In this webinar hosted by HFMA, leaders discuss Standardizing Best Practices in Patient Financial Communications.  The panel includes Yvonne Chase (Manager, Patient Access and Business Services, Mayo Clinic), Patti Consolver (Senior Director, Patient Access, Texas Health Resources), and Michelle Fox (Director of Revenue Operations & Patient Access, Health First).  Together they share the strategies and best practices they use for their revenue cycle teams that have produced successful outcomes in their hospitals.

Key elements for discussion

• Interactions—The orchestrated touch-points of people, processes, policies, communications, actions, and environment.

• Culture—The vision, values, people (at all levels and in all parts of the organization) and community

• Perceptions—What is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc.

• Continuum of care—Before, during and after the delivery of care.