Patient Financial Communications: Advance of Service

HFMA’s Patient Financial Communications Advance of Service course will help you gain new confidence in communicating with patients about their financial responsibility. This course provides you with tools and techniques to have financial conversations that result in a positive experience for patients contributing to maintaining customer satisfaction for your organization. It shows patient access professionals how to communicate with patients about financial matters effectively, and with respect, in ways that enhance patient satisfaction.

Patient access professionals will learn to have critical financial conversations in various situations (e.g., newly insured patients, those with high deductible plans, uninsured patients). Discover when and how best to communicate, including on the phone. Get tools for explaining key terms, handling questions and comments, and helping patients understand and meet their financial obligations.

Learning Objectives:

• Demonstrate an understanding of the characteristics (who, what, where, when and how) of a financial conversation.
• Identify the 10 key components of a properly executed financial conversation advance of service.
• Demonstrate an understanding of the 7 C’s of effective communication as related to patient financial conversations.
• Demonstrate an understanding of non-verbal communication when conducting patient financial conversations.
• Identify key components of patient share financial communications and potential options based on varied patient profiles.
• Identify the key reference tools required to conduct a patient financial conversation.
• Demonstrate an understanding of how to conduct a patient financial conversation advance of service.
• Demonstrate an understanding of how to leave a proper message adhering to HIPAA privacy statements.

General Program Information