1. Front End to Back end Collections Robin Beeman Regional Marketing Manager

2. Boosting Patient Satisfaction through Financial Counselors Influencing patient perception First point of contact with patient

3. Strategies and Best Practices • Training • Educate employees • Clear policy & procedures • Tools • Maximize and leverage technology • Outsourcing

4. 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

5. Results • Increased Patient Satisfaction • Increased Revenue • Less follow up in Patient Accounting • Reduction in Bad Debt Placement

6. 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)

7. 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.

8. 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

9. Questions? Robin Beeman rbeeman@hlv.com (574)269-1726 or (586)876-5013