Back on December 31st, Rajesh was a guest on the eHealth radio podcast, " Tackling the New Dynamics of Patient Revenue Cycle Management in the Era of Healthcare Consumerism with Eric Michaels. On the podcast, Rajesh touched on several topics related to the reality and after effects of patients now being the primary payer in revenue cycle management.
Rajesh started the interview by discussing the fast rise of patient as the primary payer of healthcare expenses due to the sharp increase in high deductible health plans (HDHPs), and the fact that practices need to find a way to adjust accordingly. There are several different payment methods to ensure that practices are optimizing patient payments. One that Rajesh mentioned, and Health iPASS uses, is allowing patients to keep a credit card on file (CCOF) to pay for any residual balances that may be owed post insurance claim adjudication. Not only does the CCOF help patients manage healthcare expenses, it can also significantly improve medical practice cash flow by quickly reducing days in accounts receivable (A/R).
With the rise of HDHPs, patients are responsible for more of their medical bill. As a result, price transparency is becoming increasingly important in the revenue cycle. Rajesh also discussed how as a result of higher out-of-pocket (OOP) costs, trust between provider and patient is more important now than ever.
“Every patient that walks into their [doctor’s office] wonders how it will impact what comes out of their pocket,” said Voddiraju, “Trust has been sorely missing in healthcare. We need to be getting more patients to believe in the billing process.”
Patients are also looking for greater price transparency and a breakdown of what they may owe for specific procedures once their insurance process the claim. That's why offering cost estimates pre-arrival, at point-of-service, at claim submission, and pre-surgery is critical to establish price transparency that builds patient trust and patient retention.
“Consumers are beginning to demand [price transparency]. There needs to be a very consumer-friendly way to making the technology.” Rajesh mentioned, “Both consumer and state/federal regulatory demands are requiring practices to rethink their revenue cycle from the time of scheduling all the way through providing and promoting price transparency.”
Additionally, Rajesh also talked about about the Health iPASS patient revenue cycle solution. Practices using the Health iPASS revenue cycle solution are recognizing 97% collection of residual balances when patients check in using the Health iPASS kiosk and place a CCOF. He mentioned how Health iPASS is taking advantage of the new technology to improve the revenue cycle for medical practices.
“Health iPASS has been able to leverage technologies such as machine learning to study information available in medical billing systems and present this in real-time at the point of service through a user-friendly, easy-to-understand patient revenue cycle solution that brings a level of price transparency to the consumer on the front end.”
Lastly, Rajesh discussed the future of healthcare. He has mentioned many times that automation and technology are at the forefront of the future for the patient revenue cycle in healthcare. In one of our recent blog posts, he reiterated that the use of artificial intelligence (AI) and robotic process automation (RPA) to streamline back-end practice tasks such as insurance eligibility and patient demographic checks, patient payment posting, and appointment reminders, will become increasingly common.
Health iPASS would like to thank Eric Michaels and the eHealth Radio Netwoek for having Raj on their program and allowing him to share the benefits of the Health iPASS revenue cycle solution. You can listen to the podcast by following this link. Read More
Here’s the good news! If you couldn’t view the webinar the first time around, you can now. The webinar is now available online. Here are some of the highlights from the entertaining and informative webinar on how to improve patient payment collection in 2019.
The panel touched on a lot of topics regarding the current state of the patient revenue cycle in healthcare. They discussed current patient revenue collection strategies—specifically what is and is not working--- and the difficulties of securing patient payment guarantees.
Additionally, the panel discussed the future of revenue cycle management. They talked about what is adding to the cost to collect, how the shift from fee for service to value-based care impacts future payment models, and how a medical practice can effectively address change management.
The webinar featured an informative discussion about several important topics in the healthcare revenue cycle. The main takeaway was that technology needs to be at the forefront of changes to the patient revenue cycle. Here are some of the panelists comments:
- “I think technology represents the future [of the revenue cycle],” said Eric Brodsky. “A more efficient way of applying it is the key.”
- The panel also mentioned how keeping up with the “status quo” of not using technology and delivering paper statements will ultimately sink medical practices, while also noting how use of technology has improved relationships with patients.
- “If status quo is your goal, you are not going to succeed. Everybody needs to be looking forward and changing that dynamic.” said John Hornberger. “We need to take advantage with patient revenue cycle technology, and through doing that we’ve been able to form a better relationship with our patients. We’ve moved from ‘traditional methods’ to technology.”
- “A lot of practices are still challenged with leveraging technology. The real issue is whether these practices are using these technologies to their fullest extent?” Eric Brodsky commented. “Paper statements are going by the wayside. You have to have multiple methods to be able to communicate with patients, whether it’s paper, e-mail, or even text.”
While all the panelists agreed that implementing these technologies are the only way to ensure practices collect most of the patient payments they are owed, they also talked about the hurdles that come with moving toward these technologies.
“The key for a successful implementation is educating the staff on why you’re doing it. Really explain to them where we are headed,” said Joe Clark. “Secondly is training staff and educating patients of the advantages of using card-on-file and kiosk systems.”
Downloading the Webinar
We have improved our website to give visitors easier access to Health iPASS content. You can find the webinar on our new “webinar” page under the resources tab. To listen to our informative webinar, visit the landing page and fill out the form on the page to get instant access to our webinars.
Has this webinar on how to improve patient payment collections motivated you to take action and explore your options? Let us know and we can set up a quick demo of our patient revenue cycle solution.
Ah, the beginning of a new year. It’s a time to look back and do some self-reflection on what worked for you and what didn’t in 2018. A new year presents the opportunity to make a change for the better (who doesn’t love that?). And of course, it’s a time of predictions and hopes for the coming year. Wondering what’s next for your patient revenue cycle? Let’s consult our resident expert, Rajesh Voddiraju, on his 2019 patient revenue cycle and patient payment forecast. He dusted off his famed “patient revenue cycle crystal ball” once again in order to provide the following insights.Read More