How do you improve patient access and engagement in your revenue cycle?

It is very helpful to simplify the patient access to schedule appointments and fill out the necessary documentation as well as being able to upload a copy of the insurance information. My personal experience with AI hasn't been the greatest in 2 ocasiones I need to solve a problem it keeps sending me in circles and no problem was solved.

Implement efficient scheduling and registration processes to minimize wait times and administrative burden for patients. Offer online appointment scheduling, pre-registration, and electronic forms to streamline the check-in process and reduce paperwork.

Automated reminders via the portal are great tools that remind patients of their appointments and give them more power over their healthcare however I always consider our older population or others who don’t have the capacity or who aren’t tech savvy to navigate such resources . Some prefer a phone call or even letter sent to them reminding them of their appointments. I’ve found many older patients prefer and need this method of communication. At registration /check out, ensuring they are given a follow up appointment, writing it down and calling them at least 3 days prior to their appointment as a reminder tends to ensure proper care management.

One of the most important factors in the administration contact for patients, is to feel seen, considered and cared for. While AI can be a useful tool in streamlining and furthering efficiency in practice, care must be taken that the patient still remains a person, not just “a part of the revenue cycle”.

Enhance price transparency by providing patients with upfront cost estimates for medical services and procedures. Offer online price estimation tools, pricing catalogs, or price quote hotlines to help patients make informed decisions about their healthcare expenses.

Importance of properly documented patient registration and Check-in 1. Inaccurate or missing patient details lead to billing errors. Collecting comprehensive and accurate patient information from the outset is crucial. 2. Failing to validate insurance coverage or missing essential documentation at intake can delay billing and affect reimbursement. 3. Overlooking compliance requirements leads to audit risks and penalties. Staying updated on regulatory standards is fundamental. 4. Poor communication among staff or with patients causes misunderstandings, delays, and ultimately, billing discrepancies. 5. Neglecting post-intake follow-ups for missing details or clarifications prolongs billing cycles and affects revenue streams.

Streamlined Patient Journey: 1- Automated Scheduling & Reminders: - Online portals and mobile apps for convenient appointment management. - Multi-channel reminders (text, email, phone) to reduce no-shows. 2- Simplified Registration & Check-In: - Pre-registration forms for faster in-person processing. - Self-service kiosks or digital tools for efficient check-in. 3- Inclusive Communication: - Offer communication options (phone, email, text) catering to diverse preferences. - Consider offering translated materials and in-person assistance for those needing extra help. This strategy fosters patient engagement by prioritizing convenience, clear communication, and accessibility.

A quick video call option can be helpful for patients that require extra attention and are not technology savvy, usually frustrated with some portal issue.

Enhancing Patient Engagement: 1- Streamlined Journey: Online scheduling, multi-channel reminders, self-service check-in (with options for those needing assistance). 2- Clear Communication: Multi-channel outreach (email, phone, text) and educational tools (videos, quizzes) addressing patient questions and concerns. This fosters patient engagement, improves satisfaction, and supports positive financial outcomes.

Financial conversations with patients can be tough especially when it's high dollar. For better outcomes it takes confidence, knowledge, and empathy. Present the financial liability in a confident way. Explain and breakdown the patients benefits to them if they have questions and be empathic to thier concerns.

Empowering patient self-service and feedback enhances patient convenience, education, and satisfaction through features like online appointments and bill pay. It also allows you to gather valuable feedback to improve the quality of care and strengthen patient relationships. This creates a win-win for both patients and healthcare organizations.