By Lori Culwell

Filing 101: Preventing Paper Piles

When my mother became ill in 2003, my first thought was (of course) giving her my full attention and support. But, as the days passed and the paperwork piled up, I quickly got a crash course in "Case Management 101.”

During that time, I learned that one of the more important (and lesser-known) roles family members have to play is administrative manager for the sheer volume of paperwork required by a lengthy hospitalization and multiple medical procedures.

Believe me, I understand-- setting up a filing system is the last thing you want to do when you're trying to focus on the health of your loved one.  However, the more organized you are from the start, the less likely you are to have a meltdown because you can't find “form 1820” and your insurance rep can't help you unless you read her the exact number from a claim you filed six months ago.

I developed this system with a lot of trial and error. I think if I'd done it this way from the beginning, it could've saved me countless hours searching through files, waiting on hold, and being generally annoyed.

Filing System for Long-Term Care

From the onset of the illness, you will start receiving mail almost daily, from the insurance company or companies, state agencies, and medical providers. The most important part of the system is this: 

Keep records by medical provider--not by insurance company, date of service, or anything else. If you base your system on the individual providers from the beginning, the system will run smoothly no matter how many different files you have or how much you add to them.

For example:

1. AAA ambulance service
2. Asad Behr, M.D.
3. Desert Radiology
4. University Hospital
5. University Hospital Department of Neurology

And so on. Each of these providers gets their own file folder, with their name clearly printed on the top, then alphabetized in a file cabinet specifically designated for the loved one.

DO NOT under any circumstances make one file marked insurance and throw everything in there. This may seem like a good idea the first 10 or 15 times you get an envelope from the insurance company, but when you got 400 explanation of benefits letters in that folder, you are going to want to make a big fire and throw it all in, rather than sort through it all.

Organization Summary

1. File by Provider

Get out a box of file folders, a Sharpee, and all of your bills, insurance statements, and anything else that's pertinent. Make a separate file folder for each and every provider.On the insidecover of the file, write the provider name, address, and phone numberfor easy reference (you can find this information onone of the bills. If you're feeling really ambitious, you can further organize by date within the provider's file. Put these files in a separate file cabinet or holder dedicated specifically to your loved one. Alphabetize the files.

2. Open Mail Frequently

Get in the habit of opening your mail every day, or every other day, and sorting/ filing it. Think of it this way-- you can't control what's happening to your loved one, but you certainly can control how they are represented in the system.  Opening the mail is a big part of this.

3. Sort/File

Once you have your provider based system set up, you will find it easier to sort through mail from the insurance company. Each time you open the insurance company mail, match up the explanation of benefits with any corresponding documentation from the doctor's office. That way if there's any question, you will have everything that pertains to that is it in the same place.

4. Make a Phone Number List

It is also very helpful to have a written phone number list handy. I found a dry-erase board very useful for this purpose, as doctors, nurses, and insurance reps often change and it's helpful to have the most recent information at a glance.

5. Dedicate the Time
Decide to spend at least half an hour to one hour per day focusing on administrative tasks relating to your loved one. Making this a habit means you won't have to stress over the pile of mail on your desk, you'll have more time and energy to devote to things that are really important.

Work on this a little at a time, and before long you'll have the whole thing streamlined so it doesn't cause you needless hassle every time you have to address a new concern. The key is to keep your stress at a manageable level, so you can save your energy for what's really important--caring for your loved one.