Questions Answered – Standardizing Best Practices for an Integrated Consumer Experience
How is this (or is face to face – or something like it) used in the Emergency room? Is it something that can be used at the bedside?
Yes, we record face-to-face registration conversations in the Emergency Department, either at the registration desk or at the bedside with a small microphone attached to our computer on wheels. The collections approach is often different in the ED than when a patient comes in for a scheduled case. Evaluating these conversations helps us adjust scripting and training to improve both outcomes and patient experience.
Did Texas Health Resources use Vyne for any other Best Practices?
Texas Health Resources has partnered with Vyne on many of our strategic initiatives including patient experience improvement, physician order management and denials management, among others. The ability to capture revenue cycle exchanges – voice, fax, image and data – and integrate it to the patient record supports many of these efforts. I would be happy to provide more information about these processes upon request.
Are you recording in-person registrations? How do you work around not recording the patient?
We are not restricted from recording the patient. Laws regarding two-party recording vary by state. If notice is required, some facilities play a message to inform patients that conversations are being recorded for quality purposes or place signs in registration areas for face-to-face recording.
What is a good place to start if we want to improve our consumer experience?
A great place to start is taking the pulse of your consumers and finding out what is most important to them. This will help set the direction and prioritize your initiatives. Even a small change can be a quick win and make a big difference to patients. Good ways to gather feedback are focus groups, patient surveys and patient portals.
What effort has had the greatest impact on improving your point of service collections?
Scripting and training staff in how to have financial conversations with patients has been an important step in improving our collections. By recording and playing back these conversations, we can check to see how staff are asking for payment – if they are accurately communicating estimates and presenting all information clearly. Listening to these recordings as a team gives staff confidence in how to engage patients effectively and has had a tremendous impact on our outcomes.
We’re looking to standardize best practices across our health system, what steps are recommended to begin?
Gather revenue cycle leaders, and identify the processes that are working well. Reference data such as patient survey scores, quality and performance data. Then find opportunities to replicate those processes across your system. Once you have something in place that works, monitor your teams to be sure they are adjusting. Record revenue cycle exchanges, and monitor them to gauge their effectiveness. Then provide training and support to fine-tune the process.
How can we create a more consumer-centric experience for our patients?
Consistency is key. Think of your organization as a brand like Starbucks. Every engagement a patient has with your organization should reinforce that brand – from the environment, to the staff, to the way care is delivered. That means every phone call, every visit, every document should reflect what your organization stands for. This takes clear and consistent communication, standardized processes and integrated technology across your health system. It won’t happen overnight, but small changes over time can make a big impact.