Physicians Practice

Scheduling Webinar

“Every patient experience begins with the people who deliver care — and scheduling is what brings providers, nurses, and staff together at the right time. More than a staffing tool, scheduling is the backbone of modern healthcare.

In an era of workforce shortages, rising burnout, and increasing regulatory scrutiny, healthcare leaders are being called to go all in on strategies that unify scheduling, build workforce resilience, and seamlessly connect every member of the care team around the patient’s needs.

In this session, you’ll hear from a panel of healthcare innovators who have tackled the challenges of scheduling across providers, nurses, staff, and physical resources. They’ll share proven approaches you can apply to balance flexibility, fairness, and resilience while strengthening compliance confidence and improving visibility across your organization. You’ll leave with practical insights into how a holistic approach to scheduling can boost workforce engagement, improve access to care, and deliver stronger financial and patient outcomes.

Learning Objectives:

Recognize the schedule as a strategic asset for care team coordination, compliance, and patient access.
Learn how clinical and operations leaders can collaborate to unify scheduling, communication, and credentialing strategies.
Explore practical approaches to strengthening compliance confidence (e.g., EMTALA, ACS standards, audit requirements) through improved workforce coordination.
Recognize the enterprise value of going “all in” on workforce scheduling strategies to reduce risk, optimize resources, and improve patient and financial outcomes.”

Link to Register

Physician NPI Revocations

The US Department of Health and Human Services will close six of its 10 regional counsel offices in 2025, raising concerns about delays, due process and physician appeals of NPI revocations.

Why does this matter to doctors? First, and most obviously, many enforcement actions could be slowed to a crawl, which would at first blush, seem to be a good thing for doctors.

However, there is a second problem. Some actions, such as “revocations” of NPI numbers, can be performed administratively, without any legal due process whatsoever. When this happens, providers may receive a letter informing them that their NPI number has been suspended or revoked together with a statement of the provider’s “appeal” rights.

Although doctors must appeal immediately, an appeal cannot go forward without lawyers from the OGC to appear on behalf of HHS. What happens if there aren’t any?

I tried a case in 2021 with a fully staffed OGC. First, to the Department Appeals Board and then to an ALJ in Washington D.C. My client’s offense? “Failure to produce medical records.” HHS administratively revoked my client’s NPI for 10 years.

While the DAB lowered the revocation to 3 years, when we appealed to the ALJ, we didn’t get an answer for two more years, during which time, the doctor was not allowed to submit any claims to CMS. And this was with a fully staffed OGC. Can you imagine what will happen with 6 of 10 offices closed?

A physician could continue to see patients, during the appeal of a suspension or revocation, but ordinarily must hold the claims until his NPI number suspension is reversed. Which, as I noted, took me two years to push an appeal through, when the OGC was fully staffed.

I have no idea how anyone is going to get any relief, if no one can have a hearing. Meaning, “due process” no longer exists in NPI revocations.

Martin Merritt is a health lawyer and health care litigator at Martin Merritt PLLC, as well as past president of the Texas Health Lawyers Association and past chairman of the Dallas Bar Association Health Law Section. He can be reached at [email protected].

Five (5) Tips for Tightening Referrals

When a patient leaves your office with a referral slip, it should represent the start of seamless specialty care. Too often, though, the process falls apart. Patients forget to schedule, specialists never send notes back, or documentation gaps raise liability concerns. The result? Fragmented care, frustrated patients, and potential revenue leakage for your practice. By rethinking how referrals are handled, physicians and administrators can strengthen continuity of care, reduce risks, and make the process smoother for everyone involved. Here are five strategies to tighten up your referral process.

Standardize your referral protocols.

Without a consistent system, referrals can become a patchwork of individual physician habits. Establishing clear protocols, such as using a referral checklist or template, helps reduce variation and improves reliability. Standardization also supports quality initiatives and payer requirements. One practice leader told Physicians Practice that creating uniform workflows was key to making sure payers actually paid for the care provided, underscoring the financial upside of consistency

Lean into data-driven decision support

Referrals don’t have to be based on gut instinct or habit alone. Practices can use analytics to weigh outcomes data, proximity, and even HEDIS scores when deciding which specialist to send patients to. This kind of data-driven approach has been shown to reduce unnecessary costs and improve patient satisfaction.

