In today’s shifting healthcare payments market, providers of all sizes – from large medical system to solo-physician practices – are searching for ways to reduce costs and collect more patient payments. Many sources are searching for solutions to help providers, such as improving efficiency and empowering employees.
What about empowering employees through improving efficiency? In this post, read how three providers cleared out the clutter in the administrative workflow and gave their staff the tools to do their jobs more easily with a little help from technology.
Accessible Reporting to Increase Front Office Collections
Aspen Valley Hospital was missing the opportunity to collect payments during the patient visit. To increase patient collections in the front office, Aspen Valley implemented a team-based incentive program. By tracking collections and sharing detailed reports across the hospital’s multiple locations, Aspen Valley shared with staff their progress toward the goal of collecting more patient payments in the front office every week. Since the incentive program is team based, staff members are motivated to share successful collection tips and scripts to empower others to collect as well.
Estimating Responsibility to Communicate Better with Patients
Canopy Partners began calculating an estimate of patient responsibility before patient visits. However, once an estimate was generated, staff did not have a formal way to communicate the estimate to the patient, which is critical to setting payment expectations upfront.
Now, Canopy Partners automatically generates a letter to use prior to and during patient visits to give staff the tools to formally communicate payment expectations. By notifying patients of their responsibility in writing, patients come to visits prepared to pay. Additionally, with more knowledge of the amount owed, patients have a smoother payment experience. Canopy Partners found that communication is the key to collecting more.
Easy-to-Read Statements and Automated Communications to Reduce Call Volume
For Good Samaritan Hospital, patients were often confused about what they owed after receiving a statement. This confusion resulted in a high volume of patient phone calls that staff had to manage.
Based on the feedback received from patients, Good Samaritan redesigned its statements to clearly display the information patients need to know – how much they owe and when the payment is due. Plus, the hospital requires proactive notifications of statement delivery or delivery errors so staff can address issues quickly. Today, staff spends much less time answering patient inquiries, and they have even received positive reactions from patients on the new statement design.