NYU Langone billing redesign linked to 10% decline in patient complaints

NYU Langone Medical Center in New York City redesigned its patient billing statements to increase healthcare literacy and improve financial communication with patients.

Hospital officials said the changes occurred in response to recurring questions fielded by billing department staff from confused or upset patients. NYU Langone claims it has seen a 10 percent decrease in patient call volume since implementing the redesigned billing system several weeks ago.

Here are five things to know about NYU Langone's billing overhaul.

  1. The two-page statement features a summary cover page with crucial patient information, such as balance due.
  2. The statement includes the physician's direct line so follow-up calls can be streamlined to their office.
  3. Financial assistance options and electronic payment information was emphasized.
  4. The statement includes more consumer-friendly language for procedure descriptions.
  5. The bill outlines what the patient's insurance paid and the reason for the patient bill (copay, deductible, coinsurance).

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