Use AI to prescreen and prioritize requests

Artificial intelligence is starting to take on a supportive role in referral management. For example, some health systems are testing AI models that prescreen referral requests and flag the ones most likely to need urgent specialist care. That means physicians can focus attention on complex cases while routine referrals move more efficiently.

Improve communication and tracking with colleagues

Even the best referral can fail if the patient never makes the appointment—or if the referring doctor never sees the specialist’s notes. Research shows nearly a third of patients over 65 never follow through with their referrals. Better communication between practices, whether through shared EHR systems, referral dashboards, or simple follow-up calls, can close that loop.

and they’ve also pointed out that stronger collaboration between physicians can keep patients from slipping through the cracks.

Document your referral rationale thoroughly

Liability issues around referrals often stem from documentation—or the lack of it. Recording why you referred, what diagnostic steps came first, and whether you received and reviewed the specialist’s notes is crucial. Some practices use a “rule of three,” referring only after three visits without resolution, to provide consistency and documentation clarity.

Decoding Malpractice Premiums

Insider Insights Every Physician Should Know

Check out these essential insights on controlling malpractice insurance premiums, including specialty impact, location factors, policy types and available discounts for physicians.

Malpractice insurance is one of the largest fixed costs a physician faces — yet most doctors have no idea how their premiums are calculated, why they fluctuate, or what they can do to control them. In this article, we’re breaking down the key factors that go into determining your malpractice premium and sharing insider tips every physician should know when it comes to evaluating costs.

1. Specialty is king

The single biggest factor influencing your malpractice premium is your specialty. High-risk specialties like neurosurgery, OB/GYN, and orthopedic surgery typically carry much higher premiums than lower-risk fields such as dermatology or psychiatry.

Within each specialty, most carriers also use subspecialty classifications to further define risk — such as “no surgery,” “minor surgery,” or “major surgery”. These distinctions matter and can significantly impact pricing.

Tip: If you practice in multiple specialties or have a hybrid role, be sure your policy reflects your actual scope of services. You may be able to structure your coverage in a way that reduces your premium while still protecting your full scope of work.

2. Location, location, location

Your practice location(s) play a major role in how your malpractice premium is calculated. Not only do rates vary by state, but even different counties within the same state can carry dramatically different pricing based on local claim frequency and severity. If you’re practicing in more than one location — whether through telemedicine, locums, or a multi-site practice — the premium will be influenced by the rating in each location and the percentage of time you practice there.

Underwriters typically apply a blended rate or assign a primary territory based on where the majority of your work occurs, but if one of your locations is in a high-risk region, it can drive the cost up significantly.

Tip: If you’re considering adding a new practice location or accepting work in another state, talk to your broker before committing. A good broker can help you get preliminary premium estimates and show you how the coverage may be rated based on your time spent in each place — helping you avoid surprises and make an informed decision.

3. Policy type: Occurrence vs. claims-made

The type of policy you choose – Occurrence vs. Claims-Made – has a significant impact on your premium. Occurrence policies tend to be more expensive upfront but include automatic tail coverage. Claims-made policies are usually cheaper in the early years but require a separate tail policy once you cancel the coverage.

Tip: Claims-made premiums increase gradually over time, typically maturing over 5 years. If you’re reviewing a first-year quote, ask for projections for future years so you’re not surprised by the standard step increases — which are often mistaken for price hikes. Also, plan ahead for tail coverage, which usually costs 150–200% of the mature premium and is paid as a lump sum when the policy ends.

4. Policy Limits Matter — But Not as Much as You Think

While your coverage limits (e.g., $1 million/$3 million) do affect premium, the price difference between standard limit options is often marginal. What matters most is that your limits are appropriate — not too low and not unnecessarily high.

Too-low limits can leave you exposed if a claim exceeds your policy’s maximum payout. In these cases, any excess judgment could become a personal financial liability. On the other hand, excessively high limits can sometimes attract unwanted attention from plaintiff attorneys, who may be more aggressive when they believe there’s a “deep pocket” to pursue.

