Front End to Back end Collections
Robin Beeman Regional Marketing Manager
Boosting Patient Satisfaction through Financial Counselors• Influencing patient perception• First point of contact with patient
• Strategies and Best Practices o Training
Educate employees Clear policy & procedures
o Tools Maximize and leverage technology Outsourcing
Meet patient demand
Source: “2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship.” RightNow Technologies. 2012
73% 55%
Friendly customer service reps
To easily find the information or help they need
33%
Personalized experiences
When asked what they expect from a great customer experience, consumers listed things like:
• Increased Patient Satisfaction • Increased Revenue • Less follow up in Patient Accounting • Reduction in Bad Debt Placement
Results
Success with Early & Frequent Communications Improves Collections
• 25 Bed Critical Access Hospital in Aspen Colorado implemented a multi-pronged approach.
o The hospital doubled its front desk collections over a 6 year period of time, introduced technology that increased overall collections by 140 % and online collections by 33% between 2007 and 2013.
( Source: data from HFMA Patient Friendly Billing E-Bulletin 7-15-14)
Success with Early & Frequent Communications Improves Collections
• 80 Bed Hospital in Gaylord Michigan implemented a new program to increase collections and patient satisfaction.
o Pre-estimatoro Bed-side tracking program for Emergency room patients o POS collections for surgery
o Added Pre- admit staff o All patients with a pre-scheduled appointment are contacted
o Have CAC’s to assist patients with Market Place o Hospital has seen an average of a 50% increase in payments
compared to 2013 and patient satisfaction scores have gone up.
HFMA WEBINARAn Integrated Approach to Enhancing Patient Satisfaction
• Date & TimeThursday, Oct. 23 — 2:00 – 3:00 p.m., CDT
• After This Webinar You’ll Be Able To:Identify the critical functions of an effective patient account resolutionImplement a methodology that assimilates key front-end processes with back-end patient reasonability protocolsCreate a specific, integrated approach to patient account resolution that serves as the basis for improved patient satisfaction and enhanced reimbursement
• Recommended For:Revenue cycle managers, directors of patient access, directors of patient accounts, and directors of customer service/patient responsibility
• Register At: www.hfma.org/content.aspx?id=24756
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