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What are the most common communication mistakes with patients during revenue cycle leadership?

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As a revenue cycle leader, you know how important communication is for managing your patients' financial experience and ensuring timely and accurate reimbursement. However, communication can also be challenging, especially when dealing with complex or sensitive issues, such as billing, collections, or financial assistance. In this article, we will discuss some of the most common communication mistakes with patients during revenue cycle leadership and how to avoid them.

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1 Lack of empathy

One of the biggest communication mistakes with patients is to lack empathy and compassion for their situation. Patients may be facing financial hardship, emotional stress, or health concerns, and they need to feel that you care about them and their well-being. If you are too cold, impersonal, or aggressive, you may alienate them and damage your relationship. To avoid this mistake, try to use a warm and friendly tone, acknowledge their feelings and concerns, and express your willingness to help them find a solution.

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Jessica Stoner

Founder | Business Development | RCM/Billing Specialist at Maximum Medical Billing
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As a Revenue Cycle Leader, I believe that tone is everything when trying to collect on a past due medical bill. It's important to make sure employees do not confront the patient like an aggressive debt collector. Debt collectors immediately state their assumption that the person on the other end of the line (the patient) will pay the bill today. This is no way to start a collection call with the patient. A kind and calm approach would be to ask, "would you be able to pay the $75.00 that is past due?". If the patient says no, rather than becoming aggressive and pushy, offering a payment plan that meets the patient's budget is the way to go. (If the particular provider's office allows payment plans) A courteous tone provides maximum results.

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Funmilola Daniel

Internal Revenue Agent
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Put yourself in their shoes. Know the reason why the patient is running late on their bill. Empathize with patient. Perform root cause analysis of six sigma if possible and provide true solution when necessary to resolve the any issue. Patient will see through your heart of care and try to pay the bill when they can.

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2 Lack of clarity

Another common communication mistake with patients is to lack clarity and transparency about their financial obligations and options. Patients may be confused or overwhelmed by the complex and often changing processes and policies of the revenue cycle, such as insurance verification, pre-authorization, billing, coding, payment plans, or financial assistance. If you are too vague, technical, or inconsistent, you may create misunderstandings, frustration, or distrust. To avoid this mistake, try to use simple and clear language, explain the steps and reasons behind each action, and provide written or visual aids when possible.

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Michael Clements

Chief of Party. Team Leader. Fund Manager. Project Director. Africa economic development and social impact specialist. I work for people who deserve better lives. Willing to work in danger zones.
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Jessica is quite right. Be polite, be patient. Listen actively. Get to the bottom of WHY before being distracted with WHEN. Think of a solution that comforts the patient.

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3 Lack of follow-up

A third common communication mistake with patients is to lack follow-up and continuity of care. Patients may have questions, issues, or feedback that need to be addressed or resolved in a timely and effective manner. If you are too slow, unresponsive, or dismissive, you may lose their trust and satisfaction. To avoid this mistake, try to set clear expectations and timelines, communicate regularly and proactively, and document and track your interactions and outcomes.

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4 Lack of feedback

A fourth common communication mistake with patients is to lack feedback and improvement. Patients may have valuable insights, suggestions, or complaints that can help you enhance your revenue cycle performance and patient experience. If you are too defensive, indifferent, or resistant, you may miss opportunities to learn and grow. To avoid this mistake, try to solicit and listen to feedback, acknowledge and apologize for any errors or problems, and implement and communicate changes or solutions.

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5 Lack of collaboration

A fifth common communication mistake with patients is to lack collaboration and coordination with other stakeholders. Patients may interact with multiple people and departments throughout their revenue cycle journey, such as registration, scheduling, clinical staff, insurance companies, or collection agencies. If you are too isolated, siloed, or conflicting, you may create gaps, errors, or inconsistencies. To avoid this mistake, try to establish and maintain strong relationships and communication channels with your internal and external partners, share relevant information and data, and align your goals and strategies.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Geoff Simpson-Scott

Author "A Practical Guide To Clinical Negligence” (3rd Edn) Law Brief Publishing “Always helpful & understanding” Legal 500
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10 common errors in healthcare: 1 Lack of transparency about payment processes = patient frustration 2 Poor explanation of complex charges on bills = misunderstandings/distrust 3 Inadequate financial guidance on payment plans = patients missing out on opportunities to manage their medical bills effectively 4 Inconsistent/contradictory information from different staff = confused patients 5 Delays in resolving billing issues = dissatisfaction 6 Insensitive handling of confidential info = distrust 7 Over zealous debt collection = reputational damage 8 Failure to address patient concerns = dissatisfaction 9 Inadequate staff training = mistakes/misunderstandings 10 Incomplete info planning re common questions = communication gaps

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What are the most common communication mistakes with patients during revenue cycle leadership?

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3

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1 Lack of empathy

2 Lack of clarity

3 Lack of follow-up

4 Lack of feedback

5 Lack of collaboration

6 Here’s what else to consider

Corporate Accounting

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