Tip: Aim for the right-size coverage based on your specialty, location, and risk profile. Your limits should satisfy state requirements and credentialing standards, while also aligning with your actual exposure. A trusted broker can help you find that balance and avoid over- or under-insuring your practice.

5. Claims history and risk profile

A physician’s personal claims history, board actions, or disciplinary issues can impact their ability to obtain favorable coverage — and often result in surcharges or placement with a non-standard carrier.

However, this is not always permanent. Many carriers are willing to reconsider a provider’s risk profile after a few stable years. If no new claims or issues arise, physicians can often transition back into the standard market and begin receiving preferred pricing again within 3 to 5 years.

Tip: If you’ve experienced a claim or board action, don’t assume it’s the end of the road. A knowledgeable broker can help you find short-term solutions and guide you toward long-term recovery — positioning you for a return to standard coverage as your risk profile improves.

6. Discounts and credits

Many physicians are eligible for premium discounts based on factors like part-time status, new-to-practice classification, risk management participation, and more. These credits are typically nondiscretionary — meaning that if you qualify, the carrier is required to apply them.

However, it’s up to you and your broker to ensure the insurer has all the correct information. Carriers won’t apply discounts they don’t know you qualify for. That’s why it’s important to clearly explain your work setup and keep your broker informed of any changes throughout the year. In some cases, additional savings may be available for professional affiliations, clean claims history, or procedural specifics — but only if your broker knows to ask.

Tip: Keep your broker in the loop about how your practice is structured and any updates as they happen. A good broker will proactively look for all eligible discounts — but they can only advocate for what they know.

Final thought: The importance of shopping around

Not all carriers calculate premiums the same way. Two companies could quote very different rates for the exact same provider — especially if they classify your risk differently or apply different credits. This is why it’s critical to shop the market — not just at renewal, but anytime your practice evolves.

Malpractice insurance is too important to set and forget. Whether you’re changing jobs, expanding your scope, or just want peace of mind, regularly reviewing your coverage ensures you’re getting the right protection at the right price — without paying for more than you actually need.

Jennifer Wiggins is the CEO and Founder of Aegis Malpractice Solutions, an independent malpractice insurance brokerage that helps physicians across the country find the best coverage for their unique practice needs. She also hosts the podcast “Malpractice Insights,” offering free education and real-world guidance for health care providers navigating malpractice insurance.

Staff Motivators That Beat a Pay Raise

Say “thank you,” loudly and in technicolor.

Public praise is free but priceless. Instead of a vague “good job,” spotlight the exact behavior you want copied: “Ana stayed late to troubleshoot a claim and saved the patient a $300 bill.” Physicians Practice Pearls expert Neil Baum, MD, calls the morning huddle “the best two minutes you can spend with your staff.” A quick shout-out there—or on a break-room whiteboard—tells people you notice the details.

Keep a stack of blank note cards on your desk. Hand-written kudos feel personal and often end up taped to monitors for months.

Invite staff to hack the workflow.

Front-desk teams see caller logjams first; billers spot denial patterns in real time. Bring them into the fix. Start simple: Post a sticky-note board labeled “Kill a Hassle,” review ideas every Friday and act quickly on the easy wins. Seeing suggestions adopted fuels the next wave of improvements.

Swap rigid shifts for micro-flexibility.

Eighty-two percent of clinicians say flexible hours would ease burnout, yet only 29 percent receive them, according to a survey on curbing staff turnover. You can close that gap without blowing up the schedule:

Let billers log in from home during blizzards.
Approve a lunch-hour swap so a nurse can make the daycare pickup.
Offer Friday half-days when patient volume is light.

Generational staffing research shows that many employees will trade modest raises for autonomy nearly every time

Rotate “stretch” assignments.

Cross-training keeps boredom at bay and coverage steady when someone is out sick. This blueprint for cross-training for productivity walks through mapping every role and pairing mentors with learners—no tuition required. Try a 90-day rotation: a receptionist shadows the billing manager on prior auths; a medical assistant learns vaccine fridge logs. You build a talent bench, and staff see a career path instead of a dead end.

