Enhancing Quality of Face-to-Face Encounters for a Better Consumer Experience

Floyd Health shares its innovative strategy to ensure the quality of patient encounters in registration.

Floyd has implemented face-to-face recording from Vyne Medical® and a QA process to score the quality of these face-to-face interactions. Representatives are scored in 7 key areas, and monthly quality scores aggregate into annual reviews. Over a period of 18 months, Floyd’s Patient Access team has improved its quality metric from 70 percent scoring a C or below to 90 percent scoring an A in the last two months. The team has achieved this while exceeding goals for collections.

Learn about Floyd Health’s quality review program and outcomes in patient experience, staff support, compliance and more.


  • Evaluate a comprehensive quality review program for Patient Access and its impact on patient experience, point of service collections and denial management.

  • Consider the use of face-to-face recording to hardwire best practices in patient financial communication.

  • Discuss criteria used to score the quality of patient interactions in pre-service and at the point of service.


  • Scott Overholt, Chief Development Officer, Vyne Medical

  • Yolanda Miller, Director of Patient Access Services, Floyd Health