During this April 25, 2018, HFMA Forum webinar, three hospital patient access professionals shared strategies to standardize patient financial communications best practices among revenue cycle teams. Leading this interactive discussion are Yvonne Chase, manager, patient access and business services, Mayo Clinic; Patti Consolver, senior director, patient access, Texas Health Resources; and Michelle Fox, director of revenue cycle operations/patient access, Health First.
Key takeaways from the webinar:
Patient experience begins pre-arrival and continues post-discharge. Throughout the process, staff should set a positive tone, use standard language, and share available support options with patients.
Recording conversations offers an effective training tool. The ability to analyze staff/patient conversations allows for root cause analysis, dispute resolution, and performance improvement.
Quality assurance ensures ongoing excellence. Monitoring for consistent processes across departments and staff offers patients a consistent and high-quality experience, while giving managers the opportunity to recognize staff and identify opportunities for follow-up training.