Most long-term relationships are built on mutual trust and respect. Valuable relationships are not built on mistrust, fear or intimidation. Same holds true for the relationship your practice has with payers, and especially payer representatives. A little sugar can go a long way when you need help resolving claims issues or credentialing problems. Resist the temptation to beat up on the payer reps you encounter over the phone and don’t ever write a nasty, insulting e-mail. These almost always backfire and once the bullet leaves the gun you can’t bring it back.
Believe it or not, you need these people and they have long memories. Having done this for almost 30 years, I have found the payer reps, like me, are not perfect but they really do want to help resolve issues not make them worse. Take the long view, create a relationship!
About R. Todd Welter • MS, CPC
Founder and President of RT Welter & Associates
Mr. Welter has over 25 years of healthcare industry experience assisting physicians and other providers, hospitals and other facilities with the business side of medicine. Through strategic planning and analysis, Mr. Welter’s main focus is to strategically increase revenues and profitability in this radically changing health care environment. Mr. Welter has a Masters Degree in Organizational Leadership from Regis University in Denver where he has had an appointment as affiliate faculty in the School for Professional Studies for over ten years. In addition, Mr. Welter holds a faculty appointment at the University of Denver’s University College. In the Health Care Leadership program he teaches Macro Economics in Health Care and Innovative Strategies and Change in Health Care to graduate students.