Becker's Hospital Review

49 Executive Briefing how they should be implemented and expected benefits. It pays to strike a balance between productive dialogue and clear expectations, conveying that you value employees' input, but plans are generally set. It is also wise to acknowledge change is not always easy. Empathize with team members who have concerns and assure them you will support the transition with training and tools to equip everyone for success. Communicating policy changes to patients can take place via letter, email, an announcement on your website, materials posted in your practice and/or phone or in-person conversation. Using multiple channels is ideal to get the message out effectively in today's information-saturated world. Prep and practice Delivering basic staff training can help drive clarity and consistency, as well as build confidence in individuals who are uncertain or uncomfortable. Training doesn't need to be extensive and formal, as long as it is focused and clear. Consider developing checklists, step-by-step instructions or mnemonic devices like acronyms and rhymes to help staff members understand and remember actions you want them to take. For example, you could create a "conversation checklist" with three items to cover whenever discussing financial matters with patients, or a list of steps to complete during check-in or check- out. You could also share memory aids like MEMO — Mention (financial policies) Early, Mention Often — or "don't delay, talk about pay." In addition to providing tools and tips like these, consider inviting team members to participate in role-playing activities or conversations in pairs or small groups. Periodically repeat training to reinforce good habits, correct misunderstandings, give participants an opportunity to share observations and ideas and bring new team members up to speed. Be sincere and supportive In all communications, the most important factor is simply to be sincere. Change can be difficult or uncomfortable, and it helps to acknowledge this in an open, honest way. Being genuine and empathetic while sharing relevant facts, explaining the rationale behind a decision and outlining the goals and benefits can go a long way. Encourage staff members to be clear, honest and understanding when discussing financial matters with patients. This can help ease their anxiety about having conversations they may consider uncomfortable. Patients may welcome this kind of sincere conversation, since they know the payment shift is an industry reality. Ignoring this fact can lead to surprise bills, delayed treatment or payment and other stressful scenarios. In contrast, being well informed, understanding the reasons for the situation and working together to find the best way forward can be a positive experience for all involved. Offer options and innovations One way to make the most of a tough situation is providing options. Even if choices are less than ideal, the power to decide among them can provide a feeling of control and shift the focus to solutions rather than problems. For staff members, this could mean having a few answers prepared when tough questions arise, or multiple ways to offer assistance (e.g., help personally, share materials, refer to third-party resources). For patients, this might mean new options related to payments, such as paying over time, making online or mobile payments or using new payment methods. As a provider of third-party financing for out-of-pocket healthcare expenses, CareCredit was founded more than 30 years ago to give patients new options to pay for care. Today, with consumers assuming greater responsibility for healthcare payments, more than 10.5 million people have a CareCredit credit card they can use to pay for care for themselves, family members and even pets. With promotional financing for purchases of $200 or more, cardholders can move forward with care immediately and make monthly payments over time.* As a way to help providers reduce time and effort spent on billing and collections, the CareCredit acceptance network has expanded to encompass 200,000-plus provider and healthcare retail locations nationwide. In addition to receiving payment in two business days, providers can take advantage of tools, training and materials to help them navigate the payment shift, including the Pay My Provider portal for accepting online payments. Engaged and empowered The payment shift is here to stay, and a business-as-usual approach is no longer optimal. Patients need to understand this (and likely already do). Sharing information, advice and potential solutions to help patients manage their healthcare spending is valuable. Honest, timely conversations about financial matters can help patients feel invested in their own care and empowered to make the right choices for their health and wellness, while working with providers who want the same thing — the ability to move forward with care without delay, achieve the best possible outcomes and do so in a way that is financially sustainable. n For more than 30 years, CareCredit has provided a valuable financing option for treatments and procedures insurance typically doesn't cover, either in part or in full. Cardholders can also use the CareCredit health, wellness and personal care credit card to pay for deductibles, co-payments and other out-of-pocket costs. Providers who accept CareCredit receive payment in two business days. https://www.carecredit.com/ * Subject to credit approval. Minimum monthly payments required. See carecredit.com for details.

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