Hold five-minute stay interviews.

Exit interviews happen too late. Stay interviews—quick, quarterly check-ins that ask “What still excites you here? What might tempt you to leave?”—surface fixable irritants early. In one case study on hiring during the Great Resignation, a practice saved two senior coders after discovering their chief complaint was a squeaky chair and thermostat wars. Block 10 minutes every Friday for one informal chat. Bring a pen, not a form; the goal is conversation, not paperwork.

Celebrate life outside the practice.

People stay where they feel seen. A birthday cupcake, a shout-out for a child’s graduation or public applause when someone passes a credentialing exam costs pennies. A how-to on recognizing staff milestones reminds managers that re-recruiting existing employees starts with asking about their families, hobbies and pain points—then acting on the answers.

Create a shared calendar labeled “Wins & Milestones” so teammates can add their own moments worth cheering.

Protect two “dark” hours a week.

Constant interruptions tank productivity and morale. Clinicians who tested “quiet blocks” reported faster chart closure and happier teams, according to this roundup on burnout beyond physicians. Pick a mid-afternoon slot twice a week: no phone transfers, no walk-ins, no inbox pings. Nurses use it to stock rooms, assistants catch up on vaccine logs and doctors finish notes—everyone leaves on time.

Turn transparency into a super-power.

When staff understand the financial picture, they’re far less likely to assume the boss is hoarding cash. Share payer-mix trends, new-patient counts or denied-claim rates at monthly meetings. This budget guide argues that candid dashboards spark solutions long before a staffing crisis erupts. If numbers feel intimidating, start with one metric—say, days in A/R—and ask for ideas to nudge it down. The dialogue is the point.

Crowdsource micro-wins every week.

Keep a stack of Post-its at each workstation and invite anyone to jot a nagging inefficiency. Review three notes at the Friday huddle and green-light at least one. Employees who hear “Yes, let’s try it” stay longer than those who hear excuses

Bringing Joy to Your Staff

Medical practices run on people, not just physicians.

Support staff—front‑desk schedulers, billers, MAs, nurses—often shoulder the first wave of patient frustration and the last wave of administrative overload. When joy disappears, turnover follows and patient experience slips.

Here are 10 evidence‑based tactics (offered by “Physician Practice”) to put delight back into the workday and keep your best people.

1. Ask, listen and act on feedback

Move from “suggestion box” to true participative management. Before rolling out any workflow change, solicit frontline ideas in daily huddles, publish the top three suggestions on a whiteboard and close the loop within a week. Employees who see their input reflected in policy score higher on engagement surveys and are more likely to propose innovations that save time and money

2. Recognize great work in real time

Dollar‑free praise beats stale year‑end bonuses. Public shout‑outs at a morning huddle or via an oversized card signed by peers reinforce behaviors that improve patient flow and safety. Tie each kudo to a specific accomplishment so staff connect the dots between effort and outcome

3. Celebrate small wins and birthdays

Micro‑celebrations trump a lone holiday party. The classic “Cinco de Mayo taco bar” or an impromptu cupcake run after a spotless audit tells staff you notice the grind. Those light moments strengthen social bonds that translate into better teamwork when the waiting room is overflowing.

4. Offer genuine scheduling flexibility

Extra PTO, rotating early‑out Fridays or seasonal compressed shifts cost less than recruiting a replacement. Flexible scheduling keeps mid‑career parents in the workforce and can even delay retirements, preserving institutional knowledge while lifting morale.

5. Make the break room a refuge

Healthy snacks, natural light and a phone‑free policy turn 15 minutes of downtime into true recovery. Keeping the refrigerator stocked with fruit and yogurt is a low‑budget perk that employees consistently list among their favorite morale boosters.

6. Invest in professional growth

Stagnation is the enemy of joy. Map a modest CME budget to every role, fund at least one conference or certification per employee each year, and spotlight success stories at staff meetings. Practices that budget for training report higher morale and fewer costly coding errors.

