How to improve account management

How to improve account management

• Provide full-service financial counseling for inpatients, observation, and outpatients >$1K, or outpatients with multiple accounts (includes program approvals, payment arrangements and insurance finds)
• Eliminate account handoffs from vendor to financial counselors, to PRVC, to Patient Accounts, to vendor
• Use best practice self-pay management procedures, flowcharted for Patient Access and for vendor
• Back-fill OhioHealth staffing resources with vendor
• Manage all account handoffs to vendor
• Stop patient shopping. Single self-pay discount policy followed by all entities
• Financial counselors monitor account quality for all Patient Access and vendor accounts
• Handoffs to vendor include: out-of-county patients, disabilities, illegal aliens, discharged patients, nights/weekends/emergency department patients that we currently miss, and all accounts still needing work after 45 days
• All vendor contracts summarized into one OhioHealth document
• Standardized eligibility pricing for all facilities
• OhioHealth to "Authorization to Represent" documents signed at registration
• Weekly/monthly meetings and reports from vendor
• Quarterly review of vendor pricing structure written into contract
• Expected results — overall net patient revenue increase through qualification of Medicaid or HCAP/Charity

Source: OhioHealth, Columbus, OH.