Hospital Access Management – January 1, 2021
January 1, 2021
View Issues
-
Price Transparency Now a Reality; Not All Hospitals Fully on Board
Some hospitals were holding off, hoping courts would overturn the requirements. Other facilities still are contending with operational challenges caused by COVID-19. Nevertheless, expectations have changed — and the consequences of noncompliance are real.
-
Instant Gratification with Self-Service Price Estimators? Not So Fast, Says Patient Access
Beware the pitfalls of do-it-yourself healthcare pricing research.
-
Consumers May Be Unaware Price Information Is Available
Patients say they want price transparency, but many are completely unaware of what information is out there, and have no idea how to find it, at least in one state.
-
Revenue Cycle Staff Keeps ‘Financial Toxicity’ from Harming Patients
Patients often are left alone to navigate the complex healthcare system, which can cause problems. The most successful financial navigation programs direct healthcare providers and staff to work together to address patients’ needs from the time they enter the system to after discharge.
-
Health Plans Want Proof It Was Necessary to Admit Patient
Work with utilization managers to understand why these denials are happening. Ensure clinical documentation is detailed enough to support inpatient level of care, and be sure to submit such evidence to the health plan while patients still are in house.
-
Revenue Cycle Needs Prep Work for Tough Financial Conversations
The most challenging situation can be when patients ask why the cost is so high. Scripting can help registrars answer this difficult question. This training includes teaching patient access staff how to show the patient detailed benefits and explain the out-of-pocket expense is based on their insurance carrier.
-
Incomplete ED Registrations Disastrous for Copay Collections
Hospitals are trying to shorten door-to-provider times. Lower-acuity patients are treated as “fast-track,” and discharged quickly. Registration teams might struggle to keep up, to the point that some patients may miss the official registration process. Without proper contact information, collection becomes exponentially more difficult.
-
Scripting Keeps Financial Message Consistent
Giving families a point of contact for each area of the revenue cycle is the best way to provide uniformity. For example, when patients call in for an explanation of their bills, connect them with customer relations. If they need to set up a payment plan, bring in financial counselors.