RCM tip of the day: Focus on the patient's perspective

In today's healthcare environment, it is more crucial than ever that hospitals keep the patient's viewpoint in mind, said Deborah VanCleave, vice president of revenue cycle at St. Joseph, Mo.-based Mosaic Life Care.

"The word 'experience' is key. It's the patient’s language vs. what we've come to know in healthcare jargon — episode or encounter. Patients are consumers who, even when seeking medical care, have a benchmark in mind," she said. "As we at Mosaic Life Care have undergone our transformation to a lifestyle company during the last few years, we've been purposefully conscious of speaking in the patient's language versus getting caught up in our own jargon."

If you would like to share your RCM best practices, please email Kelly Gooch at kgooch@beckershealthcare.com to be featured in the "RCM tip of the day" series.


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