Cost:

Free for HFMA Members
Buy HFMA Membership to Attend

Audience:

Hospitals and Other Providers
Physicians and Other Practitioners

Career level:

Early Careerist
Experienced Professional

Recommended for:

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

Delivery Method:

Self Study

Advance Preparation:

None

Prerequisites:

None

Course Availability:

18 Months

Course | Basic | Patient Financial Communications

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 initiat...

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Blog | Patient Financial Communications

The latest TransUnion Healthcare report shows a 12% increase in patient out-of-pocket costs while wages grew only 3%, proving the need for hospitals and health systems to engage patients in a discussion about their out-of-pocket responsibil...

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Case Study | Patient Financial Communications

Two healthcare providers share important reminders for those assisting patients with their financial needs.

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Case Study | Patient Financial Communications

Hospital revenue cycle leaders share how they have improved patient financial communications and raised the bar on their payment plans and other consumer-centric offerings.

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Column | Patient Financial Communications

The current political climate could pose a barrier to a solution for Congress solving surprise medical bills from providers outside of patients’ networks through legislation.

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Course | Basic | Patient Financial Communications

Patient Financial Communications

Course | Basic | Patient Financial Communications

Patient Financial Communications

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.

This program was developed by HFMA based on their Patient Financial Communications Best Practices.

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, in the emergency department, and in non-emergency situations. Get tools for explaining key terms, handling questions and comments, and helping patients understand and meet their financial obligations.

This online program includes three course modules:
  1. Advance of Service
  2. Time of Service
  3. Emergency Department
Each course module is available separately as well.
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
  • 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 financial options based on varied patient profiles
  • Identify the key reference tools required to conduct an appropriate financial discussion based on varied patient profiles
  • Demonstrate an understanding of how to conduct a patient financial conversation
  • Demonstrate an understanding of how to leave a proper message adhering to HIPAA privacy statements

Related Courses | Patient Financial Communications

Course | Basic | Patient Financial Communications

PAE: 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.

Course | Overview | Transparency

HC Reform: Healthcare Dollars and Sense - Price Transparency

This course addresses the HFMA Healthcare Dollars and Sense initiative and its impact on revenue cycle operations.

Course | Overview | Transparency

HC Reform: 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.

Course | Basic | Patient Access

Patient Access Essentials

Everyone with patient access contributes to financial performance. This four-part training program provides an overview of best practice recommendations to enhance the knowledge, competencies, and productivity in patient-facing positions.

Revenue cycle supervisors typically have limited time and resources to deliver this all-important training to staff. HFMA's Patient Access Essentials training program provides easy access learning and a simple, cost effective solution to educate patient access personnel quickly and accurately. This training program is designed to educate new hires as well as those who currently serve in a patient access role, yet want to gain a better understanding of how their role impacts revenue cycle performance and reputation of the organization they represent overall.