Does Your Facility Create the Optimal Payments Experience?

Posted by Dawn Lunde on Thu, Feb 16, 2017 @ 08:31 AM

Does your facility have an efficient, effective patient payment solution in place?
Does your facility have an efficient, effective patient payment solution in place?

Patient payments are continuously increasing in importance to healthcare facilities. The trend is gaining steam, with the Healthcare Financial Management Association reporting that roughly 75 percent of healthcare providers now require payments at the point-of-service, Becker's ASC Review highlighted. More and more leaders in this industry are realizing the importance of collecting patient payments before providing care.

Beyond this effort to capture revenue early on in the process of treating a patient, there are also plenty of advances that make it easier to collect patient pay before and after service. That's why it's critical for all healthcare providers to create an optimal payments experience. There are two major elements in that equation: Your staff and your patient payment solution.

"Your staff drive a patient payment solution's success in many different ways."

The Indispensable Role of Staff
Whether in administrative roles, front-desk jobs or another position, your staff drive a patient payment solution's success in many different ways. One of the most obvious aspects is how their interactions with patients influence payments. Front-desk staff are on the front lines, serving as a vital touch point between your facility as a whole and its many patients. Staff that are well-trained and knowledgeable when it comes to payment options like pre-scheduled payment plans, online self-service payments and others are far more valuable than those who can't easily explain these processes to patients.

Staff need to have enough confidence understanding patient payment systems to not only accurately describe the steps patients take to successfully utilize them but also encourage their use. When your front-desk employees can describe the security, convenience and mutual benefit created by a pre-scheduled payment plan, they can have a very encouraging effect on patients. The same general idea holds true throughout the many patient payment options you may offer, from online self-service payments to card- and bank-account-on-file payments as well.

The Benefits Received in Return
The extra responsibilities your staff have to make a patient payment solution a success are more than balanced out by the efficiencies created by the system. On a facility-wide level, there are clear benefits. Healthcare providers who have partnered with Secure Bill Pay realize an average 18-percent drop in accounts receivable. They also obtain about 30 percent of patient payments online, an avenue that requires zero employee involvement due to the self-service nature of the process.

There are also benefits that make work easier for staff and create a more efficient workforce. A high degree of automation means staff spend less time on important but time-consuming or repetitive tasks. They then have more time available to use their skills on issues and workflows requiring critical-thinking and decision-making skills. Ultimately, you get more flexibility in scheduling employees for your facility as a whole, creating a positive return for everyone involved.

Tags: 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.
    Practice Administrator
    Orthopedic Spine Surgery Group
  • “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
    Large University Health System
  • "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
    Large Ophthalmology Practice
  • “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
    Large Nephrology Practice
  • "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
    Mid-size Ophthalmology Practice
  • "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.
    Director of Business Services
    Large Physician Group


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