Are you making these common mistakes and pitfalls in implementing your RCM solution?
People in the medical industry often face these healthcare challenges. Luckily, we have just the solution to help you get through it, even during a pandemic.
In the coming years, we should see improvements in RCM processes and workflows thanks to technologies like artificial intelligence, automation, and outsourcing.
Every physician knows that when patients are happy they are likely to become their most loyal advocates. Making your patients happy is important not just because it affects patient retention and clinical outcomes but because they also need emotional support and care at every stage of the treatment. Right from the time when patients enter your facility to the day they return home, it is your facility’s responsibility to offer assistance and care for leaving a lasting impression.
Especially with the influx of people visiting hospitals amidst the COVID-19 pandemic, taking care of each and every patient, may it be a Suspected Case, Probable Case or a Confirmed patient are all equally crucial. These people are not only looking for diagnosis and treatment but are also seeking assurance that they can overcome the novel virus.
When a healthcare provider leaves an excellent first impression on patients, they can promote their services through word of mouth or social media channels.
Thanks to these new and unique platforms, health practitioners can enjoy steady growth. Today’s businesses can expand their services through social media marketing and promotional campaigns both online and offline. However, that does not undermine the role their patients play in promoting their services.
Word of mouth promotion and testimonials work better than ads because people pay more attention to the experiences of their friends and relatives. That’s one of the reasons why this type of promotion yields consistent and profitable outcomes.
When your happy customers become your most prominent and most influential advocates, they convince their friends, family, and network connections to try out your services at least once.
In addition to providing quality services to your patients, here are some of the most useful tips through which your customers can become your strongest advocates.
Outsource Patient Concierge
The amount of patient inquiries, appointment setting, medical history taking, organizing patient’s records up to medical claims and billing coming in on a regular day is already in large volumes. But during health crises these numbers spiral up to twice the expected figure. When you outsource patient concierge, you work with specialists who assist patients during their first or 100th interaction with a medical facility taking care of not just medical claims but also assist patients with other medical related concerns.
Outsourcing companies can offer flexible and customized solutions to optimize your business. Whether you need a small or large team of healthcare specialists such as Patient Concierge Specialists, Nurse Triage Experts, Clinical Abstractors, Medical Review Specialists, Medical Billers and Coders among others can take care of many operations from telemedicine to medical billing and claims management up to appointment setting. By taking care of your patients you can then focus on improving your core services.
These qualified professionals answer the inquiries and concerns of your patients and facilitate them in completing their check-in processes. Partnering with a company who builds great teams of patient concierge specialists can help you provide an ultimate patient experience to your expanding business.
Engage New Patients
Do not lose the opportunity of making a new patient your brand ambassador. Whenever a new patient walks into your clinic, facility, or hospital, make sure you leave a lasting impression. Greeting your patients the right way also plays a crucial part in making a new customer happy. Make some effort to know them better so you can provide a more personalized treatment plan.
A hospital’s management or staff performs various tests and tasks on every patient and the best approach your staff should take is to explain each step of the way. This technique helps patients to relax, and they do not feel uncomfortable during any aspect of the treatment.
Generally, it is the little comments and small gestures that go a long way to make your patients feel safe and happy. Whenever a doctor or a staff member is discussing any health conditions, he/she should make eye contact with the patient. Remember to put yourself in their place. How would you feel, and what would you expect out of healthcare providers and medical treatment you ought to receive?
Our emphasis should be on fostering and nurturing patient-clinician relationships. Caring for patients when they need it the most helps medical facilities to create and retain patients. During the treatment, medical professionals may need to break the bad news to the patient or his family. Showing empathy and care can help patients cope up better and value your services even more.
Create Targeted Content on Social Media
When you interact with your patients online, remember to provide correct, useful, and unbiased information. Focus on producing the most relevant and only high-quality content for your audience. Research the standard terms and keywords that a large part of your audience uses to search every day. Use these keywords as a guideline to create tips, messages, articles, blogs, and posts for educating your patients.
Creating a social media calendar will help you post different types of content throughout the year. When you offer valuable content to your patients, it builds your credibility. Your audience awaits your posts and shares your content within their network.
Share Tweets and Posts
Apart from creating your unique content, your team should carefully choose success stories and your patients’ experiences online. You can also encourage your satisfied and happy patients to spread the word by sharing their experiences on your pages.
