Keeping self-pay-alive-4.16.2020
Download as PPTX, PDF0 likes104 views
The document outlines strategies for healthcare facilities to maintain self-pay operations during the COVID-19 pandemic, focusing on communication, patient reassurance, and flexible payment options. It emphasizes the importance of adapting processes for remote work, providing support to patients facing financial distress, and ensuring compliance with regulations. Key recommendations include updating financial aid policies, enhancing patient interaction, and leveraging technology for efficient operations.
Keeping self-pay-alive-4.16.2020
- 1. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Presented by Jason Coffin HRG Executive Vice President, OutPartnering™ COVID-19 Support: Keeping Self-Pay Alive
- 2. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Key Takeaways How to gauge impact on your community to determine your facility’s best response and Self-Pay action plan. Best practices to optimize internal communication & processes to minimize disruption with remote workforces. Tools to increase account activity & patient interaction.
- 3. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Patient Experience Scripting to providing reassurance Reassurance • “We are here to help.” • “We are doing everything we can to keep things running normal” • “Don’t worry, I will look into that for you” Some patients are worried about finances Assistance • Special prompt pay discount • 60-90 day delay in bad debt • Special COVID-19 hold code Easy to find information Communication • Ability to reach a live person • Updated info on public website • Information on statements or stuffers
- 4. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Patient Statements Must continue to send statements Statements need to have compassion • Determine the financial support you can provide • Ensure your Financial Aid policy is updated • Consider adding additional COVID-19 assistance text to your statements • Streamline ability for patients to reach financial counselor about options Example Text: The health and safety of our patients and families is our highest priority. If you are experiencing financial distress due to the COVID-19 pandemic, we have options and will work with you to minimize the possible impact. Please contact 888-888-8888 and we can help walk you through the options available.
- 5. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Inbound Calls • Peak times are likely to change as more patients are home during the day • Staff schedules may change due to transportation or quarantine challenges Review Schedules • Can answer patient calls or find a partner that can • Gain access to HIS system to research account info • Offer the capability to process payment while on phone with patient Provide Necessary Tools • Current COVID-19 events • Unexpected distractions if working from home • Additional emphasis on showing empathy and reassurance to patients Provide Updated Scripting
- 6. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Example Call Scripting
- 7. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Outbound Calling Depends on the what is best for your community If staffing is an issue, consider texting patients Most clients have continued with outbound campaigns We are finding more success reaching live people and they have time to talk Many patients are appreciative to discuss their current situation Continuing to get payments as patients want to support their local hospitals
- 8. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Provide Multi-Channel Payment Options Online payment portal for one time or recurring payments Ability for patients to receive statements electronically Pay by phone (IVR) options Solutions for physical mail sent to facility such as lockbox or scanning Process credit card with representative over the phone
- 9. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Working from Home Considerations Evaluate to ensure HIPAA and PCI compliance Work from home scripting • Distractions • Are you at the facility? • System slowness or limited access 100% of calls should be recorded Increase the level of your Quality Review Provide chat tool for reps to talk to supervisor
- 10. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com Final Thoughts Consistency- gaps in the self-pay process create gaps in process, patient delight and collections Employee Support- provide the staff tools, training and ability to keep working and providing great service to patients Community Support- ability for your self-pay staff to provide needed information to patients that are concerned and show organizational leadership during this crisis Financial Support- options for patients to continue to support the hospital so they can continue to afford the critical mission of treating patients Organizational Maturity- opportunity to implement technology and service model working from home that was not considered previously
- 11. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com