follow all HIPAA rules and guidelines. As the service will be handling sensitive patient data, it must have a process in place to guarantee the safety of the information.

If you are working with an American-based company, you’ll have a better chance of receiving HIPAA compliance than if you’re using a foreign-based company.

Customer Support

Make sure the medical billing service you select allows you to contact it using the method you prefer, whether that is via email, telephone, or live messaging.

Some services offer customer support 24 hours a day and seven days a week, while others only offer support during normal business hours.

Summary: Putting a Medical Billing Service to Work for You

Some medical practices choose to handle medical billing and insurance claims with in-house personnel. If you have the budget to hire insurance coders who know how to handle the medical billing process, this choice may work nicely for you.

However, doing medical billing properly does take significant time. You may not have the staff available to handle this key task. The best medical billing services will give you excellent and reliable results. These services keep you on track with your revenue stream. If you try to perform medical billing in-house and you fall behind, it can be almost impossible to catch up again, which will cost you cash flow.

Certainly, medical billing services have an expense associated with them. You may end up paying more for RCM services than what you’d pay someone in-house to handle the work. But the extra expense may be worth the peace of mind a billing service gives you, as well as the steady flow of successful insurance claims.

Compare Quotes From The Best Medical Billing Services

Get matched up with a medical billing service that fits your specific needs.

>> Compare Quotes


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