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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

Related Courses | Patient Experience

On Demand Webinar | Overview | Revenue Cycle

Improving the patient financial experience through intense consumer focus

Many healthcare organizations apply tremendous effort and resources to ensure that patients have a positive experience. However, this good will is often diluted by a negative financial experience.  Learn how to insulate the patient, and your staff, from complexities of the revenue cycle by implementing consumer-friendly technologies that have ben proven successful in other industries.

Learn how, with this approach, Baton Rouge General has improved customer satisfaction cultivated a more efficient collections team and a significantly boosted patient collections.

Original live webinar date - 3/5/20

Course | Basic | Consumerism

Price Transparency

This course addresses the principles of price transparency, the role of price estimates in patient financial care and how pricing information is used to prepare and present price estimates.

Estimated course completion time: 1 hour

Course | Basic | Financial Counseling

Patient Financial Communications: Time of Service

HFMA's Patient Financial Communications Training Program is an online toolkit that provides revenue cycle staff with guidance for conducting sensitive financial conversations with patients. It shows patient access professionals how to communicate with patients about financial matters effectively, and with respect, in ways that enhance patient satisfaction.

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.

Course | Intermediate | Patient Financial Communications

Patient Financial Communication

In this course we will address the Patient Financial Communications Best Practices through concepts of financial counseling. We'll review patient financial care concepts, which include negotiating account resolution, identifying and initiating financial assistance processes (charity), pursuing time-of-service collections and achieving account resolution.

Estimated course completion time: 30 minutes