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  • Millennials Set Pace for Healthcare and Revenue Cycle Management
    cycle teams in delivering the personalized healthcare experience that millennials want Whether virtual or in person healthcare financial interactions have the power to attract millennials as patients in the first place and then contribute to building lasting productive relationships Ann Garnier is COO CarePayment Lake Oswego Ore Publication Date Monday February 01 2016 BACK TO PAGINATION Millennials embody the new patient as consumer Today healthcare is focused on the challenge of caring for aging baby boomers the vast cohort born between 1946 and 1964 who are reaching retirement age and beyond But the group to watch the one that will set the pace for much of the future of healthcare is millennials In 2015 the 83 1 million Americans aged 18 to 34 surpassed baby boomers who number 75 2 million to become the single largest cohort representing one in every four people according to the U S Census In addition millennials now account for the largest group of employees representing more than one in three people in the U S workforce Pew Research Center analysis found They not only outnumber other generations but they are more diverse with 44 2 percent being part of a minority race or ethnic group according to the Census Bureau This generation most of whom do not remember a world without the Internet or cell phones are looking to hospitals for a different kind of healthcare experience than their parents and grandparents Coming of age just as the paradigm of consumer directed healthcare takes hold millennials embody the patient as consumer the emerging healthcare power shopper What Millennials Want For millennials it s all about the experience They want convenient on site locations as well as virtual consults In addition to clinical engagement financial engagement is important to them Millennials are less likely than other generations to follow doctors orders They more frequently question care recommendations and tend to self diagnose They want more control over their care and spending and they want to use technology to achieve that just as they use it in every other aspect of their lives Almost three fourths of millennials want their provider to offer mobile apps so they can actively manage preventive care health records and appointments according to Salesforce s 2015 State of the Connected Patient A PNC Healthcare survey found tech savvy millennials favor speedy delivery of care and word of mouth marketing and they want online insurance availability and up front cost estimates In fact 41 percent of millennials are likely to request estimates before undergoing treatment compared to only 21 percent of boomers While clinical quality and safety will always be important millennials see them as table stakes The differentiators increasingly are nonclinical services and interactions with an emphasis on convenience and price From patient access to billing the revenue cycle often has more touch points with patients than the clinical team has leading to make or break consumer experiences Money Matters and Millennials Cost conscious millenials are more likely than the general population to judge healthcare organizations based on their billing practices according to PwC s 2015 report Money Matters Billing and Payment for a New Health Economy They also are more likely to challenge medical bills search for better pricing and make value based decisions Patients who are 19 to 34 years old led all age groups in wanting to know total cost of care and payment options before receiving medical services according to a recent CarePayment survey Knowing costs also affected their selection of providers whether they would return to providers for additional care and whether they would recommend providers For example 86 percent of patients who are 19 to 34 said it was very important to understand payment options before receiving medical care compared to 73 percent of those who are 51 to 70 years old Millennials worry about money matters for good reasons Many are carrying heavy student debt combined with just launching their careers More than 60 percent of millennials employed fulltime year round earn less than the U S median income of 46 480 according to analysis of U S Census data by The Wall Street Journal More than half had less than 1 000 to tap for unexpected medical expenses and 28 percent had less than 500 saved according to the 2015 Aflac WorkForces Report Not surprisingly millenials beat all other adult age groups in delaying care because of cost More than half of millennials versus 37 percent of boomers postponed or skipped treatment according to PNC Catering to Millennials Because millennials and their children will make up the vast majority of patients in years to come it s imperative that hospitals and health systems deliver the services and capabilities that this generation is seeking The track record so far shows considerable room for improvement with healthcare apps serving as a timely lesson Although two thirds of the 100 largest U S hospitals offer mobile apps only 11 percent of providers address at least one of consumers three most desired functions to access medical records to request prescription refills and to manage appointments according to Accenture s report Losing Patience Why Healthcare Providers Need to Up Their Mobile Game As a result only 2 percent of patients are using the apps Clearly there is a central role for revenue cycle teams in delivering the personalized healthcare experience that millennials want Whether virtual or in person healthcare financial interactions have the power to attract millennials as patients in the first place and then contribute to building lasting productive relationships Ann Garnier is COO CarePayment Lake Oswego Ore Publication Date Monday February 01 2016 Please login to add your comments Advertisements HFMA Business Profiles McKesson Leveraging Predictive Analytics to Rein in Operating Costs A leader from McKesson discusses how healthcare reform is forcing hospitals and health systems to take a different approach to capacity management and patient flow HFMA RESOURCE LIBRARY 6 Patient Revenue Cycle Metrics You Should Be Tracking and How to Improve Your Results Patient

