Three areas revenue cycle leaders should pay attention to.
During last month's PFE NOW Summit, leaders noted three areas crucial to a seamless patient financial experience: communication, good customer service, and a simplified billing and payment process.
Communication
Systems should have multiple channels of communication to accommodate varying levels of technological knowledge and language barriers within their patient population, and ensure accessibility.
Customer Service
With patients covering more of their healthcare costs, price estimate and transparency tools can help them understand their financial responsibility before receiving care. Patient portals and their different functions can give them additional control over their care.
Billing and Payments
Billing statements should be formatted in a way that patients know what they’re paying for. If your system offers payment plans, there should be a team that oversees set-up and can be contacted to answer questions.
Jasmyne Ray is the revenue cycle editor at HealthLeaders.
KEY TAKEAWAYS
A streamlined and efficient billing and payment process is an important element of the patient experience.