Revenue Cycle’s Role in Patient Satisfaction – Every Patient, Every Time
The beginning and the end of the revenue cycle are the only components of the health system that touch every patient, every time. With Medicare reimbursement being tied to patient satisfaction, what we do in revenue cycle makes a difference. Starting with Registration and ending with Billing, these revenue cycle functions serve as the first and last impression of the health system for a patient and have a direct impact on patient satisfaction. Here are some ways to positively impact the patient experience, every patient, every time.
Hire for Attitude
Hiring based on experience is not a necessity anymore. Hiring for attitude is. A person can be taught how to use a scheduling or registration system, navigate payor websites, screen physician orders, bill Medicare, and work variance reports, but a person cannot be taught how to be nice (naturally). A person can be taught how to talk nicely or behave nicely, but if the behavior is not natural then it is not sincere, and it will not last. A person either has the “customer service” gene or not. A person’s attitude is either positive or negative, the glass is half full or half empty. This “attitude” is a crucial element to ensuring increased patient satisfaction and securing optimal reimbursement. Happy employees make happy patients, every patient, every time.
Follow the “New” Golden Rule
Healthcare’s business is people and engaging patients is everyone’s responsibility. Treating others how we want to be treated is the old way of thinking. With patients becoming consumers and taking a more active role in their healthcare decisions, organizations must follow the “new” golden rule; treat others how they want to be treated. Anticipating the patients’ needs and managing their expectations allow staff to treat the patients how they want to be treated. An example is the 5/10 rule; when walking through the halls or up on patient floors, if a patient or visitor is 10 feet away you make eye contact and smile at them, but when they are 5 feet away you say hello. Not being on cell phones while in view of any patient or visitor is another way to be respectful and attentive towards patients and treat them the way they want to be treated. Every patient, every time.
Spruce up the Bill
Enhancing a patient’s experience when it comes to the bill is not easy, but very important. The bill is the “last impression” a patient has on the health system and it needs to be a good one. Organizations must find a way to simplify but spruce up the patient’s bill. A patient needs to have the necessary information about the services they received on the bill and be able to easily understand it. Providing options for method of payment along with pre-determined amounts for payment plans are easy ways to anticipate and address patient questions. Presenting this information on the bill in a colorful, creative format can enhance the patient’s experience and maybe exceed expectations. Patient centric billing is essential for improving patient satisfaction every patient, every time.
From the point of access to the final bill, the revenue cycle influences a patient’s experience, every patient, every time.
BridgeFront offers industry-leading out-of-the-box courses to accelerate revenue cycle for hundreds of healthcare organizations. To access a free set of these courses, click HERE and enter the code: revcycle.