Sharing content that your patients create is digital gold. This type of content is authentic, generates leads, and promises organic traffic to your business website. Testimonials on LinkedIn, Facebook, Twitter, Instagram, or other channels and sharing uplifting stories grab the attention of potential customers.
Offer Excellent Services
No tweets, likes and posts will offer long-term results if you do not provide excellent services. Your patients will never become your advocates if you fail to diagnose their symptoms or mistreat (reword – positive) your patients.
A great team works because every team member shares the same goals and visions to achieve targets. If you want to be a household name, your team must work with an open-minded approach for improving and offering transparent services. Remember that customer advocacy is rooted in patient satisfaction and the best services.
When you provide state-of-the-art services to your patients, they automatically become your biggest cheerleaders.
Take Pleasure in Your work
Take the history of any successful healthcare provider or hospital, and you will find one thing in common. They all love serving humanity. Although practicing medicine and/or running a medical facility is a type of business, you will be challenged to accomplish any long-term goals if you don’t do it with all your heart.
Providing care is the top priority of any healthcare facility. It contributes to a positive patient recovery experience for improving the mental and physical quality of life for patients with various health conditions. Having the right team to work on non-care related tasks will allow you to focus on offering personalized care that can help patients overcome anxieties and their natural fears.
Acknowledge Negative Feedback
We all make mistakes at some point. The best way to rectify a mistake is to acknowledge it as soon as possible and make amendments if possible. Never cover up an error or place the blame of any wrongdoings on your patient.
In many cases, social media becomes a warzone for nasty comments. Avoid confrontations, be kind always and request all online users to file a complaint offline so that your management can look into the matter. Partnering with professionals who know how to respond to such comments is the best way to avoid creating any problems because they know how to resolve a conflict without offending not just the patients, but their visitors as well.
When your goal is to have an easy and wonderful experience with your patients, you must make every effort to create a great first impression and follow-through with that. Acknowledging a delay or a full reception room will only make your customers value your credibility more.
Exceptional patient service, an unwavering commitment to provide the best medical health facilities, fostering relationships, a peaceful environment and creating a wonderful experience can turn your customers into your advocates.
Outsourcing patient concierge services can help you focus on providing an outstanding patient experience all the while saving up to 70% on operational cost. Also, in any unforeseen events such as calamities and health crises, partnering with an outsourcing company ensures a continued flow of business. You can consider it as your business continuity plan. When you pay attention to all the factors that contribute to your growth, you generate not only more revenue but happy customers who can promote your business.
At Infinit-O, we understand how important relationships are in any business. A bad complaint from one patient can affect your reputation if not addressed quickly and effectively.
By offering to build you a great customer service team, we assure you that your patients will not only have the best experience at your facility but your healthcare staff will be able to focus solely on patient-care.
At Infinit-O, we build great teams. Our aim is to create long lasting partnerships and endless opportunities for your business to grow. We render a strong combination of business consultancy, process optimization, and outsourced services; all utilizing the latest technology to provide excellent value for our clients. We are ISO-certified, HIPAA– and GDPR-compliant, so your company and data are safe with us.
Let’s work together to Build a Great Patient Experience Team.
We can start small or large and exceed expectations. Think Infinitely. Think Infinit-O.
According to the January 2013 report of international business advisor and research firm Everest Group, the healthcare BPO is a “hidden jewel” of the Philippines, having grown fourfold over the past two years. The Philippines healthcare BPO’s revenues increased from $102 million in 2010 to $460 million by the end of 2012, making it one of the fastest-growing sectors in the IT-BPM industry of the country. And it’s not slowing down anytime soon — the report also cited that by the end of 2016, the Healthcare Information Management (HIM) sector targets to achieve $1 billion in revenues and employment opportunities to 100,000 Filipinos.
The 4th Healthcare Information Management Outsourcing Services Congress (HIMOSC) last November 12, titled “Intensity 10: Propelling Healthcare Information Management to Exponential Growth”, provided a venue for key industry players, providers and the larger business community to address issues and trends in healthcare outsourcing towards exponential industry growth. One of which is the impact of healthcare reforms on the healthcare industry, that was discussed in the session “Harnessing Opportunities in Healthcare Policies.”
