HIMSS19 SESSION: Integrating Financial Data for a Better Consumer Experience
Director of Revenue Operations Patient Access
In its journey to put patients first, Health First discovered a gap in its efforts to standardize patient financial communications. Lack of consistency, training and buy-in among staff led to issues with both patient experience and upfront collections. Leaders created a plan to hardwire patient financial conversations, teaching staff how to talk to patients about cost. Health First also implemented technology that provides access to patient benefit information and began providing upfront estimates to every patient, regardless of insurance coverage. Patient financial conversations are recorded to reinforce scripting, and daily reports ensure the completion of each step in the process. This presentation will review the processes, systems and integration points that allow providers to give accurate benefit information, self-pay estimates and payment options at the front end of the revenue cycle. Attendees will consider outcomes in point of service collections and patient experience.
Describe the changing role of patient access associates as patient financial advisors
Identify best practices in patient financial communication
Assess the impact of recording patient financial conversations
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