Did you know that a misspelled beneficiary's name is the number one billing error identified by CMS? Errors within the Intake process can hinder your agency's Revenue Cycle Management process, potentially reducing the cash flow that keeps your agency financially viable. It is imperative that agencies follow best practices to help collect revenue.

Incorrect demographic identifiers such as legal beneficiary name, social security number, and date of birth are frequently listed in CMS' Top 10 billing errors. Something as simple as an incorrect birth date can cause a claim to be rejected; agency employees must pay close attention while gathering information from families and entering into the agency's database. Always contact the patient's family to double-check if unsure. Common billing errors specific to Home Health and Hospice agencies include incorrect procedure codes and no prior authorizations. To avoid these mistakes, staff should verify with the patient's insurance carrier to ensure the information is correct and identify which procedures are approved throughout the duration of care.

Intake is not a person or a department. It is a process that involves all disciplines in the agency, including:

• Case Manager
• Medical Records
• Intake Representative
• Administrator and/or RN
• Physical Therapists (PT)
• Occupational Therapists (OT)
• Registered Nurses
• Social Services Representatives

The smooth operation of an HHA or Hospice agency depends on clear communication throughout all departments. All departments must be willing to cooperate with the Intake Representative to ensure that accurate information is recorded and processed.

Intake issues occasionally fall outside the business office: families of the patients may become confused, secretive or overwhelmed. In addition to the emotional strain that families must face, many experience information overload and concerns about finances. To help ensure the intake process is non-threatening, HHA/Hospice providers must establish clear communication between agency staff, patients, family members and referral sources, as applicable. Be clear with families about the treatments their loved one will receive and corresponding insurance coverage which may be applicable. Most importantly, be an ear to listen. A little empathy goes a long way during the journey traveled by patients with acute, chronic or terminal illness.