    Original URL path: http://www.hfma.org/Content.aspx?id=46312 (2016-02-10)
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  • About the HERe Initiative
    events there will be virtual tools and opportunities for engagement including ongoing discussion groups blogs articles webinars and other resources all designed to give you and your organization the essential tools to become a catalyst for change and develop women leaders in our industry Check back often you ll be inspired To become involved in the HERe conversation either at the national or chapter level contact here hfma org The

    Original URL path: http://www.hfma.org/HERe/about_the_here_initiative/ (2016-02-10)
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  • General Information
    the industry Plan to join us Sponsorship Information The benefits of sponsorship are significant Organizations enhance their brand equity and their position as a thought leader in the healthcare industry while gaining key networking opportunities By aligning with the trusted HFMA brand recognized for value quality and innovation sponsors deepen their relationship with loyal HFMA members For sponsorship information contact Bill Casey Director of Sales 708 492 3392 Email bcasey

    Original URL path: http://www.hfma.org/HERe/general_information/ (2016-02-10)
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  • Doing It All Is Possible When You Forget What You Think You Know About Work-Life Balance
    leadership roles Perez now president of revenue cycle services company Adreima started her career as a pediatric nurse and she pursued nursing because she hoped it was a path that would allow her to work and have a family She had four children in quick succession before she turned 30 Those early years were tough she recalls juggling nursing shifts and kids but right around the time she had her third child she began transitioning into a leadership role at work Even though I ended up working more hours she says the flexibility made it easier for me to work She could go to work at 5 a m and leave by 2 or 3 p m In addition instead of working a 12 hour nursing shift on a holiday she could spend a couple of hours working then go home to spend the holiday with her family The higher you get into management in some ways you do have more flexibility she says When I thought about what was important to me and to our family it made sense to work more but have more flexibility Having flexibility is a huge part of being able to manage career advancement and family personal life but flexibility alone is not sufficient says Kenneth Matos PhD senior director of research at the Families and Work Institute a not for profit research center Work life issues must be looked at holistically Matos says That means factoring men into the equation Men he said have to have permission to get off the ladder In a culture where men are expected to be in place all the time work first work first work first you ve created a scenario where women will always be the fallback for all that household stuff he says In order to really advance women we need to reconstruct masculinity so that more men are able to be real partners not just in childcare but also in household management In addition flexibility is key to juggling career and family or personal time Sometimes getting flexibility is a matter of pushing a little bit Vanderkam says There are often reasons you re allowed to be away from your desk she says so the question is what you allow yourself to be away from your desk for Maybe you d like to take your child to school one day a week Do it and vary the day See what happens You can often be surprised if you just don t call attention to it Most people just aren t watching that closely she adds Often managers are more concerned with getting the work done than who gets it done so team up with your colleagues to work out a system of backing each other up and covering for each other so that everyone gets some flexibility but the work gets done Matos says Share your personal and professional calendars with the whole team so you can plan how you re going to cover

    Original URL path: http://www.hfma.org/HERe/Newsletter/2016/January/Pages/Doing_it_All_is_Possible_When_You_Forget_What_You_Think_You_Know_about_Work-Life_Balance/ (2016-02-10)
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  • Work-Life Balance Doesn’t Have to Be an Illusion
