4RESULTS OF A WELL THOUGHT OUT PLAN AND PROCESS Increase ED collectionsIncrease Patient SatisfactionIncrease Community AwarenessIncrease Clinical ParticipationReduce Accounts moving to Bad DebtGetting Signatures while patient still in-house
5CHAMPION THE CAUSE ADMINISTRATION REGISTRATION/PATIENT ACCESS PFS DEPARTMENT DOCS & NURSES SECURITY VOLUNTEERSWE NEED THE BUY-IN FROMALL DEPARTMENTS!STRATEGIC AND COORDINATED EFFORT!
7UTILIZING TOOLS AND RESOURCES STAFF TRAININGINSURANCE VERIFICATIONDATA SCRUB OF STATE DATABASESHOSPITAL COMPUTER SYSTEM NOTESPATIENT QUESTIONAIRE
8TRACKING & COLLECTION REPORTING Number of Patients seenNumber of Patients with amounts dueNumber of Patients with no money dueNumber of Patients paidCo-pays & Self Pay amounts dueCo-pays & Self Pay amounts collectedTotals
9STAFF COLLECTION LOGS Employee name and date Account number Patient nameC/P or S/PAmount dueRemarksAmount CollectedED or Medicaid
10SCRIPTING & FOLLOW-UP DESIGN PROPER TALK-OFF LETTERS FOR EACH SCENARIO BI-LINGUAL LETTERS BUSINESS CARDS “NOT A FINAL BILL” STAMP DOCUMENTATION ON SYSTEM RECONCILE – Receipts, money, credit cards, logs, notes, etc.
11PSYCHOLOGY OF COLLECTING RESPECTCOMPASSIONUNDERSTANDINGCOMMONALITYEMPATHYHONESTYFLEXIBILITYCARING
12WHY IS THIS IMPORTANT? 50% of hospital Bad Debt originates from the ED 20% of all ED patients are uninsuredUnder-Insured population fastest growing segment of those visiting the EDLow-premium/high deductible plans forcing people to gamble with their healthcareUp-front collecting accelerates cash flow and decreases bad debtResources provide for new ED equipment and increased funding for additional clinical staff