7. Delegate with purpose, not desperation

Match assignments to strengths and clarify roles so no one feels set up to fail. Clear expectations create “psychological safety,” a proven driver of high‑performing medical teams and a buffer against burnout.

8. Lead with transparency and empathy

Trust grows when leadership shares key metrics, explains tough decisions and asks, “How can we help?” Thoughtful, two‑way communication is one of the quickest ways to boost engagement and cut gossip that erodes culture.

9. Give employees a voice in quality‑improvement projects

Invite schedulers, billers and medical assistants to co‑design process fixes—whether a new triage script or a quicker prior‑auth checklist. Staff who help craft solutions adopt them faster and police the workflow themselves, freeing managers to lead rather than chase compliance.

10. Inject fun into routine days

Ugly‑sweater contests, step‑count challenges or “puppy‑visit Fridays” (partner with a local shelter) deliver quick dopamine hits that last long after the prize. Practices that weave lighthearted events into the calendar report lower absenteeism and higher patient‑experience scores.

Billing Tips by “Physicians Practice”

Correct Data Entry and Demographics at Check-in

Accurate data entry during patient check-in is critical. Gathering complete insurance and demographic information helps ensure proper billing and reduces potential claim denials. Make sure you always collect a photo of the patient’s insurance card, and most importantly, a photo of the back of the card. The back of the card is often more important for billing than the front.

2. Understand Your Insurance Payer Contracts.

Knowing exactly what your contract allows in terms of reimbursement rates, covered services, and billing guidelines helps prevent underpayment or denials.

3. Accurate Coding of Symptoms vs. Diagnoses.

Use the appropriate diagnosis codes for billing, avoiding the use of symptoms as primary codes. Insurance companies typically require specific diagnoses for proper reimbursement.

4. Frequent and Proactive Denials Management.

Actively follow up on denied claims and address the issues promptly. Letting accounts receivable (AR) build up can lead to financial complications and decreased revenue. Analyzing denial patterns, rectifying errors, and resubmitting claims correctly are essential steps. In particular, don’t leave denial follow ups to biweekly or monthly batched processes. The best practice is to build denials into your standard, weekly claims, and payment posting processes. In addition, the first time you receive a denial, your billing team should call the insurance payer to understand the reason behind the denial. This way, you can prevent the same error from occurring in future claims

5. Thorough Documentation.

Maintain detailed and accurate medical records for each patient. Poor documentation not only affects patient care but can also lead to audit risks and billing disputes. Proper documentation is not only required under your insurance payer contract but also required as a part of your state license as a health care practitioner.

6. Proper Secondary (2ndary) Insurance Filing.

Understand the proper procedures for filing claims with 2ndary insurance. Know the coordination of benefits (COB) and which insurance is the primary one. Often, the patient may not even be clear as to which is the primary. Have the patient contact their insurance payers and verify the primary and 2ndary insurance. Secondary payers often require physical documentation of the primary payer rejecting the claim first and this explanation of benefits (EOB) must sent along with the claim.

7. Medicare Billing Compliance.

Follow the guidelines set by Medicare’s Local Coverage Determinations (LCDs) when billing for services. Noncompliance could lead to denied claims and financial penalties.

8. Access to Insurance Portals.

Ensure you have access to the online portals of all insurance providers you work with. This will help you track claims, check eligibility, and communicate efficiently.

How Payers are Failing Practices and Patients

Sometimes we may feel all alone in our very strenuous dealings with Payers.

As I read through the different parts of this Physician Practice survey, I just kept thinking “we are not the only one”

Take a minute to open this scorecard. I think you will more than appreciate it.

Tips for Great Customer Service

Make sure each of your employees can make a good 1st impression.
Keep your promises.
Show appreciation and gratitude to your patients.
Provide solid training.
Listen and act when your patients complain.
Go above and beyond what patients expect.
Make it easy on your patients.
Be open with mistakes.
Be a little obsessed with your patients.
Treat your employees (and each other) like customers.

Staff Salary Survey Results January 2, 2024

Check out “Physicians Practice’s” Staff Salary Survey. Use the link below.

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