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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
Client Services

Delivery Method:

Self Study

Advance Preparation:




Course Availability:

18 Months

Blog | Financial Counseling
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Live Webinar | Financial Counseling
<div>Sponsored By: Grant Thornton LLP<br><br>As the health care industry continues to consolidate, health system leaders are facing increasing pressure to aggressively acquire scale. With opportunities including acquisition or divestiture o...
Q&A | Financial Counseling
What criteria should we use to set minimum payments for patient payment plans?
Q&A | Financial Counseling
I need help interpreting the patient refund rule mentioned in the IRS rule 501(r)(4) for financial assistance policies. 
Course | Basic | Financial Counseling

Patient Financial Communications: Time of Service

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.
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 at the time of service
  • Demonstrate an understanding of the 7 C's of effective communication as related to patient financial conversations
  • Demonstrate and understanding of non-verbal communication when conducting patient financial conversations at the time of service
  • Identify key components of patient share financial communications and potential financial options based on varied patient profiles
  • Identify the key reference tools required to conduct an appropriate financial discussion based on varied patient profiles at the time of service
  • Demonstrate and understanding of how to conduct a patient financial conversation at the time of service

Related Courses | Financial Counseling

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

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 | Intermediate | Charity Care

IRS Regulation 501(r)

This course addresses the components of the 501(r) regulations related to community health needs assessments, financial assistance and emergency medical care, and billing and collections from financial assistance eligible patients. It also covers policies for financial assistance and emergency medical care as well as activities related to billing and collections.

Estimated course completion time: 30 minutes

Course | Overview | Healthcare Legal

Healthcare Industry Regulation and Accreditation

This course discusses the regulation and accreditation of the healthcare field. It provides overviews of various legislation, such as the HMO Act of 1973, the Employee Retirement Income Security Act of 1974 (ERISA), state regulations, and the Patient Protection and Affordable Care Act (PPACA). It also discusses regulatory and crediting bodies, including the Joint Commission, URAC, and the National Committee for Quality Assurance (NCQA).

Estimated course completion time: 1 hour