Standardizing Patient Financial Communications to Improve Consumer Experience
About Lowell General Hospital
Lowell General Hospital is a not-for-profit community hospital serving the Greater Lowell, Massachusetts, area and surrounding communities. The system offers a full range of medical and surgical services with two primary campuses located in Lowell, two Emergency Departments and series of satellite locations. Lowell General Hospital is a member of Circle Health, which along with Tufts Medical Center and Hallmark Health, comprise the Wellforce Health System.
Lowell General’s mission, “Patients First in Everything We Do,” was the foundation for its efforts to improve the consumer experience. No matter what role or position, the team strives to take the best care possible of patients, and meaningful financial conversations is a significant part of that.
Population Snapshot of Lowell General Hospital [FY2016]
Patient days of care provided
Average length of stay
Diagnostic imaging procedures
Radiation therapy procedures
Outpatient clinic visits
Lowell General’s Patient Access Structure
Patients First: Where are the gaps?
At the start of its journey, Lowell General began to examine barriers to achieving its mission of putting patients first. In the revenue cycle, leaders identified the following gaps in its efforts to standardize patient financial communication:
- Staff is not following standard procedures
- Patients are told different things by different staff members
- Varying levels of staff buy-in to the process
- Lack of knowledge among staff about what to say to patients
- No clear approach to teaching staff how to talk with patients about financial obligations
A Lean Journey in Action
As a lean hospital, Lowell General created a plan to hardwire patient financial conversations by helping staff understand what to say to patients and why.
Conversation: Staff Buy-In
Efforts began in the ED, which can be one of the most difficult areas to manage patient financial conversations and collections.
Lowell General is leveraging technology to standardize patient financial communication and improve the revenue cycle consumer experience. The following are the key technology capabilities that support the process.
Upfront Patient Estimates
Giving patients accurate upfront patient estimates requires access to patient benefits such as copays, coinsurances and deductibles. This process depends on a consistent approach to documenting the following activities: *
- Verifying demographics
- Conducting QA of registration
- Securing authorization and notification
*Gathering this information upfront and documenting it minimizes initial denials and write-offs, reducing workload for the billing office as well as the cost to collect.
Payment Access Points
A positive consumer experience depends on providing a variety of options for patients to make payments. Examples include:
- Online payment portals
- Pre-service education
- Point of service reinforcement
Being able to offer robust financial assistance with payment plan options and discounts is a must. To do that, hospitals need the ability to:
- Search for insurance coverage options and charity opportunities
- Set up payment plans that fit within a patient’s household budget
Monitor Patient Touchpoints
To ensure consistency across departments and facilities, providers need methods to monitor financial discussions with patients. Technology that supports this includes:
- Recording phone calls and in-person conversations with patients
- Indexing recordings to the patient for retrieval and playback
- Scoring interactions for quality assurance/performance improvement
Point of Services Collections
As part of its efforts to standardize patient financial communication and reduce bad debt, Lowell General closely monitors point of service collections and makes continuous efforts to improve.
Lowell General’s efforts to standardize patient financial communication and improve the consumer experience have resulted in improvements in point of service collections and reductions in DNFBs. The health system was also recognized by HFMA as a MAP Award recipient for two consecutive years.
- 1-2% monthly overall improvement in POS collections
- Reduction in DNFB (Discharged not final billed) from 4.5 at FY2015 to 2.5 at FY2016 due to reduction in outpatient coding delays
- Recipient of HFMA’s MAP Award for high performance in revenue cycle for two consecutive years, recognizing achievement of industry standard benchmarks, patient-centered best practices and outstanding patient satisfaction.