An Effective Point-of-Service Pays Off

Posted by Dawn Lunde on Tue, Jan 10, 2017 @ 08:31 AM

An effective point of service is vital to efficient operation.
An effective point of service is vital to efficient operation.

The point-of-service is a vital connection between healthcare organizations and their patients. Medical professionals only have so much time to discuss the business aspects of a patient's visit during a visit, since caring for them comes first. Facilities need an effective point-of-service to confidently collect payments in addition to the rest of the information they need to manage. In an ideal situation, the point-of-service informs and works with patients, securely collects payments, and offers a touch point for patients inside and out of the facility.

The point-of-service has to be a major point of focus for providers to ensure a high degree of captured revenue.The point-of-service has to be a major point of focus for providers to ensure a high degree of captured revenue.

Front-Desk Staff Need to be Proactive
A great way to be proactive is by calling patients ahead of time or speaking to them about payments when they come up to the front desk to check in. When they broach the subject and share some basic details, it's simple for your front-desk staff to point them toward a solution that works best for both parties. Even for something as simple as forgetting a way to pay when they visit, it's easier to address the issue and make a plan of action right away.

However, equally proactive patients are a relatively rare breed. Some patients won't reveal issues they know of unless they're prompted, and many others simply won't plan on their payments before it's absolutely necessary. That's why front-desk staff have to understand how to both draw information out of patients and guide them toward mutually beneficial solutions. They also have to share information about payment responsibility, with both new and existing patients. The good news for healthcare providers is advanced payment solutions facilitate a wide variety of payment types which offer tools like payment plans, giving patients more flexible terms.

There are also recordkeeping and accuracy items when it comes to the point-of-service. Staff should have the ability to easily and securely record payments, limiting the need for manual data entry and potential for errors. There's also the concern of dealing with inaccurate or duplicate payments. This is another area where payment solutions come into play, offering tools to complete both tasks to make the point-of-service even more effective.

Tags: Payment Processing, Payment Strategies

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  • "We have so much more information available to us with SBP than with our previous service. It's offering our patients more flexibility, and happier patients are much more pleasant for our Billing Office to deal with."

    - Kurt A.
    Revenue Cycle Manager
    National Imaging Center
  • "The staff at Secure Bill Pay have been an excellent revenue cycle partner in assisting us with setting up our processes, helping us review and analyze our results and identify opportunities at our various locations. They partner with us to identify new solutions and services as we have grown. The reliability for payment processing has been very good and our requests for Customer Support are handled very timely and thoroughly."
    - Kathleen J.
    Central Business Office Manager
    Multi-Hospital & Clinic Health System
  • "Our volume of patient credit/debit card payments increased by 44% in the first month of the service compared to that same month a year prior (with the same patient volume). We attribute that to now having online bill pay and better ability to collect at the POS for all of our locations [where we had not been before], even the outreach sites!"
    - Terry M.
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  • “I’ve been shocked with the success of the online bill paying program... Patients come to us in acute health care situations. Bill paying is not their highest priority. We didn’t expect so many patients to use Secure Bill Pay so quickly, but the statistics speak for themselves.”
    - Beth M.
    VP Revenue Cycle
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  • "Before Secure Bill Pay, online bill pay only accounted for one percent of our payments. After just six months of using Secure Bill Pay’s no-login solution, that number reached 10 percent."
    - Jen R.
    Finance Manager
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  • “The nice part about Secure Bill Pay is the breadth of tools available to manage the entire patient pay process. But the best part is the outcomes we’ve seen, including year-over-year double-digit increases in patient pay revenue that are not wholly due to industry or volume changes.”

    "The integration with our PM/EMR software is simply icing on the cake."

    - Steve M.
    Director of Business Services
    Large Integrated Health System
  • "Senior Management is thrilled with the numbers coming through due to our implementation of Secure Bill Pay."
    - Kim W.
    Business Office Supervisor
    Inpatient & Outpatient Psychiatric Facility
  • "The system was received with open arms at each clinic. All had a few questions at first, but as you said, it was simple to get comfortable."
    - Sue C.
    Practice Manager
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  • "Secure Bill Pay has streamlined our credit card process. It has been beneficial from a processing end to a storage and search of record end. Certainly saves us time!"
    - Jackie F.
    Business Office Manager
    Dematology Practice
  • "It is easy to talk about a product and service we are totally happy with!"
    - Cheryl M.
    Practice Manager
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  • "We're impressed. Thank you for not being afraid of any question we may ask and answering it in a straightforward manner. This gives us more confidence."
    - Grant E.
    Revenue Cycle Manager
    Large Dermatology Clinic
  • "Secure Bill Pay  is a much more efficient option for collecting patient payments... It is a forward thinking approach for healthcare revenue. Dynamics have switched where we all need to think and act like a business versus a service."

    - Julie H.
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