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Nio Queiro
Vice President of Revenue Cycle Management
Hennepin County Medical Center

Sheri Johnson
Director PreServices & Revenue Cycle Process Improvement
Hennepin County Medical Center


In late 2016, Hennepin decided to reevaluate their patient financial engagement, billing and payment processes to reduce the number of complaints about statements and bills and increase collections. Hennepin realized the financial experience was lowering overall patient satisfaction and believed self-service patient adoption would help address the problem. 

In January 2017 Hennepin launched a new patient friendly experience that integrated the printed mail, email, IVR, call center, online, and mobile channels. Within 90 days online adoption and patient satisfaction doubled, collection increased, and costs dropped.

Learn how Hennepin went through their evaluation and implementation, how they evolved the people, processes, and technologies, and how their best practices can help you transform into a customer-centric financial care organization.

After This Webinar You'll Be Able To:

  • Identify drivers of and measure billing satisfaction across transparency and payment flexibility
  • Analyze metrics for success in engaging patients as consumers, including self-service payment
  • Design techniques to increase employee collection productivity
  • Assess readiness and create best practices for in-sourcing patient revenue cycle

Tools & Takeaways

  • "How to read your bill" insert
  • Website URL and payment examples
  • Email and notification examples

Recommended for:

CFOs, VPs of finance, revenue cycle VPs & directors, patient financial services VPs & directors

Field of Study: Special Knowledge & Applications
Delivery Method: Group Internet
Level: Intermediate
Pre-work: None
Prerequisites: General knowledge of revenue cycle, including billing and collection processes
Contact hours: 1.0


HFMA members: Free

Non-members: $99

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Note: This on-demand webinar is available until October 21, 2018.