On The Big Bang Theory, when Sheldon removes the numbers from his apartment building to keep his girlfriend from finding him, the mailman tells him, “I’ve got your back, Jack.” A few years ago at a South African game reserve, Albert the Sheep saved an orphaned elephant’s life by keeping him company. Everyone likes a good “I’ve got your back” story; they make us feel warm and fuzzy and remind us of the value of helping others.
Over the past five years, the average patient deductible has risen by 47 percent and almost 50 percent of patients no longer have the liquid assets to cover annual deductibles higher than $2,500. While the front office is tasked with taking patient payments, they’re frequently working on multiple tasks when patients check in. That’s why it is extra important to have your front-office staff’s backs by giving them training and tools to support best practice patient payment processes.
Front-office staff usually face the same patient payment challenges over and over. For example, they may struggle with patient payment estimates, which are difficult to develop manually and may be inaccurate. They also hear patients’ concerns about making payments with new, higher deductibles.
You can have front-office staff’s back by automating patient payments as much as possible. Consider the following:
- A patient estimator tool can enable staff to generate written estimates with a single mouse click.
- A card-on-file solution allows staff to securely store patients’ financial card information to be charged up to the estimated amount after insurance remittance.
- Payment plan technology can enable staff to set up a recurring automated payment until the patient’s balance is paid in full—requiring no further manual work by your team.
Your front-office staff gives patients their first “welcome” as they arrive—have their backs by supporting the patient payment process! Download the webinar, I’ve Got Your Back: How to Support Your Front Office and Maximize Revenue Cycle Performance, for tips and strategies on maximizing patient payment revenue.