Cost:

Free for HFMA Members
Buy HFMA Membership to Attend

Delivery Method:

Self Study

Course Availability:

1 Year

Recommended for:

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

Career level:

Early Careerist
Experienced Professional

Audience:

Hospitals and Other Providers
Physicians and Other Practitioners

Advance Preparation:

None

Prerequisites:

None
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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How To | Patient Financial Communications

By improving the patient experience from the first communication with a provider to post-discharge care, a healthcare organization can help attract and retain more patients.

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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 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.

Course | Basic | Patient Financial Communications

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.

Course | Basic | Patient Financial Communications

Patient Financial Communications: Emergency Department

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 in the emergency department. It shows patient access professionals how to communicate with patients about financial matters effectively, 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 the emergency department. Get tools for explaining key terms, handling questions and comments, and helping patients understand and meet their financial obligations.

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.