Understand the People

The provider pay-to address was something that could change from claim to claim, so we did need to pick that, but we requested and got an option added to our software so that the software displayed the locations in the claim, so that we could check to be sure the payment was going to the right place. Once we got used to looking at that new field, that mistake went down about 90%, but it is still a choice that a person has to make and we still get it wrong sometimes.

Doing the Right Thing
and Achieving All Your Goals at the Same Time
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