    panelists Another attendee A B shared her career story which included working demanding jobs where she had to respond to 70 to 100 daily email messages at night Attendee S L made a job change where the new job was like a clean whiteboard and she was able to redefine herself Attendee G M is a single mom with two teenage daughters she works to empower them with independence and decision making ability Attendee J S is focused on being more focused both in her job and in her personal life All of these voices and perspectives reinforce the notion that work life balance is deeply personal Even a Google search of work life balance yielded more than 59 million books articles and image results I clicked on several to get a sampling of what they offered WebMD published 5 Tips for a Better Work Life Balance These included Build downtime into your schedule Drop activities that sap your time or energy Rethink your errands hire someone to do them Get moving exercise exercise exercise Remember that a little relaxation goes a long way The Huffington Post published Work Life Balance is Going to be Dead which acknowledges that the advances of technology allow one to integrate work and personal life and intermingle them Handheld devices with Bluetooth technology support being connected while chauffeuring soccer momming walking the dog and folding laundry The author of this article Jappreet Sethi reminds the reader that we all make work life choices Surfers will wash out on rough waves Boxers will take punches Senior executives will work long hours In the end There is no blame Take control make choices own the consequences be happy you have one life he says The Mayo Clinic recommends setting limits caring for yourself and knowing when

    Original URL path: http://www.hfma.org/HERe/Newsletter/2016/January/Pages/Work-Life_Balance_Doesn_t_Have_to_be_an_Illusion/ (2016-02-10)
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  • Author and Coach Jen Sincero Teaches You How to Embrace Your Inner Badass
    Talk to strangers we re all family on this planet Expect and enjoy the unexpected Find the humor Join the party Live in the moment Time spent enjoying yourself is never time wasted Share your space Loosen your bone Wilma Don t even get me started on her story in chapter 9 titled Loincloth Man This is a teaser I will not reveal what s in it It s simultaneously hilarious and insightful and Sincero spews universal truths page after page after page Throughout the book I recognized threads of Deepak Chopra Lois Hay Wayne Dyer Don Miguel Ruiz Marianne Williamson and Esther Hicks Don t worry the deep insightful parts are sprinkled with the delightful such as the essences of Lily Tomlin Kurt Cobain and Audrey Hepburn I found myself thinking Why did Sincero pack so much into one book She could have split this coaching into a five part series and sold millions more Instead she captures her five part how to process in one book to reveal her simple truth She viscerally believes in it as she states in Part 1 You are the only you there is and ever will be Do not deny the world its one and only chance to bask in your brilliance The chapters seamlessly progress through the following five part process to achieving badassery Part 1 How You Got This Way Part 2 How to Embrace Your Inner Badass Part 3 How to Tap Into the Motherlode Part 4 How to Get Over Your B S Already Part 5 How to Kick Some Ass Sincero unapologetically weaves a spiritual thread into the book as well First she builds the concept of God the Universe or source energy and then she teaches meditation gratitude forgiveness manifestation and finally surrender Each chapter builds

    Original URL path: http://www.hfma.org/HERe/Newsletter/2016/January/Pages/Author_and_Coach_Jen_Sincero_Teaches_You_How_to_Embrace_Your_Inner_Badass/ (2016-02-10)
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  • Subscribe to HFMA Newsletter
    complete this online application noting that required fields are preceded by an Asterisk Salutation First Name Last Name Title E mail Organization Address Type Home Work Address City State Alabama Alaska Arkansas Arizona California Colorado Conneticuit Delaware Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio

    Original URL path: https://www.hfma.org/Site/publications/subscribehwytk.cfm (2016-02-10)
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  • INTEGRIS Health Used Patient Input to Develop Better Statements
    direction because we wanted to be able to generate the consolidated patient statement Meyers says Incremental Input INTEGRIS used a series of three focus groups to help design the new statements Its marketing department convened the groups which typically included current patients patients who had received care within the last 30 days and patients who had not been served by INTEGRIS within the past year Our marketing department has a process to make sure they get a valid representation of the demographics of the population that we serve Meyers says Meyers staff developed the questions for the focus group discussions and a facilitator who is unaffiliated with INTEGRIS was hired to facilitate those discussions INTEGRIS staff observed the discussions from behind a two way mirror hidden from participants view For the first focus group two sessions 12 participants in each session were conducted to get a broad range of perspectives Participants were not told that INTEGRIS was the organization seeking information The goal was to get feedback on what patients do and do not want to see in their financial communications with a healthcare organization One of the findings prompted INTEGRIS to discontinue its long held practice of notifying patients in writing that their insurance company had been billed for recent services We were sending 50 000 statements a month between the hospital side and physician side saying Just to let you know we billed your insurance company Meyers says The feedback we got was You re wasting time and paper We assume you are billing our insurance company so you don t need to tell us that So we quit doing that and generated some cost savings along the way by finding out what s really important to patients and what s not important Another important finding Patients do not understand why they receive bills from so many physicians Focus group participants expressed frustration with surprise bills