The Tennessee Chapter of HFMA held half-day workshops in Nashville, Chattanooga, Knoxville, Kingsport, and Memphis between September 26 and October 8, 2003. The participants in the Patient Friendly Billing workshops developed a list of tools that they would like to help them perform their jobs in a more patient-focused manner. The themes that emerged are summarized below:
- Technology
- Improved knowledge of patient insurance coverage and approvals
- On-line patient access
- The ability to evaluate systems for patient friendly features such as clear, concise, and correct patient bills and statements
- Customer Service
- Customer service training
- Tool to identify, track, and resolve patient problems
- A culture of patient advocacy
- Leadership/Organizational Support
- Active support from hospital leadership for Patient Friendly Billing
- Brochure
- Financial expectations, applying for charity care, Medicaid, or other financial assistance
- The process for billing insurance and the patient
- How to contact the hospital for information or assistance
- Feedback
- Frequent and regular feedback on patient satisfaction with the hospitals' financial function
- Physicians and Payers
- Supportive and cooperative relationships between hospitals, physician offices, and payers so patients receive coordinated messages about financial expectations