Patient Financial Communications: Emergency Department

HFMA’s Patient Financial Communications Emergency Department 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.

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 in the emergency department. 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 ten key components of a properly executed financial conversation in the emergency department
• Demonstrate an understanding of the 7 C’s of effective communication as related to patient financial conversations in the emergency department
• Demonstrate and understanding of non-verbal communication when conducting patient financial conversations
• Identify key components of patient share financial communications and potential financial options based on varied patient profiles
• Identify the key reference tools required to conduct an appropriate financial discussion based on varied patient profiles
• Demonstrate an understanding of how to conduct a patient financial conversation in the emergency department

General Program Information