The Telephone Consumer Protection Act has undergone various clarifications over the years to keep up with emerging technology. As providers communicate with patients and disseminate messages to them, they must be aware of the latest clarifications so they remain compliant.
Terry Reinsager, vice president of technology at revenue cycle management services provider, MediRevv: Providers have been burdened and overwhelmed by the consent requirements for auto-dialing to mobile phones. The clarifications to TCPA have added a need for additional resources — money, technology, employees, time. Otherwise, providers are at risk of non-compliance. Further, patients may revoke consent at any time, which may leave the provider unable to communicate with the patient verbally.
In order to comply, a revenue cycle billing system should have separately identifiable fields to track mobile vs. landline phone numbers and consent vs. revocation, and all of this information must pass to any third party who uses the information to establish patient contact. An investment in robust, call center technology that drives right-party contact productivity will minimize your compliance risk while increasing the volume of successful, legal patient connections so that patient pay conversations can continue.
For more on the TCPA, access this story published by Becker's Hospital Review.
If you would like to share your RCM best practices, please email Kelly Gooch at kgooch@beckershealthcare.com to be featured in the "RCM tip of the day" series.
More articles on healthcare finance:
Texas hospital files for bankruptcy after $51.4M Aetna loss
5 health systems with strong finances
Wayne T. Smith says CHS exited 2016 a stronger company, despite ending year in the red