
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 • Training • Educate employees • Clear policy & procedures • Tools • Maximize and leverage technology • Outsourcing
Meet patient demand When asked what they expect from a great customer experience, consumers listed things like: 33% 73% 55% Friendly customer service reps To easily find the information or help they need Personalized experiences • Source: “2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship.” RightNow Technologies. 2012
Results • Increased Patient Satisfaction • Increased Revenue • Less follow up in Patient Accounting • Reduction in Bad Debt Placement
Success with Early & Frequent Communications Improves Collections 25 Bed Critical Access Hospital in Aspen Colorado implemented a multi-pronged approach. 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. • Pre-estimator • Bed-side tracking program for Emergency room patients • POS collections for surgery • Added Pre- admit staff • All patients with a pre-scheduled appointment are contacted • Have CAC’s to assist patients with Market Place • Hospital has seen an average of a 50% increase in payments compared to 2013 and patient satisfaction scores have gone up.
HFMA WEBINAR • An Integrated Approach to Enhancing Patient Satisfaction • Date & Time • Thursday, 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 resolution • Implement a methodology that assimilates key front-end processes with back-end patient reasonability protocols • Create 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
Questions? Robin Beeman rbeeman@hlv.com (574)269-1726 or (586)876-5013