And lastly, you need to instill in your front desk and back office staff the sense that they are as much a part of the patient experience as any of their colleagues dressed in scrub suits or lab coats. They are crucial to the collection process. A truly “customer-friendly” attitude is necessary, blended with clear, concise communications that serve to make patients aware of their financial obligations and willing to fulfill them.
It is foolish to depend on Congress to eliminate the financial trials and tribulations with which your medical group is contending. Still, I suggest you heed with words of a statesman from ancient Roman, Marcus Porcius Cato: “He who hesitates is lost.”
Tom Furr founded Durham, North Carolina-based PatientPay, the patient payment solutions company that offers a patented online billing, collection and reconciliation services that can be embedded in all current popular management and healthcare information systems, to enhance the productivity and profitability of medical practices, ambulatory networks and hospital systems.