Tips for Teaching Patients What to Expect Before the Statement Arrives
It’s human nature to fear the unknown. The quake of uncertainty arises during many of life’s big challenges. Leaving home for the first time, getting married, having a family… receiving a hospital billing statement.
Yes, holding a billing statement from a healthcare provider can be a white-knuckled experience when the Total Amount Due puts an unexpected strain on the household budget.
Many professionals in the business of Accounts Receivable and collections in the healthcare industry report that people generally want to pay their bills but are hindered in doing so promptly or in full if their billing statements are complex or hard to read. Add the innately daunting details of a healthcare encounter to a billing statement, and it’s simple to understand why patients are so fearful come payment time.
Today, many providers have taken steps to make statements more approachable and understandable. They’re using better designs organized for easier review, incorporating colors to call out key information and tailoring language with the recipient in mind. Nonetheless, fears and confusion associated with billing remain. What’s a provider to do?
Here are some practical ideas to help educate patients about the billing process.
Show & Tell at Registration
Begin educating patients about their bills at the point of registration by familiarizing them with the statement layout. Display a poster-size version of a statement in the patient registration area with visual callouts highlighting key aspects of the design. If your facility has different statement templates for subsequent notices, display the entire statement series so patients are acquainted with what to expect.
Interactive Explanation Online
Extend this “show & tell” approach to your website. Create an easily accessed page that shows interactive first, second and final notice statements. Create clickable highlighted information to engage patients as you explain how to find essential balance information, due dates, etc.
Continuous Improvement Based on Feedback
In the latest report issued by the PATIENT FRIENDLY BILLING® Project Report “Case Studies in Customer Service”, the case study of Sharp Grossmont Hospital’s approach to improving patient statements serves as a motivating template for providers. The Sharp Grossmont team met regularly to identify and address the portions of patient statements that generated the most calls and questions. Over time, the organization redesigned its statements to reduce calls and empower patients to better understand their payment requirements and options.
Pre-Statement Communication
Don’t blindside patients, especially those facing large out-of-pocket balances. Make it standard practice to pull reports identifying these patients, and send them pre-statement correspondence to prepare and guide them regarding what’s to come. Call them directly and proactively offer financial counsel to help ease the payment process. Starting the conversation early will make it easier to stay in touch during the payment process.
Want to learn more about helping your patients better understand their financial responsibilities? Call 877.EMDEON.6 (877.363.3666) to learn more or visit us online.
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