Telephone calls, insurance companies and intellectual property.

Many years ago, when I began work in private practice (back in the early 90s), I was employed on a strictly commission-based system. At the time, this was extremely common.

In my early days, I would often take phone calls from insurance companies and ‘return to work coordinator’s in relation to compensable patients. Often, I’d be doing this on the run, in between patients, and generally in a fairly rushed fashion. Over time I started to question what I was doing.

First of all, was I giving away information in relation to the patient to the right person?

In other words, was I breaching any privacy issues?

The second thing that started to concern me was that often, because of the timing and the nature of the call, I would consistently have challenges recording what was discussed.

Finally, it became apparent that the patient, the insurance company, the ‘return to work coordinator’ and the employer of the patient were all beneficiaries of the Telephone calls but, I struggled to see how I was.

I was imparting intellectual knowledge which took qualifications, experience and time yet I was not being appropriately compensated, paid or rewarded for that service.

I stop doing this and encouraged many of my colleagues in Victoria to do the same.

Eventually, I came to the realisation that when I would see compensable patients and such calls would come through to the practice, I needed to get the receptionist to obtain the questions in writing. 

I would then produce a report and charge ‘lawyer-esque’ fees for the production of that report. I also made sure that the payment was received before I sent it to the appropriate recipient. 

In reality, what I was doing was valuing what I did. I was conducting myself in the most professional, ethical and responsible manner in dealing with patient information.

So, if you or your staff are answering calls from ‘return to work coordinators’ or an insurance agent in relation to your patients, and not getting paid, think again.

Value what you do. Value your intellectual property.

Only when you value it will someone else value it too!

As always, please don’t hesitate to contact me if you have any questions or queries or you would like to discuss this further either via my mobile (0439347339) or email (antony@antonyhirstconsulting.com.au). Alternatively, click the link below to be taken to my website.