from independently employed emergency physicians radiologists and others because they have no way of knowing which physicians are independent from the health system INTEGRIS new consolidated statements include the fees from its 450 employed physicians but not for the independent physicians who practice in its facilities While INTEGRIS is unable to present the wholly consolidated statement that patients want the focus group feedback prompted this notice on its billing statements Please note this statement is for services at INTEGRIS facilities INTEGRIS clinics and INTEGRIS Home Health and Hospice services only If other medical providers assisted in your care you will receive additional bills from them Access related tool INTEGRIS Patient Statement Access related tool INTEGRIS Billing Explanation Document During a second focus group 12 participants evaluated sample statements from several health systems and discussed their likes and dislikes Among the findings Words matter Patients said the term amount due sounds too cold and harsh INTEGRIS now uses the term amount you owe Beyond that healthcare jargon must be eliminated We kept hearing This needs to be at a seventh or eighth grade reading level and people want clear concise instructions Meyers says Guided by a software program that evaluates the grade level of written material INTEGRIS staff repeatedly reworked the wording used on billing statements until it met the easy to understand threshold Too much information is overwhelming The feedback we got from patients was You send me a bill with 800 lines of detailed information surgery charges and pharmacy charges and all that doesn t really matter to me Meyers says What I want to know is what do I owe INTEGRIS new statement shows what the patient owes in four categories physician fees hospital charges home health or other services and monthly payment plan installment if applicable You total up those four columns and take it to the front of the bill and it very clearly says Here s the amount that you owe Meyers says During the third focus group INTEGRIS new consolidated billing statement was presented to participants to get their feedback Out of that came a couple of tweaks at the end of the process Meyers says Lessons Learned Significant organizational changes are needed to support a consolidated billing statement This was much more involved than just generating a single piece of paper Meyers says It included developing all of the workflows behind the scenes to be able to handle the payments that came in For example INTEGRIS created a single customer service department that responds to questions related to the hospital or its employed physicians In addition it created a single patient balance collection team replacing separate teams that used to collect for physicians and hospitals independently Other tips from INTEGRIS experience Coordinate closely with the vendor that prints the statements INTEGRIS statements are generated by a vendor unrelated to its new technology platform That vendor receives all the details individual charges associated with specific codes that are no longer included in the statements but it must boil that information down to create the streamlined statement Our biggest challenge has been making sure that we can get the data elements correctly placed on the statements the way we want to Meyers says Create a protocol that determines how payments from patients will be allocated Do you pro rate it between the hospital and the physicians Meyers says Does it all go to the physicians first There s a lot of different options on how to handle that money INTEGRIS decided to apply payments to physician account balances first and when those accounts were cleared apply it to hospital charges Exceptions are made if a patient requests a different approach such as paying the hospital first or splitting a payment between physician and hospital Statements Tailored to Patients INTEGRIS made an important decision when it asked patients what they wanted rather than assuming their needs and their understanding of healthcare clinical and financial terms By seeking patient opinions the health system was able to develop a truly patient friendly statement while also developing new internal revenue cycle processes that supported their new billing statement Related article El Camino Hospital s Consolidated Patient Bills Speed Self Pay Collections Lola Butcher is a freelance writer and editor based in Missouri Interviewed for this article Greg Meyers is system vice president revenue integrity INTEGRIS Health Oklahoma City Okla Publication Date Wednesday January 13 2016 BACK TO PAGINATION INTEGRIS Health used consumer focus groups to help design easy to understand billing statements that consolidate hospital and physician charges When INTEGRIS Health an 8 hospital system in Oklahoma convened consumer focus groups to identify how patients experiences with the health system could be improved the answer was clear Consumers wanted statements that are easier to understand and that consolidate hospital and physician charges Like most health systems INTEGRIS traditionally sent separate statements one for hospital charges and one for physician fees to its patients The bills were designed to show detailed information about how the total bill was calculated what insurance had paid and what patients owed One after another focus group members said those statements were confusing and their financial responsibility was not clear We heard Help us understand easily in a format we are used to seeing says Greg Meyers system vice president revenue integrity Virtually everybody mentioned their credit card statements as examples so that became our