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Hospitals and Other Providers
Physicians and Other Practitioners
Business Partners

Career level:

Experienced Professional
Early Careerist

Recommended for:

Patient Access
Patient Accounts
Patient Financial Services
Revenue Cycle

Delivery Method:

Self Study

Advance Preparation:




Course Availability:

1 Year

How To | Patient Experience
The almost universal use of cell phones opens up the convenience and benefits of texting as a means of patient communication.
News | Patient Experience
Congress is likely to enact surprise-bill legislation in the waning days of 2019, according to policy advisers.
How To | Patient Experience
From pre-service and onsite financial counseling to the business office, revenue cycle has become the brand ambassador for hospitals and health systems.
Column | Patient Experience
Healthcare organizations have the technology to deliver meaningful transparency to patients, including out-of-pocket estimates prior to service and clear, understandable patient statements.
Trend | Patient Experience
Insights during a 2019 HFMA Annual Conference cohort revealed various approaches that providers can use to meet the increasingly urgent challenge of improving the patient experience.
On Demand Webinar | Basic | Patient Experience

Establishing the right model for patient payment: A University of Kansas Health System Case Study

On Demand Webinar | Basic | Patient Experience

Establishing the right model for patient payment: A University of Kansas Health System Case Study


In an era of increasing high deductibles, steady shifting of healthcare costs from payers to individuals not only intensifies pressure on patients' pocketbooks, but also changes their attitude toward payment. More than half of patients are concerned about their ability to pay a medical expense of $1,000 or less, a recent survey shoes- and the less patients are able to afford their healthcare bills, the lower these bills drop in priority.

Two years ago, University of Kansas Health System (UKHS) saw the impact high-deductible plans were having on collections, bad debt, and days in accounts receivable (A/R) for both hospitals and professional accounts. At the time, UKHS offered an internal, 18-month payment plan for patients who faced difficulty paying for their out-of-pocket costs for care, but the monthly payment amounts were too high for some patients to manage.

UKHS redesigned its payment plan approach to include long-term, zero interest patient financing for patients in need, with discounts for true self-pay patients. The results have been outstanding:
  • Nearly 20 percent drop in bad debt
  • Seven-day reduction in days in A/R for professional accounts
  • Financing of $8.2 million in patient accounts, with a recourse rate of just 8 percent
  • Increased patient satisfaction
Find out how UKHS established a compassionate approach to patient collections that strengthens the organization's financial health during this session.
After this program, you'll be able to..
  • Gain insight into why 74 percent of Millennials, 68 percent of Generation X patients and 60 percent of Baby Boomers don't pay their medical bills in full.
  • Discover the difference long-term patient financing can make in improving collections and reducing bad debt.
  • Find four lessons learned UKHS gained that could help other hospitals and health systems considering a new model for patient financing.
  • Understand the keys to communicating a new patient financing model and the skills required to implement such a model.

Related Courses | Patient Experience

Course | Basic | Patient Access

Patient Experience and Satisfaction

In this course we will address the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey, patients' expectations as consumers, and the role revenue cycle team members plays in a patient's experience and satisfaction. We'll also review the impact that failed communication, poor customer service and quality breakdowns may have on patient satisfaction and revenue cycle outcomes.

Estimated course completion time: 30 minutes

Course | Basic | Patient Access

Advance Directives and Bedside Registration

This course describes the types of advance directives and explains the role of the registrar in identifying the existence of advance directives and processing such directives when they exist. It describes the specific challenges involved in registering patients at the bedside and discusses express or mini registrations, as well as "Jane/John Doe" registrations. This course explains how patient access staff should interact with emergency patients to avoiding violating the Emergency Medical Treatment and Active Labor Act (EMTALA).

Estimated course completion time: 30 minutes

On Demand Webinar | Basic | Revenue Cycle

You can have it all: Loyal patients and self-pay reimbursement

Collecting patient self-pay and keeping patients loyal don't have to be mutually exclusive. In fact, since many people now weigh affordability and convenience equally with quality care outcomes, successful health systems are those that differentiate by appealing to patients as retail consumers. Hear best practices from CentraCare Health in Minnesota, Maine General Health and UPMC Pinnacle in Pennsylvania that keep patients returning to their health system while contributing to bottom line performance.

On Demand Webinar | Basic | Revenue Cycle

Consolidated Patient Billing: Explore innovative ways to drive increased collections

Implementing single-statement billing can be a daunting task for providers. Given the range of options, decisions and changes that must take place, combined with the operational work flow, providers need guidance and support to help them launch consolidated statements within their organizations.

With the right approach and strategic outlook, consolidated statements can be a win-win for both providers and patients. Patients benefit from simple billing - everything's all in one place with one check to write and one-stop shopping for customer service. Providers also benefit from cost savings achieved through economies of scale and staffing efficiencies associated with reduced mailings.

This webinar will help providers develop their own 4-step readiness plan and best practices to transition to single-statement billing with the goals of achieving positive outcomes for patients, and deploying a successful deployment that is operationally and financially sound.