Cost:

Free for HFMA Members
Buy HFMA Membership to Attend

Audience:

Hospitals and Other Providers
Physicians and Other Practitioners

Career level:

Experienced Professional
Early Careerist

Recommended for:

Patient Access
Patient Experience
Patient Financial Services
Physician Practice
Admissions
Client Services
Collections

Delivery Method:

Self Study

Advance Preparation:

None

Prerequisites:

None

Course Availability:

18 Months

Sponsored Content | Patient Financial Communications
The patient financial conversation is more important than ever in a time of COVID-19.
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On Demand Webinar | Basic | Patient Financial Communications
This session will involve first-hand observations about today's consumer financial decision-making trends and explore insights from a recent survey of over 2,000 U.S. adults who visited a doctor or healthcare facility within the past year f...
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On Demand Webinar | Overview | Patient Financial Communications
Health care professionals need to understand that the rules governing health information are changing.  Under current final rules, providers and health plans must share data directly with patients, and if a patient requests their data ...
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White Paper | Patient Financial Communications
Read this perspective to learn the key steps hospitals can take now, and over the coming months, to help increase patient collection outcomes and lower overall revenue risk.
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Executive Roundtable | Patient Financial Communications
A roundtable of healthcare revenue cycle leaders examines the pressing need to keep patients at the center of revenue cycle activities to increase yield and patient satisfaction while lowering administrative costs.
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Course | Basic | Patient Financial Communications

Patient Financial Communications: Advance of Service

Course | Basic | Patient Financial Communications

Patient Financial Communications: Advance of Service

Description

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, including on the phone. Get tools for explaining key terms, handling questions and comments, and helping patients understand and meet their financial obligations.
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 ten key components of a properly executed financial conversation advance 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
  • Identify key components of patient share financial communications and potential options based on varied patient profiles
  • Identify the key reference tools required to conduct a patient financial conversation
  • Demonstrate an understanding of how to conduct a patient financial conversation advance of service
  • Demonstrate an understanding of how to leave a proper message adhering to HIPAA privacy statements

Related Courses | Patient Financial Communications

On Demand Webinar | Basic | Coronavirus

The patient financial experience: The current state & what's next

Relying on aggressive financial policies and collection tactics won't help your organization adapt to the "patient as payer" model, especially after the pandemic.  Instead, you need a strategy that helps patients easily navigate the financial responsibilities associated with their care.

This webinar will reveal new survey data from patients and healthcare providers about the challenges associated with medical billing and payments, including how they have been impacted by COVID-19. With these timely insights, attendees can pinpoint and execute on opportunities to improve the patient financial experience and enhance revenue cycle performance.  Presenters will discuss strategies, like fine-tuning financial policies and offering patients a single, simplified view of their financial responsibility to reduce confusion and high call volume. Attendees can then apply these best practices within their own organization.

Live Original Webinar Date: 7/23/20

On Demand Webinar | Basic | Patient Financial Communications

Addressing the Patient Financial Experience in Today's Challenging Healthcare Environment

This session will involve first-hand observations about today's consumer financial decision-making trends and explore insights from a recent survey of over 2,000 U.S. adults who visited a doctor or healthcare facility within the past year for routine, follow-up, or unplanned care, and will inform how to best address patient financial concerns.

On Demand Webinar | Intermediate | Revenue Cycle

Expand and Improve Patients' Financing Options

With the rise of patient as payer, many healthcare organizations are offering a greater variety of financing plans and increasing flexible options. This session will help attendees understand how to determine the best plan for each patient. In addition, the speakers will share the pros and cons of in-house financing plans versus third-party financing options and the experience and impact of both patient and provider.


Original Live Date: HFMA Digital Annual Conference (7/17/2020)

On Demand Webinar | Intermediate | Patient Experience

Diagnosis Financial Strain:One Organization's Approach to the Patient Financial Experience

This session will present an effective process for assessing physician financial performance from an operational and strategic standpoint. The speakers will share a defined process to manage physician financial performance, including how to use cost accounting concepts to establish and manage appropriate operating budget results as well as how to use ROI concepts to assess and monitor strategic benefits in comparison to subsidy loss levels.