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Following is section four of the Patient Financial Communications Best Practices. This section addresses communication for all settings. See the complete Patient Financial Communications Best Practices.
4.1. Compassion, patient advocacy and education should be part of all patient discussions.4.2. Providers should have standard language to guide staff on the most common types of patient financial discussions.4.3. Where appropriate, provider organizations should utilize face-to-face discussions to facilitate one-time resolution.4.4. Availability of supportive financial assistance should be communicated to patients. Provider organizations should communicate and make financially supportive policies available to the community.4.5. Service provider should take initiative to communicate with patient.4.6. All personnel engaging in patient financial discussions (e.g., registration staff, financial counselors, financial clearance representatives and customer service staff) will receive annual training on the following:
4.7. Provider organizations should ensure broader education and awareness of the Best Practices throughout their organization.4.8. Provider organization should include the perspective of a patient when developing standard language used in patient financial discussions.4.9. Providers should regularly survey their patients to assess performance against the Best Practices. Results should be shared with staff and leadership for continuous improvement opportunities.4.10. Communication should be understandable by the patient.4.11. Communication should include verification of patient information (mailing address, phone numbers, email, etc.) and the patients’ preferred methods for future communication.4.12. Providers should have technology that gives financial representatives up-to-date information about patient balances and financial obligations.4.13. In all patient financial discussions, patient privacy should be respected and conversations should occur in a location and manner that are sensitive to the patient’s needs.4.14. Elective procedures should be defined by individual provider organizations to ensure patients are properly informed regarding their financial obligations.4.15. Providers should have a toll-free number that is widely publicized that patients can call to receive assistance in financial matters and concerns they may have. 4.16. Provider organizations will have clear policies regarding the handling of patients with prior balances. These policies will be made available to the public.4.17. Patient discussions will focus on steps toward amicable resolution of financial obligations.
Brian Kueppers, founder and CEO, Apex, discusses the importance of a robust patient payment strategy in boosting organization revenue and enhancing patient satisfaction.
Brian Grazzini, CFO, HealthPort, describes the importance of efficient and compliant information exchange and audit management in helping HIM staff spend less time on paperwork and more on mission-critical projects.
Cindy Matthews, executive vice president, Community Hospital Corporation, discusses how rural and community hospitals can use collaborative partnering to position for success through tough market conditions.
Rick Heise, senior vice president, revenue cycle, at Cerner Corporation, discusses the importance of integrating clinical and financial data to excel in health care’s changing payment environment.
Dale Hockel, senior vice president of operations, and Jim Fanelli, CFO, TriMedx, share strategies for elevating clinical engineering through innovative management programs.
Russ Graney, founder and CEO for Aidin, and John Laursen, head of business development for Aidin, share insights on how to improve care transitions between acute and post-acute care settings and incentivize high-quality patient outcomes.
Scott Elston, strategic accounts manager, GE Healthcare Services, describes how substantial cost reduction in health care requires rethinking business strategy and asset use.
Robert Williams, MD, director, Deloitte Consulting LLP, and Arielle Freiberger, product strategist, ConvergeHEALTH by Deloitte, explain how sophisticated retrospective, real-time, and predictive data analytics can inform decision making to reduce costs and improve care.
Stuart Hanson, director of business development (healthcare solutions) at Citi Retail Services, discusses how improving the payment experience can benefit consumers and healthcare providers.
Scott Schmidt, vice president, Cerner RevWorks, LLC, shares insights on best practices for maximizing a revenue cycle management partnership.
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