Cost:

Free for HFMA Members
Buy HFMA Membership to Attend

Audience:

Hospitals and Other Providers
Business Partners
Physicians and Other Practitioners

Career level:

Experienced Professional
Student
Early Careerist
Executive
Mid-Senior

Recommended for:

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

Delivery Method:

Self Study

Advance Preparation:

None

Prerequisites:

None

Course Availability:

18 Months

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Course | Intermediate | Patient Experience

Patient Experience and Satisfaction

Course | Intermediate | Patient Experience

Patient Experience and Satisfaction

Description

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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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

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Price Transparency

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Estimated course completion time: 1 hour

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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