marching orders Make our statements look as much like a credit card statement as possible In December 2015 about a year after those first focus group sessions INTEGRIS introduced a new consolidated statement designed with extensive consumer involvement The most glaring thing that came out of this was how different our perception of what a hospital bill should look like is from our patients perceptions Meyers says This showed the importance of getting input from patients who actually pay the bills What we think is important quite honestly was not important to our patients The Importance of Asking One of the first questions in that original focus group was From a financial perspective what could we do differently and Meyers expected to hear complaints about high charges That s because most of the complaints coming into the revenue cycle department are from patients who want to know why their bill is so high However asking the open ended question to a group of current and former patients gave them the opportunity to express a frustration that took Meyers and his colleagues by surprise Until then a billing statement redesign was not in their immediate plans The focus group had been convened because INTEGRIS was evaluating vendors for a new clinical and financial technology platform and the health system wanted to know what functionality might improve patient experience When leaders heard the request for a consolidated statement their decision was tipped to a vendor that made that possible With the feedback we had received from our patients we knew from day one that we were going to go in that direction because we wanted to be able to generate the consolidated patient statement Meyers says Incremental Input INTEGRIS used a series of three focus groups to help design the new statements Its marketing department convened the groups which typically included current patients patients who had received care within the last 30 days and patients who had not been served by INTEGRIS within the past year Our marketing department has a process to make sure they get a valid representation of the demographics of the population that we serve Meyers says Meyers staff developed the questions for the focus group discussions and a facilitator who is unaffiliated with INTEGRIS was hired to facilitate those discussions INTEGRIS staff observed the discussions from behind a two way mirror hidden from participants view For the first focus group two sessions 12 participants in each session were conducted to get a broad range of perspectives Participants were not told that INTEGRIS was the organization seeking information The goal was to get feedback on what patients do and do not want to see in their financial communications with a healthcare organization One of the findings prompted INTEGRIS to discontinue its long held practice of notifying patients in writing that their insurance company had been billed for recent services We were sending 50 000 statements a month between the hospital side and physician side saying Just to let you know we billed your insurance company Meyers says The feedback we got was You re wasting time and paper We assume you are billing our insurance company so you don t need to tell us that So we quit doing that and generated some cost savings along the way by finding out what s really important to patients and what s not important Another important finding Patients do not understand why they receive bills from so many physicians Focus group participants expressed frustration with surprise bills from independently employed emergency physicians radiologists and others because they have no way of knowing which physicians are independent from the health system INTEGRIS new consolidated statements include the fees from its 450 employed physicians but not for the independent physicians who practice in its facilities While INTEGRIS is unable to present the wholly consolidated statement that patients want the focus group feedback prompted this notice on its billing statements Please note this statement is for services at INTEGRIS facilities INTEGRIS clinics and INTEGRIS Home Health and Hospice services only If other medical providers assisted in your care you will receive additional bills from them Access related tool INTEGRIS Patient Statement Access related tool INTEGRIS Billing Explanation Document During a second focus group 12 participants evaluated sample statements from several health systems and discussed their likes and dislikes Among the findings Words matter Patients said the term amount due sounds too cold and harsh INTEGRIS now uses the term amount you owe Beyond that healthcare jargon must be eliminated We kept hearing This needs to be at a seventh or eighth grade reading level and people want clear concise instructions Meyers says Guided by a software program that evaluates the grade level of written material INTEGRIS staff repeatedly reworked the wording used on billing statements until it met the easy to understand threshold Too much information is overwhelming The feedback we got from patients was You send me a bill with 800 lines of detailed information surgery charges and pharmacy charges and all that doesn t really matter to me Meyers says What I want to know is what do I owe INTEGRIS new statement shows what the patient owes in four categories physician fees hospital charges home health or other services and monthly payment plan installment if applicable You total up those four columns and take it to the front of the bill and it very clearly says Here s the amount that you owe Meyers says During the third focus group INTEGRIS new consolidated billing statement was presented to participants to get their feedback