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Hospitals and Other Providers
Physicians and Other Practitioners

Career level:

Early Careerist
Experienced Professional

Recommended for:

Client Services
Patient Access
Patient Experience
Patient Financial Services
Physician Practice

Delivery Method:

Self Study

Advance Preparation:




Course Availability:

18 Months

Case Study | Patient Financial Communications
Four companies presented 10-minute case studies at the HFMA Digital Annual Conference. Leaders from these organizations share the solutions of the case studies, which drive improved solutions in healthcare revenue cycle.
Article | Patient Financial Communications
Discover how a provider of patient financing company uses a patient-focused approach to ensure each patient receives the same care with their financial obligations as they do with their clinical care.
News | Patient Financial Communications
HFMA recently updated its industry guidelines on billing dispute resolution practices in response to the financial challenges of the pandemic and public pressure.
Podcast | Patient Financial Communications
Chad Mulvany talks with members of the task force that developed recommendations around self-pay accounts receivable best practices, Rich Daly interviews Rep. Roger Marshall about his efforts to get CMS to speed up their overhaul of Stark a...
Sponsored Content | Patient Financial Communications
The patient financial conversation is more important than ever in a time of COVID-19.
Course | Basic | Patient Financial Communications

Patient Financial Communications: Advance of Service

Course | Basic | Patient Financial Communications

Patient Financial Communications: Advance 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, 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 10 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 | Revenue Cycle

Offering long-term payment plans to meet patient financial needs

The pandemic has exacerbated the financial burden on both patients and providers. Thus, it has become increasingly important for healthcare providers to meet patients at their point of need, both clinically and financially. This webinar explores why offering patients convenient, accessible long-term payment plans is essential to your organization's success.

You will learn how healthcare providers are leveraging payment plans to accommodate their patient's financial needs at multiple points during the continuum of care. These strategies will help you identify opportunities to strengthen your own patient collection process, overcoming significant barriers in collection, cash flow and patient satisfaction.

Original live webinar date: 12/1/2020

On Demand Webinar | Basic | Revenue Cycle

RWJBarnabas improves access with aggressive growth strategy

Today's healthcare consumers increasingly shop for providers like they shop for other items, with 78% at two or more physicians before making an appointment with a new practice. Given fierce competition and budgetary pressures, provider growth depends on processes that are proven to drive commercially insured patients. To attract new patients, RWJBarnabas strives to meet consumers where they are as they search online for healthcare and to make it easy to access services.

Join this session to learn how RWJBarnabas added over $20 million in contribution margin across more than 600 designated providers, with a 6:01 ROI based on new patients alone, and divested from other programs that proved less effective.

Original Webinar Live Date: 11/18/20

On Demand Webinar | Intermediate | Revenue Cycle

Patient experience: The Impact of cost on satisfaction

As out-of-pocket expenses continue to rise and patients navigate new financial pressures and responsibilities, the relationship between healthcare costs and patient satisfaction is growing stronger than ever.

Recent CareCredit research explores the impact of cost and identifies opportunities for healthcare leaders and decision-makers to understand patient concerns and provide solutions and support across every stage of the patient journey.

In this webinar, attendees will learn more about the impact of cost on decisions patients make about their care, and how information about patient-centered options can lead to improved satisfaction and a better financial experience.

Original Live Webinar Date: 10/28/20

On Demand Webinar | Basic | Staff Development

Building the Business Case for Complex Care

In this session, you will hear how Regional One Health has created a successful complex CAE program, focused on uninsured medically and socially complex patients, who are high cost, high need. You'll also see how they have demonstrated improved outcomes from cost, utilization, quality, and satisfaction perspectives which have made a positive impact to the financial position of the organization.

Original Live Date: HFMA Digital Annual Conference (8/14/2020)