Meet Billing Manager Nicole Lucas

Learn how a billing manager revamped and streamlined billing for a growing podiatry practice with ModMed

The ModMed® Practice HERO Award recognizes leaders in operations who harness our solutions to help improve their practice. Award finalist Nicole Lucas leveraged ModMed to track and manage claims at New Tampa Foot and Ankle, streamline billing processes and continue recovering revenue.

Nicole’s story

I’m the medical biller and front desk office manager for New Tampa Foot and Ankle. Dr. Stephen Levin is the owner and has been in practice for over 20 years. I’ve worked for them for almost four years, but I’ve worked in podiatry for close to eight. When I started out, the practice was using the EMA^® EHR and Practice Management (PM) system from ModMed. The team was also using an outside biller. I began noticing errors on the billing side, and the way she was using ModMed was not to its fullest potential. Patients would ask about their balances, and I couldn’t explain the billing details to them by looking. One day, Dr. Levin jokingly suggested that I become his biller. I agreed, and together we began cleaning up the finances and learning how to use ModMed, not only to its fullest potential but also in a way that best fit our practice. I’ve been his biller for over two years now, and we’re flourishing.

Cleaning up claims

The first step I took was running reports to address older claims and align Dr. Levin’s numbers. We had some claims that were past timely filing, which required us to make many write-offs. Now, the billing process is more streamlined. Dr. Levin loves having an in-house biller because all his claims are completed by the end of the day. I view the denial claims tab in PM continuously because everything accumulates there. I’ve never seen that feature in other systems. Our billing and claims are well managed, and it’s rewarding to see our numbers consistently improving.

Improved transparency and teamwork

I’ve worked with systems where the clinical side and front-end side are completely separate. Most staff do not get to see the inner workings of the practice, including the billing process. With ModMed, everybody has visibility, which makes it easy to cross-train the staff. When a patient calls, any team member can explain their balance because that information is easily accessible. Also, the clinical staff can easily find the right contacts for lab results because there is a sticky note in the system. The all-in-one software helps us effectively direct patients to the person they need to speak to, which is one of my favorite aspects of ModMed. I haven’t experienced this kind of integration in many other systems.

Reliable, real-time reports

When I assumed responsibility for billing, ModMed held training courses to simplify learning the system. My colleague Diane Levin and I learned all the ins and outs of the software by exploring its various features, including bill creation. Given that we have a fairly large practice, solely running statements doesn’t provide a complete perspective. The comprehensive ModMed features enable me to receive all types of balances in real time. If I’m uncertain about something, I can quickly run reports, assess the current situation, and then determine where adjustments are needed. If I don’t have the claims resolved by the following month, I’m able to easily recognize there is an issue.

Measuring success

My greatest achievement to date has been reducing Dr. Levin’s accounts receivables, which were previously out of control. Now they are within a more reasonable range due to the quick turnaround of our claims. I’m able to address denials and resubmit them much faster, resulting in getting paid more quickly. We’re on track to record profitability in over 20 years. I delivered his highest-grossing month this year and I’m really proud of this accomplishment. 

Pertinent to podiatry

As a podiatry practice that treats a variety of foot and ankle ailments, having specialty-specific software is crucial. EMA is equipped with podiatry diagnoses and treatment plans with Medicare guidelines, which is very helpful for everyone. Having the software customized to meet our specialty needs, and having those resources readily available, is really important. ModMed streamlines documentation and expedites claims submissions, which is ultimately what we wanted. In the beginning, I had to stay late or work on weekends, but thanks to the efficiency ModMed provided, that’s no longer the case. 

Mobility and convenience

Using ModMed, we’ve integrated iPads into our workflow. Our medical assistants can now meet patients in the exam room to show them scans, eliminating the need to escort patients to our X-ray room. I can’t imagine going back to not having iPads. Other digital features, like patient check-in with ModMed Kiosk and sending patients a welcome email through the Patient Portal, have significantly modernized our practice. The Patient Portal allows patients to complete essential tasks, such as filling out forms and registering, which is a big improvement. We encourage patients to complete these tasks online before their appointment; otherwise, they need to arrive 30 minutes early to complete registration, which most prefer to avoid. If patients don’t want to fill out the forms online we are happy to walk them through it. They do like that it’s easier and provides privacy by eliminating the need to disclose medication lists in the waiting room. I’ve learned having patients adopt digital tools is a mindset. When we approach it positively with them, we receive more positive feedback.

Advice for switching systems

Adopting a new system can be different and challenging, however, ModMed’s trainers are dedicated to helping you succeed. If you take the time to listen to their guidance, observe their demonstrations and ask questions in real time, the transition will be worth it. I would tell anybody to fully engage in the training process, actively work with it, explore its features, and it’ll be worth it in the end.

Learn more about our ModMed HEROs. 

The statements and conclusions contained herein reflect the opinions of Nicole Lucas and not those of ModMed. ModMed makes no representations or warranties as to the accuracy of any such information. Results may vary depending on medical practice size, product usage and other variables.

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