Policies and Practices | Medical Debt

Medical Account Resolution Best Practices

Policies and Practices | Medical Debt

Medical Account Resolution Best Practices

Recommendations crafted by HFMA's Medical Debt Task Force are intended to improve the medical account resolution process for patients and providers alike. The best practices provide guidance on resolving financial obligations before, during, and after a patient visits a hospital or other healthcare setting.

Recommendations crafted by HFMA's Medical Debt Task Force are intended to improve the medical account resolution process for patients and providers alike. The best practices provide guidance on resolving financial obligations before, during, and after a patient visits a hospital or other healthcare setting. HFMA partnered with ACA International (Association of Credit and Collection Professionals) and gathered a task force of stakeholders to develop these common-sense best practices. 

Healthcare providers and their business partners using the best practices will be able to:

  1. Lay the groundwork for successful account resolution by educating patients and following best practices for communication prior to the time of service. 
  2. Make bills and all communications clear, concise, correct, and patient-friendly.
  3. Establish policies for account resolution and ensure that they are followed internally and by business affiliates.
  4. Be consistent in key aspects of account resolution—from billing disputes to payment application. 
  5. Coordinate account resolution activities with business affiliates to avoid duplicative patient contacts.
  6. Exercise good judgment about the best ways to communicate with patients about bills.
  7. Start the account resolution clock when the first statement is sent to the patient.
  8. Report back to credit bureaus when an account is resolved (in the event that an account is reported to a credit bureau).
  9. Track all consumer complaints.
  10. Use best practices, principles, and guidelines to inform their organizational approach to medical account resolution.

Advertisements

Related Articles | Medical Debt

News | Payment, Reimbursement, and Managed Care

Some health plans accelerate hospital payments to provide COVID-19 financial help

Some health plans are accelerating payment processing or offering advances to help stabilize hospitals strained by the effects of the ongoing pandemic.

News | Medicare Payment and Reimbursement

Details released on how much each provider will receive from $30 billion in CARES funding

Hospitals should have begun receiving CARES Act funding April 10, but the funds require accepting specific terms.

News | Medicare Payment and Reimbursement

Federal government sending $64 billion this week to providers for coronavirus costs

Hospitals should receive $64 billion in federal grants and loans by the end of this week to help with coronavirus treatment and preparation costs.

Blog | Medical Debt

Perspective matters when it comes to media scrutiny of health system collection practices

HFMA’s Chad Mulvany says 31,000 lawsuits may seem like a lot but adjusted to an annual basis and the population of the study’s geographic area, the actual number is much smaller than one would expect.