Be very clear: It’s just an estimate
When patients call and ask what a test costs, the information isn’t always straightforward, says Robin Woodward, CHAM, patient access director at Riverside Regional Medical Center in Newport News, VA.
“There are many variables to different tests. Patients may not have that information,” Woodward says. For example, a patient asking about the cost of a CT scan might not know if this cost is with contract, without contrast, or possibly both. “It is important that we explain that this is only an estimate, as additional charges may be added,” she emphasizes. For example, a lab study with a positive result might require further testing that wasn’t part of the initial quote.
Karen Hughes, CHAM, manager of insurance verification at Riverside Regional, reports, “We have seen an increase this past year of patients asking upfront what services will cost.” There is a possibility patients will go elsewhere for services if they can’t get this information, Hughes adds. “That is why we work diligently to ensure we are supplying the most accurate information we have available,” she says.
To give more accurate estimates, patient estimator software was implemented, which allows registrars to quote prices based on the current chargemaster and insurance contracts.
“The patient estimator software has worked very well,” says Woodward. “One call to our call center will get the patient the quickest estimate.”
When patients call and ask what a test costs, the information isnt always straightforward, says Robin Woodward, CHAM, patient access director at Riverside Regional Medical Center in Newport News, VA.
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