Issue link: https://beckershealthcare.uberflip.com/i/633033
31 Executive Briefing do not have the bandwidth to designate or hire employees to work exclusively on billing and collections. In these cases, pro- viders might outsource these responsibilities to revenue cycle solutions companies that can implement effective billing and follow-up methods to ensure patients pay their bills. Zotec Partners' solutions enhance revenue cycle interac- tions to help instill positive patient perceptions of the health- care experience, and secure reimbursement and future service revenues for providers. The company employs a patient experi- ence methodology that empowers patients to make payments through several tools that are easy and convenient to use. Its advanced interactive voice response technology includes a simple authentication process, an understandable format with minimal menu options so it is easy for patients to navigate, convenient text-back features, quick payment options and immediate live operator assistance. Zotec Partners oper- ates a call center led by a customer service expert trained in optimizing the patient experience. It also offers a secure and user-friendly patient portal that can be used on a desktop com- puter or mobile device. Using the portal, patients can pay their bills, view their account history, request statements and update insurance information. As in other industries, the key to securing a positive experience and safeguarding payments from consumers is simplicity and ease of use. With solutions like Zotec Partners', patients have access to several convenient and straightforward tools to pay their bills. However, it is important to vet revenue cycle companies carefully as they are not all created equal — many still use outdated follow-up collections methods that emerged years ago. With companies that specialize in billing and collections and help safeguard positive patient experiences, there is no need to overburden the clinical staff to manage these responsibilities, which can be challenging for those not trained to handle them. "A doctor is a seasoned professional in caring for their patients and diagnosing the issue based on their training and education, not just on what patients say," says Mr. Law. "Apply that same science to billing." For a Positive Experience, Arm Patients with Information Hospitals and physician practices must adopt a "help me help you" mentality when it comes to billing and collections. Whether they seek an external partner that specializes in se- curing patient payments or acquire the resources to enhance their own billing and collections department, interactions with patients should always be consumer-centric. In addition to providing the portals and tools for actually making payments, the key is to provide patients with all of the information necessary to understand what they owe and when payments are due. "The first thing you have to do is introduce the process to the patient at the time of service," says Mr. Law. Clearly explaining the series of steps involved in the billing and collections process to patients upfront remedies any worries they might have regarding the payment process. It also helps patients feel more in control of their healthcare experience because they will know what to expect when they receive their bills. To achieve this, many providers send a letter of introduc- tion to patients that details the billing and collections process ahead of the time of service, followed by subsequent letters requesting payment. However, written letters can cause issues of their own. "It is frustrating to send a patient letters four or five times," says Mr. Law regarding instances in which letters are sent but the patient does not make a payment. "You have to be able to resolve these issues quickly and efficiently." That is why broader follow-up methods, such as claim-tracking status, patient portals, interactive voice re- sponse technology and text messaging, are more effective. "Those are all consumer-driven events that many providers are ill-equipped to handle" without procuring outside support. While not representative of the majority of the patient popula- tion, some patients are inclined to avoid paying their bills, and the increasing rate of HDHPs could exacerbate this problem. Therefore, it is imperative to be as vigilant in collections and follow-up efforts as possible. These "consumer-driven" modes of communication also help expedite possible discounts that can be awarded to pa- tients, in turn helping speed up receipt of payment. Conclusion Patients expect and demand the same level of custom- er service they are used to receiving in the retail, dining and travel industries. Billing and collections — though not a clinical aspect of healthcare — is a critical factor in determining patient satisfaction. With the proper systems and tools, hospitals and physician practices can empower their patients to take greater accountability for their financial responsibility, and providers will see an increase in revenues. As the population of patients with HDHPs grows, the need to enhance the billing and collections process has become particularly pertinent. The evidence is plain; data shows a positive correlation between the increasing rate of HDHPs and uncompensated care, as well as patient complaints or requests for discounts. Hospitals and physician practices can implement best practices to mitigate these trends in their billing and col- lections department, such as managing patients' expectations upfront and empowering them to be more accountable to pay their bills. Alternatively, healthcare providers can seek help from dedicated professionals trained to do just that. Whichever direction providers choose, it is essential to understand carriers will no longer completely pay for services rendered. Healthcare providers cannot just ignore the largest payer — the patient — or they will see the effect in their bottom line. n Sponsored by: About Zotec Partners Founded in 1998 by CEO T. Scott Law, Zotec Partners is the Indianapolis-based industry leader in specialized medical billing and practice management services for the hospital-based specialty market. Zotec Partners is committed to the continual pursuit of excellence in the physician revenue cycle management industry by delivering effective solutions through its proprietary technology, personalized service and measurable client results. Currently, the company serves more than 8,000 physicians in all 50 states.