Shannon Ducat of ProMedica Health explains how the health system has created a "seamless" patient arrival experience by integrating a centralized, remote pre-registration team with self-service technology.
While technology offers powerful tools for patient engagement, it cannot completely replace the human touch needed to navigate complex registration and financial conversations. ProMedica Health has found success with a hybrid model that blends people and technology to create a more efficient and patient-friendly pre-service experience.
In this episode of HL Shorts, Shannon Ducat, AVP of Patient Access at ProMedica Health, explains how her organization created a centralized pre-registration department to handle key tasks days before a patient’s visit, resulting in a "seamless" arrival process and greater accuracy.
Luke Gale is the revenue cycle editor for HealthLeaders.
KEY TAKEAWAYS
ProMedica created a centralized, remote pre-registration department that calls patients five to ten days prior to their service to handle registration and financial conversations.
After the call, a self-registration link is sent to patients, allowing them to review their information, sign consent forms, and make payments via the portal.
This integrated "people and technology" approach creates a "seamless" day-of-service experience where the patient only needs to worry about their appointment.