Tips for training your staff on RCM

Despite widespread use of revenue cycle management (RCM) technology, an organization can have problems if staff is not trained properly or they ignore procedure. Collecting information and data begins on the front end, so if an error is made there can be problems down the line for billing and collections. Fortunately, there are steps organizations can take to alleviate such issues and improve the overall quality of the company.

Here are five tips for training staff on RCM software and practices:

1. Implement an ongoing training program: Many organizations have an initial training on RCM software and that’s it. Ongoing training on updates and procedures will keep staff fresh and up-to-date on the tools and processes. Formal training is also important because if a new staff member is being trained by a neighbor who happens to have some bad habits, they will also pick up on these habits. It’s best to have a system in place for new hires who will be working with the RCM software.
2. Identify and compensate top users: Once RCM software is implemented it will be clear which staff are top users or “super users.” Identify these key players and compensate them accordingly, perhaps with a salary increase or a bonus incentive, to be sure that all other members of the team are utilizing the technology properly and efficiently.
3. Cross training: Many organizations can benefit from cross training staff and clinicians on the RCM software. It helps employees to see the bigger picture and appreciate each other’s positions. Staff will be less likely to make errors or ignore procedures when they have a better idea of what they are putting their coworkers through.
4. Individual training: Individual training is extremely important. Taking the time to sit down with each member of the staff to review processes and procedures on a one-on-one basis can help those who aren’t as up to speed with technology get a handle on the RCM software.
5. Share company goals: Share the goals for the company regarding RCM. If everyone is on the same page as to why certain procedures have been implemented and what outcomes and benefits they will bring to the company, it will again get staff to see the bigger picture for the organization.