Patient Financial Communications: Time of Service

HFMA’s Patient Financial Communications Time of Service 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 non-emergency situations. Get tools for explaining key terms, handling questions and comments, and helping patients understand and meet their financial obligations.

Learning Objectives:

After this program, you’ll be able to:

• Demonstrate an understanding of the characteristics (who, what, where, when and how) of a financial conversation
• Identify the 10 key components of a properly executed financial conversation at the time of service
• Demonstrate an understanding of the 7 C’s of effective communication as related to patient financial conversations
• Demonstrate an understanding of non-verbal communication when conducting patient financial conversations at the time of service
• Identify key components of patient 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 at the time of service
• Demonstrate an understanding of how to conduct a patient financial conversation at the time of service

General Program Information