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Getting Ahead of the Revenue Cycle Curve with Technology

Mark Snow, for HealthLeaders Media, June 7, 2010

As for the benefits of the system, Boos notes that, "In addition to increasing collections, the service instills patient accountability and increases their urgency to pay sooner. Moreover, the service improves our clients' patient-provider relations because of its professionalism and convenience."

Other outbound calling solutions are also available to help improve operational efficiencies, including interactive denied claims calls and patient appointment confirmation calls. Plus automated inbound voice response solutions allow patients to call in 24/7, and hear account balances, last payments made and to make credit and debit card payments in real-time.

"For CHMB and our clients, the pre-collection calling service has been a win-win," says Boos. "Our clients improve their collections by collecting more overdue payments more quickly, and we reduce labor costs by keeping CHMB employees busy with more productive work."

CHMB's patient statement services were another area Boos wanted to upgrade. "We had been working with a company that served our clients' patient statement needs for 12 years," says Boos. "But we weren't able to offer a solution that would enable a client's representative to view a patient's bill online while talking to them on the phone. This was very frustrating to our clients' patients. So in spring 2008 we switched to an electronic bill presentment solution that gave our employees the ability to view patients' bills in pdf format securely online. The application also allowed us to customize statements for our clients, including the organization's own logo, and they can include personalized letters and other insertions."

The electronic bill presentment solution also enabled users to process, print and mail patient billing statements.

According to Boos, "Communicating with patients electronically via e-mail and through a website enables interactive and convenient communications. Patients respond favorably—and more promptly—when their statements can be accessed from their computers. And the information is secure. Patients access their healthcare bills through a password-protected webpage.

"The pre-collection calling service and the electronic bill presentment solution have become key components of our clients' entire healthcare patient/member communications life cycle. These services have given us an edge over competitive billing companies."


Mark Snow is chief marketing officer and director of business development for PSC Info Group, a data management, printing and mailing technology and online solutions company. He can be reached at msnow@pscinfogroup.com.
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