Course 154 Patient Intake Practices

Streamline and professional patient intake practices are crucial to a well run massage business.
Patient should fill out the following forms and provide the following information:
Cash Pay:
a. Health Questionnaire
b. Acknowledgement of the receipt of HIPPA practices form (kept in file)
Major Medical Insurance Pay:
a. Health Questionnaire
b. Billing Information Form
c. Copy of insurance card (front and back)
d. Physician prescription or referral as necessary
e. Acknowledgement of the receipt of HIPPA practices form (kept in file)
PIP Pay:
a. Health Questionnaire
b. Billing Information Form
c. Fees and Policy disclosure
d. Copy of insurance card (front and back)
e. Physician prescription or referral (always necessary)
f. Acknowledgement of the receipt of HIPPA practices form (kept in file)
L&I Pay:
a. Health Questionnaire
b. Billing Information Form
c. Copy of insurance card (front and back)
d. Physician prescription or referral (always necessary)
e. Acknowledgement of the receipt of HIPPA practices form (kept in file)
You must check each patient’s insurance plan to determine benefits. The details to check include:
A. Does their plan include massage therapy by a Licensed Massage Therapist?
B. What is their deductible and how much have they met?
C. What is their co-pay?
D. What is their co-insurance?
E. How many visits does their plan allow?
F. Do they need a referral?
G. Do they need a prescription?
H. Do they need pre authorization?
I. What is their out of pocket maximum?
Keep this information in each patient’s file for reference.
Regence requires you to check online for benefit information before calling with questions. Premera is fairly accurate with their online benefits for Massage Therapy.
To check a patient’s insurance benefits online:
a. Log onto
b. Select the insurance company from list.
c. Type in the member ID #.
d. Select member benefits.
e. Massage is listed under Rehabilitation benefits, alternative care, or in some cases massage has its own category.
f. Press control f on your computer and type massage in the navigation box to pull up all written mention of massage in the patient’s benefits booklet. This is helpful to verify unclear information and to make sure that massage therapists are not excluded from their benefits.
To check a patient’s insurance benefits by phone:
a. Call the number on your contact list or on the back of the patient’s insurance card.
b. Obtain their benefit information by asking the questions on the previous page.
Patient Processing
Appointment Book
Patient appointments may be scheduled using a computerized electronic appointment book or manually by means of a group practice appointment book. In a busy office with numerous therapists and frequent scheduling changes and cancellations, it is necessary for both therapists and office staff to have easy access to this information.
If there is adequate office staff an electronic appointment book can be beneficial. It allows patients the option of scheduling an appointment online and helps to generate automated reminder calls. Therapist’s schedules can be printed at the start of the day and any changes made as they happen. Sufficient office staff is crucial to provide accurate updates to avoid scheduling mistakes.
Manual scheduling into a 12 column/14 hour group practice appointment book placed at the front desk, allows for easy access by therapists and office staff. This was my preference.
9:00 Patient Name Tips for manual scheduling:
9:15 Patient Phone Number use pencil to allow for changes, 9:30 Insurance Type block unavailable times with line
10:00 or X, keep track of payment in
10:15 pen, column heading can indicate
10:30 Patient Name therapist or treatment room.
10:45 Patient Phone Number
Scheduling patient appointments
When scheduling a patient consider the following:
1. Their health insurance. Schedule the patient with a therapist that is contracted with their health insurance
2. The style of massage the patient wishes or physician orders. This may include a specific modality or depth of pressure.
3. Dates and times that work for the patient.
4. Seniority, if you take into consideration the seniority of therapists.
Note: By embracing the technology recently made available for small business the amount of time necessary to complete clinic operations may be reduced. Taking advantage of some of these time-saving options may help reduce payroll expenses and allow time for other activities. Examples of the new technology include electronic appointment scheduling and automated appointment reminder calls. Consider time saving options that do not conflict with your mission statement.
Patient Records
It is extremely important to keep organized and accurate patient files. It must be quick and easy to determine whether you are adhering to the patient’s benefit limits, need a new prescription, or must send a claim to a secondary insurance company. The
treating Massage Therapist should be able to easily decipher the previous chart notes. It also may be necessary to send patient records to an insurance company or attorney. Pull patient charts prior to their appointment for charting. Re-file after processing.
Collecting Payment
Collect each patient’s payment either before or after the massage session. From non- insurance patients collect the full amount for the session. From insurance patients collect co-pays and when possible known deductible or co-insurance amounts if allowed by their insurance company.
Write the payment amount and method of payment in the appointment book. If using a manual system for recording patient payments attach a payment slip to the patient file for later input into your computer data base. If using a point of sale system the later will not be necessary.
Ask the patient if they would like to reschedule.
Therapist Biography
Create reference guide listing therapist’s names in order of seniority. Include therapist’s background, modalities, specialties, certifications, and depth of pressure used.
Patient Privacy (HIPPA)
On July 27, 2009, the Secretary of Health and Human Services (HHS) delegated to the Director of OCR the authority to administer and enforce the Health Insurance Portability and Accountability Act (HIPAA) Security Rule.
A medical massage clinic transfers patient information electronically (chart notes sent to insurance companies and physicians). As such, it must follow HIPPA standards for patient privacy. To view this regulation, visit HIPPA forms must be given to and acknowledged by each new patient. Copy of signed forms should be kept in each patient’s file. Forms may be obtained from Medical Arts Press or another reputable source.
Patient Data Base
The clinic uses QuickBooks Professional. It is used to record patient and financial information. The following is a step by step guide to inputting patient information. You may wish to track additional information. If so, input that information at this time.
New Patient
1. Open customer center>customer and jobs
2. New customer and job tab>new customer
3. Customer name bar>type>last name>comma>space>first name
4. Tab to First Name>type first name
5. Tab to MI>type middle initial
6. Tab to Last name>type last name
7. Tab to Addresses/Bill To>type full address
8. Tab to Phone>type phone number
9. Tab to Email Address>type email address
10. Click Additional Info tab
11. Tab to Birthdays>type birthday
12. Tab to Initial Visit Date>type date of first visit
13. Click OK button to save information
Adding Date of Service Information (New and Current Patients}
You will need to add the types of services you offer and their rates prior to inputting any customer information. I recommend consulting with your accountant to assign them to the proper accounts.
1. Left click customer job list
2. Start typing patient name/last name first
3. Left click on customer name to select
4. Right click on customer name
If billing insurance:
a. Left click create invoices
b. Tab to class>type therapists class number
c. Tab to date>type date of service. Tab to item>type One Hour Massage
d. Tab to amount>type amount of insurance company’s allowed amount
e. Click Save & Close button
If paying at time of service:
a. Left click create sales receipt
b. Tab to class>type therapists class number
c. Tab to date>type date of service
d. Tab to item>type service preformed (example one hour massage)
e. Tab to amount>type amount of the service (example $70.00)
f. Click Save & Close button
Applying Payments for Insurance Billed Accounts (from insurance companies and patients)
1. Right Click Patient Name
2. Left Click Receive Payment
3. Tab to amount>type total amount collected
4. Tab through date (should be date of payment>change if not)
5. Tab to payment method>select method of payment>if an insurance payment>select insurance as method of payment
6. If entire payment is for one date of service>right click left column to place a check-mark by the date of service
7. If payment is for more than one date of service>highlight the amount under amount column and type amount to be applied for each date of service
8. Total under amount column should equal original amount typed in amount (first amount entry typed under name of patient)
9. Click Save & Close