Front End to Back end Collections Robin Beeman Regional Marketing Manager

Boosting Patient Satisfaction through Financial Counselors Influencing patient perception First point of contact with patient

Strategies and Best Practices Training Educate employees Clear policy & procedures Tools Maximize and leverage technology Outsourcing

73% 33% 55% Meet patient demand Friendly customer service reps When asked what they expect from a great customer experience, consumers listed things like: 73% 55% 33% Friendly customer service reps To easily find the information or help they need Personalized experiences Source: “2011 Customer Experience Impact Report: Getting to the Heart of the Consumer and Brand Relationship.” RightNow Technologies. 2012

Results Increased Patient Satisfaction Increased Revenue Less follow up in Patient Accounting Reduction in Bad Debt Placement

Success with Early & Frequent Communications Improves Collections 25 Bed Critical Access Hospital in Aspen Colorado implemented a multi-pronged approach. The hospital doubled its front desk collections over a 6 year period of time, introduced technology that increased overall collections by 140 % and online collections by 33% between 2007 and 2013. ( Source: data from HFMA Patient Friendly Billing E-Bulletin 7-15-14)

Success with Early & Frequent Communications Improves Collections 80 Bed Hospital in Gaylord Michigan implemented a new program to increase collections and patient satisfaction. Pre-estimator Bed-side tracking program for Emergency room patients POS collections for surgery Added Pre- admit staff All patients with a pre-scheduled appointment are contacted Have CAC’s to assist patients with Market Place Hospital has seen an average of a 50% increase in payments compared to 2013 and patient satisfaction scores have gone up. Success with Early & Frequent Communications Improves Collections

An Integrated Approach to Enhancing Patient Satisfaction HFMA WEBINAR An Integrated Approach to Enhancing Patient Satisfaction Date & Time Thursday, Oct. 23 — 2:00 – 3:00 p.m., CDT After This Webinar You’ll Be Able To: Identify the critical functions of an effective patient account resolution Implement a methodology that assimilates key front-end processes with back-end patient reasonability protocols Create a specific, integrated approach to patient account resolution that serves as the basis for improved patient satisfaction and enhanced reimbursement Recommended For: Revenue cycle managers, directors of patient access, directors of patient accounts, and directors of customer service/patient responsibility Register At: www.hfma.org/content.aspx?id=24756

Questions? Robin Beeman rbeeman@hlv.com (574)269-1726 or (586)876-5013