Dropping a PPO – The Important Role of Your Staff

You’ve crunched the numbers and made a decision that it’s time to drop your first PPO. Years spent building your practice have paid off and it’s finally time to kiss those PPO adjustments good-bye. You notify your staff of the plan, expecting them to be happy about increased collections only to be surprised by the look of panic you see instead. Why would your front desk staff not be in favor of dropping a PPO and what can you do to help?

Make no mistake, it is work to drop a PPO. Your staff may feel lost about how to talk with prospective patients who want to know if they can use their insurance with you on an out-of-network basis. Your staff may also be anticipating questions patient may ask and feel ill-prepared to answer their concerns. They may be incorrectly assuming that people come to your office only because you are an in-network provider and after you give up your provider status, your patients will suddenly disappear. On a more personal level, your staff may even fear that dropping a PPO could cause such a financial strain that their jobs may be in jeopardy in the future. That is why it is extremely important that you prepare and train your staff before going out-of-network. If your staff doesn’t believe in the process you will not achieve the success you are hoping for. Your practice is a great one so give your staff the confidence and tools to communicate it! For help with going out-of-network, give us a call for a complimentary consult to see if we can help you make the process go smoothly.