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Greg Mavraganis   
Revenue Cycle Director         
Lancaster General Health/Penn Medicine

Darlene Pearson   
Manager, Customer Service        
Lancaster General Health/Penn Medicine


Patients have spoken loud and clear: they need an easier way to manage their healthcare finances.  In a recent study, 35% of patients say it is inconvenient to pay for healthcare services, up from 17% in 2017.  Lancaster General Health, part of the Penn Medicine system, is addressing this patient need with a financial experience designed to promote self service engagement.  With a digital experience patients can use to easily understand and pay their bill, Lancaster General is making self-service the standard and achieving high levels of collection efficiency and patient satisfaction.  In this webinar, two leaders from Lancaster General will outline the changes they implemented and the results they are seeing. 

After This Webinar You'll Be Able To:

  • Understand the current trends in patient expectations of the financial experience
  • Map a strategy for your health system to respond to patient financial experience needs
  • Define metrics of success for your patient financial experience
  • Understand tools and techniques for engaging patients in a self service financial experience
  • Tools & Takeaways:

    Recommended for:

    CFO, VP of Revenue Cycle, Directors of Revenue Cycle, VP Patient Experience, Customer service leaders  

    Field of Study: Specialized Knowledge                  
    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 November 15, 2019.