Healthcare regulations and laws such as ObamaCare, Medicare Modernization Act, Health Insurance Portability and Accountability Act (HIPAA), and the recently-signed Philippine Universal Healthcare law, are opening up great opportunities for the continued growth of HIM industry in the Philippines. But how will the industry deal with the challenges that arise from it?
According to Jeffrey De Jesus, Infinit-O’s VP for HIM and Client Solutions Group and a panelist for the healthcare policies discussion, the projected 100,000 employment opportunities and $1 billion revenue by 2016 are doable, “as long as we have the proper information, formation, transformation, and education. The Philippines has to become an ideal place for HIM. We have to help people understand that there’s a job opportunity here.”
De Jesus was joined by the Department of Health (DOH) Undersecretary Hon. Teodoro Herbosa and HCCA Health Connections Vice President for PH Operations Michael Burbach in the panel. The discussion included queries about several regulations and laws related to the global healthcare industry, specifically ObamaCare. De Jesus states, “It opens a new horizon of opportunities. There are US companies that are looking for services that don’t yet exist.”
For proper information, the industry must have all the details to provide the best possible solution. DOH’s Undersecretary Herbosa says, “Understand what the government is doing for healthcare so you can offer the right solution”.
For proper transformation, De Jesus cites a challenge of, “making the Philippines as the ideal place for HIM”. In an article citing Dr. Josefina Lauchengco, president of the Healthcare Information Management Outsourcing Association of the Philippines, she said that “The Philippines’ competitive advantage in the growing Healthcare BPO sector is built on the availability of talent pool, strong cultural affinity with the United States, and medical know-how that leads to good customer interaction skills and efficient delivery of niche services.”
De Jesus also adds that there’s a need to “help healthcare/medical people to understand that there’s a job opportunity here in the Philippines.” Since 2001, the Philippines has produced over 1,000,000 nursing graduates, yet a lot of them are forced to take a different path because of the lack of job openings in their chosen degree. There is a need to raise awareness among unemployed Filipino in the healthcare industry that there are alternative career opportunities provided by the HIM sector.
No matter how cliché the statement, “Health is wealth” can be, it is definitely something that each individual should take into account. Need not worry though, because we can provide your medical institution all the assistance you’ll need through our exceptional patient services such as billing, coding, and even back-office responsibilities.
The global healthcare industry’s interest in outsourcing has grown massively in recent years due to the industry’s drive to reduce costs while still being able to provide quality healthcare service.
Before, the industry limited their outsourcing to medical data entry and medical transcription. But with the growing awareness that outsourcing has greater benefits for healthcare organizations and hospitals, many are looking into outsourcing healthcare information management systems, clinical research, Big Data, medical billing, and IT needs to keep patient data secured among many others.
According to Jonathan Clarke, Assistant Professor of Health Policy and Administration at Penn State University, “Outsourcing is something we should think about, especially when it fuels efficiency and expands access to healthcare, but we need to be intelligent about it so as not to put patient safety at risk.” He also stated that around 90% of the hospitals in the Unites States are outsourcing some services particularly radiology services.
We list down five reasons the healthcare industry should think more about outsourcing their non-medical operations:
According to Tom Lowery in his article entitled 8 Ways Outsourcing Can Help Hospitals and Patients, US hospitals leave about $125 billion on the table each year because of poor medical billing practices. He adds that 80% of medical bills contain errors. One factor that contributes to this is that some hospitals are not updated with currently changing billing rules and regulations. With outsourcing, healthcare organizations can have a dedicated team of trained professionals that focuses on billing purposes.
Healthcare organizations that outsource their processes don’t also need to worry about shelling out extra money for education, software or staff training since the outsourcing partner sees to it that their employees are up to date with the latest changes in standards and regulations.
There is no need to spend time finding trained professionals for healthcare processes because they will be ready to take on the job as soon as an outsourcing partner is signed in. Employee acquisition and retention isn’t also a concern anymore since these will be handled by the outsourcing partner.
With an outsourcing partner taking care of looking for a healthcare organization’s staff and training them, healthcare providers will be able to focus on the more important things in the business – in this case, giving the best quality of care for patients. Outsourcing will help providers to lessen their tedious administrative and managing workload, and allow them to provide a positive patient care experience and improve on it as well.
