Free for HFMA Members
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Hospitals and Other Providers
Business Partners
Physicians and Other Practitioners

Career level:

Experienced Professional
Early Careerist

Recommended for:

Patient Access
Patient Experience
Revenue Cycle
Client Services
Patient Engagement
Patient Financial Services
Physician Practice

Delivery Method:

Self Study

Advance Preparation:




Course Availability:

18 Months

News | Patient Experience
New guidance from the CDC explains the steps required of hospital emergency departments when treating patients suspected of having COVID-19.
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.
On Demand Webinar | Basic | Patient Experience
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 ...
Course | Intermediate | Patient Experience

Patient Experience and Satisfaction

Course | Intermediate | Patient Experience

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
After this program, you'll be able to..
  • Identify the objective of the HCAHPS initiative

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Original Live Date: HFMA Digital Annual Conference (6/26/2020)

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Your Challenge. Our Mission

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Original Live Webinar Date: HFMA Digital Annual Conference (6/24/2020)

On Demand Webinar | Overview | Revenue Cycle

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We'll breakdown how Magnolia Regional Health Center used the butterfly effect to impact patient access, leading to a 50% reduction in denials, 600% increase in cash collections and 90th percentile in patient satisfaction. You'll learn how to put the butterfly effect to work in the front-end of your revenue cycle.

Original Live Webinar Date:  4/7/20

On Demand Webinar | Overview | Coronavirus

COVID-19: An interview with Joe Fifer (Spring 2020 Virtual Conference On-demand)

In this session, HFMA President and CEO Joe Fifer offers perspectives on the health care system's response to the COVID-19 pandemic, including short- and long-term implications for provider organizations and other health care stakeholders.

Original live webinar date: 4/9/2020