1. Front End to Back end Collections
Robin Beeman
Regional Marketing Manager

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

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

4. 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

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

6. 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. 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

8. 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:

9. Questions?
Robin Beeman
(574) or (586)