A recent white paper by The Beryl Institute and Revenue Cycle Partners has found revenue cycle processes can have a significant impact on patient experience.
The report suggests that good customer service displayed with patients throughout the revenue cycle is often more easily recognized by patients than quality healthcare and can lead to increased patient satisfaction.
A typical hospital revenue cycle includes the coding of services, verification of insurance, third-party payor contract, financial counseling, billing, payment or follow-up and collections.
According to the report, hospitals interested in improving the total patient experience should include revenue cycle processes in organizational initiatives.
Several steps healthcare leaders can take to help positively influence the patient experience include:
"Healthcare organizations must recognize that efforts to improve patient encounters – whether in quality, safety or experience – require an investment in action and commitment throughout the entire organization, not just in the clinical setting,” said Jason Wolf, executive director of The Beryl Institute. “Improving the patient experience is a systemic issue. This white paper offers a broader perspective on where patient perceptions can be impacted and encourages cross-departmental conversations on how improvement efforts can impact both financial performance and outcomes.”
The white paper, titled, “The Revenue Cycle: An Essential Component in Improving Patient Experience,” is available for download at www.theberylinstitute.org.
Read more coverage on The Beryl Institute:
- Study: Hospitals' Use of Interactive Technology Improves Patient Satisfaction
- Survey Shows Patient Experience Is High Priority for Hospitals
The report suggests that good customer service displayed with patients throughout the revenue cycle is often more easily recognized by patients than quality healthcare and can lead to increased patient satisfaction.
A typical hospital revenue cycle includes the coding of services, verification of insurance, third-party payor contract, financial counseling, billing, payment or follow-up and collections.
According to the report, hospitals interested in improving the total patient experience should include revenue cycle processes in organizational initiatives.
Several steps healthcare leaders can take to help positively influence the patient experience include:
- Teach employees interpersonal skills;
- Educate employees on the organization’s patient experience initiatives;
- Establish patient loyalty as an organizational goal;
- Use technology properly at all points along the care continuum; and
- Ensure outsourced business providers understand the mission to improve the patient experience.
"Healthcare organizations must recognize that efforts to improve patient encounters – whether in quality, safety or experience – require an investment in action and commitment throughout the entire organization, not just in the clinical setting,” said Jason Wolf, executive director of The Beryl Institute. “Improving the patient experience is a systemic issue. This white paper offers a broader perspective on where patient perceptions can be impacted and encourages cross-departmental conversations on how improvement efforts can impact both financial performance and outcomes.”
The white paper, titled, “The Revenue Cycle: An Essential Component in Improving Patient Experience,” is available for download at www.theberylinstitute.org.
Read more coverage on The Beryl Institute:
- Study: Hospitals' Use of Interactive Technology Improves Patient Satisfaction
- Survey Shows Patient Experience Is High Priority for Hospitals