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Jon Neikirk
Executive Director, Revenue Cycle
Froedtert Health

Tracy Dudek
VP of Operations
State Collection Service Inc.


Finding ways to discuss a patient's financial situation with empathy, an understanding of the billing process, and appropriate language are imperative to ensuring a successful resolution, financial success, and patient satisfaction. But how do representatives discuss finances with patients if these conversations do not often come naturally?

During this webinar, Froedtert Health shares steps their organization has taken to enhance a patient's financial experience within pre- and post-service activities. This webinar also provides a holistic approach to improving the overall patient financial experience by using a closed-loop feedback process that includes proper training, scorecards and measurements, and advanced technology while uniquely providing combined hospital and physician cost estimates and communications to balance the needs of the patient with the financial objectives of the organization. 

After This Webinar You'll Be Able To:

  • Understand the value of a robust training program with feedback mechanisms to ensure financial conversations are not only happening, but leading to results.
  • Establish effective measurements that focus on a goal of first-call resolution and creating representative scorecards to monitor and measure training, call effectiveness, and patient satisfaction.
  • Understand the advantages and associated processes of providing combined hospital and physician cost estimates prior to service as well as combined guarantor-based post-service monthly statements.
  • Establish the right written patient communications, prior to service, to provide patients with a clear understanding of the billing process and what they can expect.
  • Review existing technologies that not only monitor patient-representative conversations, but also allow immediate feedback as well as opportunities for improving current scripting and language for more effective outcomes.

Tools & Takeaways

  • Sample brochure outlining the billing process
  • Sample in-call survey questions
  • Sample representative scorecard
  • Patient financial conversation scripting and role-playing scenarios
  • Sample estimate letters including both hospital and physician out-of-pocket costs
  • Sample patient statements

Recommended for:

CEOs, CFOs, directors of revenue cycle, billing and collection managers, physician practice executives 

Field of Study: Special Knowledge & Applications
Delivery Method: Group Internet
Level: Basic              
Pre-work: None
Prerequisites: None                                                                           
Contact hours: 1.0


HFMA members: Free

Non-members: $99

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Note: This on-demand webinar is available until May 24, 2018.