Out of that came a couple of tweaks at the end of the process Meyers says Lessons Learned Significant organizational changes are needed to support a consolidated billing statement This was much more involved than just generating a single piece of paper Meyers says It included developing all of the workflows behind the scenes to be able to handle the payments that came in For example INTEGRIS created a single customer service department that responds to questions related to the hospital or its employed physicians In addition it created a single patient balance collection team replacing separate teams that used to collect for physicians and hospitals independently Other tips from INTEGRIS experience Coordinate closely with the vendor that prints the statements INTEGRIS statements are generated by a vendor unrelated to its new technology platform That vendor receives all the details individual charges associated with specific codes that are no longer included in the statements but it must boil that information down to create the streamlined statement Our biggest challenge has been making sure that we can get the data elements correctly placed on the statements the way we want to Meyers says Create a protocol that determines how payments from patients will be allocated Do you pro rate it between the hospital and the physicians Meyers says Does it all go to the physicians first There s a lot of different options on how to handle that money INTEGRIS decided to apply payments to physician account balances first and when those accounts were cleared apply it to hospital charges Exceptions are made if a patient requests a different approach such as paying the hospital first or splitting a payment between physician and hospital Statements Tailored to Patients INTEGRIS made an important decision when it asked patients what they wanted rather than assuming their needs and their understanding of healthcare clinical and financial terms By seeking patient opinions the health system was able to develop a truly patient friendly statement while also developing new internal revenue cycle processes that supported their new billing statement Related article El Camino Hospital s Consolidated Patient Bills Speed Self Pay Collections Lola Butcher is a freelance writer and editor based in Missouri Interviewed for this article Greg Meyers is system vice president revenue integrity INTEGRIS Health Oklahoma City Okla Publication Date Wednesday January 13 2016 Please login to add your comments Advertisements HFMA Business Profiles McKesson Leveraging Predictive Analytics to Rein in Operating Costs A leader from McKesson discusses how healthcare reform is forcing hospitals and health systems to take a different approach to capacity management and patient flow HFMA RESOURCE LIBRARY 6 Patient Revenue Cycle Metrics You Should Be Tracking and How to Improve Your Results Patient financial engagement is more challenging than ever and more critical With patient responsibility as a percentage of revenue on the rise providers have seen their billing related costs and accounts receivable levels increase If increasing collection yield and reducing costs are a priority for your organization the metrics outlined in this presentation will provide the framework you need to understand what s working and what s not in order to guide your overall patient financial engagement initiatives and optimize results HFMA Business Profiles Accretive Health Partners with Providers to Excel in a Rapidly Transforming Revenue Cycle Environment Emad Rizk MD president and CEO of Accretive Health discusses the uncertainty facing hospitals and the transitions affecting revenue cycle management HFMA RESOURCE LIBRARY 10 Ways to Reduce Patient Statement Volume and Reduce Costs No two patients are the same Each has a very personal healthcare experience and each has distinct financial needs and preferences that have an impact on how when and if they chose to pay their healthcare bill It s no longer effective to apply static billing techniques to solve the complex challenge of collecting balances from patients The need to tailor financial conversations and payment options to individual needs and preferences is critical This presentation provides 10 recommendations that will not only help you improve payment performance through a more tailored approach but take control of rising collection costs HFMA Business Profiles Conifer Health Solutions Helping Providers and Employers Build a Foundation for Better Health Jim Bohnsack vice president solution corporate development for Conifer Health Solutions explains how the company helps healthcare providers leverage data to deliver better outcomes while optimizing reimbursement for all payment arrangements HFMA RESOURCE LIBRARY Reduce Patient Balances Sent to Collection Agencies Approaching New Problems with New Approaches This white paper written by Apex Vice President of Solutions and Services Carrie Romandine discusses the importance of patient segmentation and messaging specifically related to the patient revenue cycle Applying strategic messaging that is tailored to each patient type will not only better educate consumers on payment options specific to their billing needs but it will maximize the amount collected before sending to collections Further targeted messaging should be applied across all points of patient interaction i e point of service customer service patient statements and analyzed regularly for maximized results HFMA Business Profiles Ontario Systems Optimizing Accounts Receivable in a Rapidly Changing

    Original URL path: http://www.hfma.org/Content.aspx?id=45783 (2016-02-10)
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