Friday, July 17: Revenue Cycle Tune Up from the Top 

Enabling a remote workforce to handle the sensitive and bottom-line dependent aspects of the revenue cycle is just one of the many new challenges facing financial leaders. Hear fresh strategies from top-performing organizations on improving the patient experience, modernizing the revenue cycle, creating cost-saving efficiencies and more.  

Information on CPE credits

Day at a glance

10:00 – 10:15 a.m., CT MAP Award Recognition
10:15 – 11:05 a.m., CT Featured General Session
11:05 – 11:15 a.m., CT Break
11:15 a.m. – 12:05 p.m., CT Concurrent Sessions
12:05 – 12:15 p.m., CT Break
12:15 – 1:05 p.m., CT Concurrent Sessions
1:05 – 1:15 p.m., CT Break
1:15 – 2:45 p.m., CT Executive Connections
2:45 – 2:55 p.m., CT Break
2:55 – 3:45 p.m., CT Concurrent Sessions

Session Descriptions

MAP Award Recognition

Date and Time

July 17, 10:00 – 10:15 a.m., CT

Generation Rebound (GS6)

This session will provide leaders with the right evidence-based information about generational behaviors and mindset to leverage your team's strengths, especially in response to the newest workplace challenges brought on by COVID-19.

Date and Time

July 17, 10:15 – 11:05a.m., CT

Sponsored by

Creating a consumer-centric patient experience in a post-pandemic world (K01)

New research reveals how healthcare consumerism has grown amid the pandemic. Before COVID-19, progress toward a digital retail experience had been steady but slow. Now, seemingly overnight, millions of consumers have experienced care through digital channels, and that experience—both good and bad—has shaped attitudes and demands. There will be winners and losers among providers based on the ability to meet the expectations of this newly minted and massive digital patient population—which, the research shows, has clear desires for what it wants and needs.

In this session, we'll learn the phases of the digital patient journey and report on what consumers say are the realities of finding, accessing, and paying for care. The presentation will cover consumer preferences on healthcare shopping, cost transparency, communication, payment processes, and more, with strategies providers should consider for both short- and long-term success. As a takeaway, providers will learn the key steps to take in order to begin or advance their journey to an effective digital transformation.

Date and Time

July 17, 11:15 a.m. – 12:05 p.m., CT

Engaging a Multigenerational Workforce with Gamification (K02)

In an increasingly tight labor market, patient account representative engagement is more important than ever, especially in light of increased patient experience expectations. Engaging patient account representatives is challenging yet critical for every provider. Learn how one organization tackled this challenge through a multi-generational approach to gamification that can improve productivity and staff focus on organizational and individual goals, as well as reduce turnover. Understanding the tendencies of each generation can assist in creating pathways for representative engagement. 

Date and Time

July 17, 11:15 a.m. – 12:05 p.m., CT

Diagnosis Financial Strain: One Organization's Approach to the Patient Financial Experience (L01)

As organizations emerge from the challenges brought on by COVID-19, ensuring a tailored approach to the patient financial experience is more important than ever. Hear from one organization's leadership team as they share how they accelerated efforts during the pandemic to balance the patient viewpoint and operational capabilities to build a foundation that supports patient financial wellness. The organization transformed their patient financial experience by investing in key capabilities and infrastructure, enhanced education efforts for their staff and patients, and communicated its differentiators to the market, employees, and patients.

Date and Time

July 17, 12:15 – 1:05 p.m., CT

Creating a Work-From-Home Playbook (L02)

Even prior to COVID-19, many organizations began experimenting with work-from-home arrangements, especially in the revenue cycle space. In this session, you’ll hear one organization’s experience with employing a work-from-home committee to transform a system policy approach into one that worked for all aspects of the revenue cycle—back, middle and front end. In addition, you’ll learn how they created metrics to monitor and measure productivity as well as established quality monitoring.

Date and Time

July 17, 12:15 – 1:05 p.m., CT

Addressing the Patient Financial Experience in Today's Challenging Healthcare Environment (L03)

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 best to address patient financial concerns.  

Date and Time

July 17, 12:15 – 1:05 p.m., CT

Expand and Improve Patients' Financing Options (M01)

The economic impact of the global novel Coronavirus (COVID-19) pandemic has caused consumers to take a hard look at their finances and financial planning needs. As we enter the next chapter, it is crucial for healthcare organizations to reexamine their financial policies and payment options to adapt to new patient expectations when it comes to touchless payment options and continue to build trust through positive billing experiences. This session will help attendees understand the different payment options that can be made available and how to best address those options with 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 each for both patient experience and provider. 

Date and Time

July 17, 2:55 – 3:45 p.m., CT

Rapid Fire Case Study Sponsor Session (M02)

Progressive systems are modernizing their revenue cycle operations, unlocking efficiencies, simplifying administrative work, digitally engaging patients and eliminating denials. These case studies highlight ways to automate and streamline to optimize the revenue cycle.

Date and Time

July 17, 2:55 – 3:45 p.m., CT

Sponsored by