The journey to patient financial engagement: Lessons learned

Shannon Dauchot, Kevin Adams, Angela Taylor and Kevin Fleming
Additional contact information
Shannon Dauchot: Revenue Cycle Point Solutions Division, USA
Kevin Adams: Anderson Regional Health System, USA
Angela Taylor: HCA Healthcare, USA
Kevin Fleming: Loyale Healthcare, USA

Management in Healthcare: A Peer-Reviewed Journal, 2020, vol. 4, issue 3, 248-257

Abstract: As health-care consumers face increasing responsibility for medical care costs, health systems have launched innovative programmes to help patients successfully engage in the financial process from pre-service to final billing. Both national and regional organisations are employing automation, optimised workflows and dedicated patient teams to improve transparency and communicate more personally with patients as they make important financial decisions. This article explores how to leverage processes, technology and automation to give patients the full financial picture, access to affordability tools and the ability to self-serve. A host of important steps were used to measure patient preferences with the desired outcome of enabling patients to make self-service payments. Other target outcomes included moving a significant proportion of patients onto self-service payment plans, with the goal of reducing accounts receivable (A/R) days and collection costs while improving patient satisfaction. Also envisioned were digital patient engagement tools that would allow patients to view their entire financial picture, understand costs, self-enrol in payment plans and access critical information, providing convenience and ease of access and making it easier for patients to financially engage while improving the overall patient experience.

Keywords: financial assistance; patient access; patient portal; pricing transparency; patient payment plans; patient satisfaction (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

Downloads: (external link)
https://hstalks.com/article/5593/download/ (application/pdf)
https://hstalks.com/article/5593/ (text/html)
Requires a paid subscription for full access.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aza:mih000:y:2020:v:4:i:3:p:248-257

Access Statistics for this article

More articles in Management in Healthcare: A Peer-Reviewed Journal from Henry Stewart Publications
Bibliographic data for series maintained by Henry Stewart Talks ().