Patient Experience is Key
Meghan discussed how they have been focusing on patient experience and taking steps to generate awareness around revenue cycle management. She emphasized the need to remove fragmentation in the current system and make the billing process more customer-friendly.
Heather believes that creating a unique experience for patients will result in better patient loyalty. Dr. Fares agreed and talked about the importance of providing accurate estimates upfront to international self-pay patients to improve patient satisfaction and experience.
Utilizing Technology and Accurate Communication
Healthcare providers can use technology such as work queues and gamification to assist in constructing a top team and streamlining processes. Global Patient Services at Cleveland Clinic has taken steps to ensure patients have a personalized journey when it comes to payment options by using analytics and insights about the patient population, scripting for staff members, and ensuring that communication is correct from the start.
Accuracy and communication are key in revenue cycle management. Patients want accurate estimates, so it’s essential to aim for 80-85% accuracy and provide bundles to increase predictability and accuracy. Lack of communication is usually the cause of mistakes, so it’s important to own up to them and have a clear conversation. Measuring patient satisfaction with the process is also crucial.
The No Surprise Billing Act
The No Surprise Billing Act has made things more complicated for revenue cycle management teams as they need to hire internal staff to help with patient estimates. It’s important to ensure accuracy and communication to provide a consistent, repeatable process for patients. This is especially important as patients are increasingly shopping around to find the best care for their needs.
Overall, providing a human touch to revenue cycle management is crucial for improving patient satisfaction and loyalty. By utilizing technology, accurate communication, and focusing on the patient experience, healthcare providers can create a seamless billing process and improve their overall performance.
Note: This is an AI generated transcript, not edited by a staff writer and is solely intended for educational purposes. If you have any questions/concerns, reach out to events@beckershealthcare.com
This panel was live on 04/04/2023 at the event listed here.
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