Tag: Point of Service Collections

How Hospitals Are Changing Revenue Cycle Processes Due to COVID-19

By: Beth Reed
Date: April 7, 2020
Category: Revenue Cycle
Filed under: coronavirus, COVID-19, financial assistance, Point of Service Collections, registration, remote work, scheduling

As an effort to understand what changes hospitals are making in response to COVID-19, HBI is currently surveying revenue cycle professionals on how their organizations have altered, might alter, or will not alter revenue cycle processes. The following are highlights of HBI survey results as of April 3, 2020. We will continue to update these […]

Making Costs Transparent for Patients: Q&A With HBI’s Noelle Wysocki

By: Enrique Bakemeyer
Date: March 18, 2020
Category: Revenue Cycle
Filed under: customer service, patient-friendly collections, Point of Service Collections, Price Transparency, Revenue Cycle Training

In the wake of new price transparency regulations, patients have questions about the cost of their care, especially what they owe out of pocket. Since high-deductible health plans are very common, many patients likely owe more than they had in the past. Healthcare organizations must be able to help patients understand the cost of their […]

Pulse Check: Educating Patients on ED Point-of-Service Collections

By: Samuel DePaz
Date: January 23, 2019
Category: Custom Services
Filed under: Claim Resolution, ED, ED Collections, Point of Service Collections, Pulse Check, Revenue cycle, Revenue Cycle Management, training

Recently, the question of putting up signage in the ED to educate patients on point-of-service collections surfaced. There is a lot of debate over this topic and whether it violates EMTALA or should even be done in the first place. For the purposes of this blog, I will review a couple strategies when considering putting […]

Pulse Check: Bolstering POS by Engaging in Community Outreach

By: Samuel DePaz
Date: October 31, 2018
Category: Custom Services
Filed under: Collections, Point of Service Collections, POS, Pulse Check, reduce A/R, Revenue cycle, Revenue Cycle Management

Recently, I have been hearing a lot about point-of-service collections being a top initiative within 2018 and heading into 2019 for providers. According to Healthcare Business Insights most recent benchmark, the national average of point-of-service collections as a percent of net patient revenue is 0.5%. This is down from 1.3% the prior month, giving organizations […]

Pulse Check: Leveraging WOW’s with ED Bed-side Registration

By: Samuel DePaz
Date: September 6, 2018
Category: Custom Services
Filed under: ED Registration, Point of Service Collections, POS, Pulse Check, Revenue cycle, Revenue Cycle Management

In a recent engagement, the HBI team observed front-end staff in the ED registering patients at the bed-side. One of the big items the team observed was that there were workstation-on-wheels (WOW) that were not being utilized within for bed-side registration. When staff were asked about not using the WOWs, they stated it was taking […]

Pulse Check: Improving Revenue Cycle Operations and Maintaining Patient Satisfaction – Common Pitfalls to Avoid (Part 2)

By: Elisabeth Callahan
Date: August 1, 2018
Category: Custom Services
Filed under: Debt Amnesty, Patient Financial Assistance, Patient Financial Experience, Patient Payment Options, Patient Satisfaction, Point of Service Collections, Price Transparency, Pulse Check

Last week I discussed two pitfalls we commonly see at hospitals that threaten patient satisfaction: confusing patient statements and delayed patient refunds. Continuing the focus on the patient financial experience, the list of pitfalls expands. Pitfall 3: Inconsistent point of service collections Time and again, HBI sees patient access staff fail to advise patients of […]

Pulse Check: Meet Your Point-of-Service Collections Goals with HBI

By: Noelle Wysocki
Date: July 18, 2018
Category: Custom Services
Filed under: Collections, Front-end Collections, Patient Liability, Patient Payment, Point of Service, Point of Service Collections, Revenue

The Landscape of Point-of-Service Collections A strategic initiative that is always top of mind for hospital executives is how to get more cash in the door. As health plans shift more financial responsibility to patients, the ability to collect that cash gets more difficult. Collecting from patients is difficult for many reasons, top among them […]

Pulse Check: Improve Your Bottom Line and Patient Satisfaction with Point of Service Collections

By: Andrew Minten JD
Date: June 6, 2018
Category: Custom Services
Filed under: co-pay, Collections, Patient Responsibility, Point of Service, Point of Service Collections, POS Collections, price estimates, Pulse Check, Self-pay

At an engagement we recently completed, the hospital was only collecting 76% of the total amount that could be collected at point of service (POS). This number falls far below the national average for this KPI. The performance stemmed from the fact that the hospital had inconsistent policies for POS collections and because some staff […]