As per a reliable study that addresses the impact of hospital services on consumers, as many as 79% of the patients were found to be dissatisfied with the hospital’s billing services. It had been further construed that with various reforms in health care and technological evolution in the industry, the user-level experience of medical billing services in the provider’s office remains strongly connected with the patient’s satisfaction quotient. As such, physicians/ clinics/ hospitals looking for ways to improve their relationship with their customers (i.e. patients), may like to consider few of the following pointers to mitigate the negativity: -
1 – Eligibility verification of insurance details should be initiated as soon as appointment is fixed.
As per a reliable survey, a number of practitioners suffer from as high as 30% incorrect insurance verification. Faulty insurance verification not only results into inaccurate calculation of copays and deductible shares, but also causes medical coverage issues.
On the other hand, insurance companies are very particular about claims processing and even the smallest of mistakes can cause an insurance company to reject a claim. Under the circumstances, the provider’s office could either recruit additional front desk staff or outsource the task to a professional medical billing company at much competitive cost.
2 – Every single statement should be manually reviewed prior to sending it out to the patient.
Any incidences of incorrect/ incomplete or inconsistent information as regards patient cost-share, payment or coding posting errors, or EHR issues, must be identified and rectified before the information leaves the front desk of the provider’s office.
3 – There are 47 million US residents who don’t speak English fluently. As such, State and Federal levels require doctors to communicate with limited English speakers. Using Medical Translation tools can help capture the spirit and the intent of physician’s communication without any misinterpretations.
4 – Seventh Annual Billing Household Survey found that receiving paperless e-bills increases customer satisfaction by 46%.
5 – Provider’s office should digitally remind patients of bill payments and appointment schedules. This will avoid late or missed payments. In a recent survey by Fiserv, 76% agreed that digital bill pay reminders would enhance customer satisfaction.
6 – Patients should be allowed the option to make mobile bill payment. There is a growth of mobile bill payers by 69% in 2014.
7 – The Patient-centric online platform provides a transparent process where patients can see through every step of the process. This reduces patient’s anxiety as he/ she is updated on the progress of his/ her claim. Access to an online health portal is limited so far, but definitely on a steady rise.
8 – Most of the providers’ offices equipped with in-house hospital records management (software) system allow their patients to access their bill’s break-up online, which in turn estimates patient’s concerns.
Communication is the single most essential component that puts apart one provider’s office from another. Being able to focus much better on their core services (i.e. providing medical care to their patients), the provider’s office is able to provide a steady window to their patients to reach it in case of any query.