At most healthcare facilities, front-desk staff are the heaviest users of patient payment systems. They're usually the ones who guide patients through the process, balance payments at the end of day, and take on a number of related tasks. While administrators and managers access advanced payment solutions for a number of important reasons, their usage may be slightly different.
Aside from the different tools and tasks used inside patient payment systems, there's a critical role that admins and managers fill when it comes to these solutions: Encouraging use and adoption by your front-desk staff. When the employees who use healthcare payment systems most have the support of their leaders, they're more likely to use them correctly and to their fullest extent.
"How can managers follow through on training and encouraging staff?"
Getting Staff on Board
For facilities moving to a new payment solution, every staff member who's expected to use it has to be educated. Even when providers already have a system to collect and manage patient pay, new staff require training and some existing employees may occasionally need refreshers on additional features.
How can admins and managers follow through? The Business Journals recommended introducing employees to a new solution over time, helping them get on board without overwhelming them. By taking time to both provide training and explain why a new system benefits individual staff members and the business as a whole, both practical and strategic concerns are addressed. When front-desk employees learn that the automation incorporated in an advanced payment solution means less repetitive busywork in their day-to-day roles, there's a greater chance they'll start supporting the change. This is an especially positive element to highlight during training - the small amount of time spent learning a new system also means saving minutes and hours in the future.
The Harvard Business Review said it's especially important to get employees who serve as influencers among their peers and subordinates on board with a new payment solution early in the process. When staff members get behind a new system to process patient payments, others will follow suit. It's clear in situations where the solution is already in place. A new employee is more likely to quickly take to an advanced payment solution when their peers support it as well.