Patient-centric approach takes communication, flexibility and motivated staff


When it comes to revenue cycle, a patient-centric culture is the future. By the way, make sure you include your employees in that philosophy and understand how technology can help get there.

The dominant themes emerging from HIMSS18 when it comes to revenue cycle were all about putting the patient first and recognizing that it's people driving your revenue cycle operations.

Hospital executives must recognize what will be driving the healthcare industry from a patient and employee standpoint in the coming years and acknowledge the consumer-centric experience taking hold just about everywhere -- and, increasingly, that includes healthcare. The emerging philosophy around revenue cycle is that not only is it part of the overall care experience, but that it will bookend most episodes of care, with pre-authorizations, registration and taking of POS payments at the front-end and then post-care billing on the back end.


Revenue cycle leaders also can't forget that while new technology can help refine operations and expand capabilities, if the people who staff your department don't understand it or hate using it, you've wasted your investment. Choosing software that is intuitive and creates efficiencies will inspire more productivity in your staff. So it might not hurt to get their feedback or even give them a say in what technologies gets selected -- and do so as early in the procurement process as possible.

Finally, driving a successful revenue cycle department requires motivating and rewarding the staff who do the work. Since over the course of the next decade, consumerism will constitute a bigger piece of all industries, healthcare included, creating a system of performance monitoring, real-time feedback and employee rewards can inspire your rev cycle staff to work smarter and, in turn, that will benefit your system's bottom line.

"That's what makes a difference to that next generation healthcare consumer and employee," Sevenikar said.

Source: Healthcare Finance (View full article)

Posted by Dan Corcoran on March 20, 2018 07:48 AM

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