Just about every dealership has had at least one of these. You may have had one this month, this week, or heck, even today!
You’re MAD because the claims that need PRIOR approval are usually the LARGE EXPENSIVE claims so you start looking for someone to blame, and here is the list of offenders:
We can probably add to this, but in reality, these people are ALL part of the process and need to know the specific requirements for prior approval.
This is not a one time training, it is an ongoing process where information needs to be shared regularly. Below are some items that we have found can help:
Note that the admin may hold out any claim without prior approval, so you can try to get approval after the fact. However, it may not get approved; in an audit they would see the approval time line was after the fact.
One idea I found to be working well, was a big easel with huge paper located at the entry to the shop listing all the current or new prior approvals. This was so visible that the techs had to see it constantly.
One service manager that had an extremely successful department, met daily with his warranty admin and shop foreman in order to review the paperwork from the day prior.
It literally took 15 minutes to completely see what was being done correctly, and what needed work. Then the admin was then informed what to look for, while the shop foreman went to communicate with the technicians.
One parts dept had a sign that read “Have you gotten your prior approval?” This was posted right on the back counter so the techs had to see it all of the time.
These items can help create a bomb proof policy for making sure your claims go through.
If your process has failed, get back up on the horse and tighten your process up.
For more information about our services both for processing your claims or for training your staff visit www.awninc.com.