With consumers everywhere demanding personalized customer service, healthcare revenue cycle management services must rise to meet the challenge.
Patients may not be customers by choice but they often demand all the trappings of good customer service: Responsive interaction. Personalized service. Convenience. Choice.
As patients choose healthcare providers and institutions that meet their needs, their preferences naturally rise to the forefront as well. The experts at Radius Global Solutions reveal how to bring the lessons of customer service to healthcare revenue cycle management.
Patients today are shouldering more financial responsibility for the care they receive than ever before. And with that elevated responsibility comes high expectations of quality care and customer satisfaction. Hospitals and healthcare providers must change their healthcare revenue cycle management services to meet these expectations — or risk losing patients.
Keep the lines of communication open from the start
No patient wants to be faced with unexpected charges or coverage details at the billing stage. Transparency and early communication are absolutely critical. Patients want answers and clarity; not surprises. Healthcare revenue cycle management can enlighten and empower patients by providing upfront details on insurance benefits, cost estimates, billing options and more. Forging a positive relationship with patients early on will leave them more likely to take responsibility for their bills later.
Explore pay-ahead options
Patients entering the healthcare system today are often startled by the sum of their financial responsibilities. Indeed deductibles today have doubled—and in some cases tripled—over deductibles of just 10 years ago. High-deductible health plans are not just a concern for consumers, but also for providers who must collect on that payment. Healthcare revenue cycle management providers are exploring new payment options, including upfront payment, allowing patients to get bills out of the way early so they can focus on their recovery.
Give patients the courtesy of clear and accurate medical bills
Patient complaints give voice to a need for medical bills that are clear, accurate, easy to read and understand. Medical bill errors continue to be a widespread problem, as does confusion over what those bills reveal. Healthcare revenue cycle management providers must work to resolve these issues to keep patient satisfaction high. Today’s patients expect to be presented with multiple payment options that are quick and easy to complete. Patient portals are a convenient—but often under-utilized way—for patients to view and pay their bill online directly. Once patients discover the ease and flexibility of patient portals their usership goes up. So do patient payments.
It is up to healthcare revenue cycle management services and hospitals nationwide to respond to patient expectations to avoid the bad debt that results from consumer frustration and confusion. Treat patients with solid customer service options and the rewards will be well worth the cost.
Rest assured your Radius Global Solutions team leads the way in healthcare revenue cycle management solutions that work. Contact us for more information.