The biggest advantage of outsourcing healthcare services is the reduced costs in healthcare operations. Outsourcing brings in huge savings with its low-cost manpower and infrastructure. Healthcare outsourcing can help save companies 30-60% of costs. Aside from taking care of staff acquisition and retention, having an outsourcing partner also reduces excess administrative costs since the direct benefit of outsourcing is financial surge.
In the next few years, the Philippines is set to become the top healthcare outsourcing destination thanks to its massive qualified workforce, infrastructure, and technology. The country’s outsourcing industry has grown over the recent years and is forecast to hit $2.4 billion in revenue in 2016.
“The Philippines right now, with the way you’ve been able to show how successful you can be with other industries with BPO and other areas, healthcare is the industry where you could play the mark of the world leader,” said public sector and healthcare leader at PricewaterhouseCoopers (PWC) Southeast Asia Consulting.
With our extensive list of outsourcing services available, medical providers—either a Healthcare Payer or a Healthcare Provider, or those belonging to the Software-as-a-Service (Saas) industry or the Pharmaceutical industry, all of these can trust us with everything they need. Being ISO 270001:2005 certified, ISO 9001: 2008 Certified and Six Sigma qualified, we guarantee nothing but the best when it comes to improving your services.
As the demand for quality care increases and medical costs continue to spike, outsourcing has become a trend in the growing healthcare information management (HIM) industry. At present, many hospitals and health systems choose to outsource their medical transactions and processes such as back-office tasks and medical transcription and billing to third-party firms. But still, whether or not outsourcing healthcare services is bad remains a disputed issue.
In a recent article, Penn State News quoted Jonathan Clark, Assistant Professor of Health Policy and Administration at Penn State University, as saying that around 90%of hospitals in the United States are now outsourcing some portion of their radiology services. He also points out that hospitals are also outsourcing in other areas including their anesthesiologist staffing and emergency physician staffing.
Companies can save money with outsourcing and even improve their capabilities, according to Clark. “I believe outsourcing is something we should think about, especially when it fuels efficiency and expands access to health care, but we need to be intelligent about it so as not to put patient safety at risk.”
It turns out more healthcare providers are finding new ways to lower costs without compromising patient care. Healthcare Purchasing News has published an article that talks about removing some of the taboos associated with the outsourcing of products and services in healthcare.
Quoting Niklaus Fincher, Vice President of VHA Inc., the article said reprocessed single-use devices can significantly improve an organization’s operating limits. Many other healthcare systems are also stepping up efforts to outsource products and services that allow their organizations to function optimally in a continuously changing environment.
Along with its growth are challenges that drive healthcare providers to outsource their medical processes. One of which is the increasing pressure to lower health maintenance costs while meeting the government standards in providing medical services. These challenges have made support functions of hospitals and health insurance companies expensive to maintain, so outsourcing has aided in those areas while hospitals focus on their main duty, which is to give direct care to patients.
Also by outsourcing, hospitals and health systems no longer have to maintain an in-house department or own a typing platform and dictation system. Thus, expenses previously allocated for equipment and people were devoted to improving the core health services, instead of spending on transcription-related manpower and facilities.
On top of all, some of the most common billing issues patients face such as getting charged for more than the insurance limit, being billed twice for one treatment, being billed for the wrong medicine, and getting unexpected charges, are now eliminated with the help of a well-structured system of an outsourcing provider.
Kaiser Permanente (KP) is the largest non-profit and non-governmental integrated health care delivery system in the United States. European countries are closely looking into it as a model for their own healthcare systems. This structure, known as Kaiser Permanente’s Health Care Model, provides its 8.7 million members and patients with high-quality, cost-effective care.
It is remarkable that Kaiser Permanente can achieve such seamless integration and strong results even if it is not one organization but several cooperating entities. It operates in nine states and the District of Columbia and comprises of 8.7 million members, 14,000 doctors, and 160,000 employees. About three-quarters of these members and employees reside in California, where the company began in 1945 and has its headquarters. The program owns and runs 421 medical office buildings (for ambulatory care only) and 32 medical centers (hospitals with ambulatory care).
Bernard J. Tyson, Kaiser Permanente’s CEO, shares that this is feasible because all their employees, from its physicians to its administrative employees, share a common vision: to deliver coordinated, comprehensive, cost-effective health care that keeps patients as healthy as possible.
Kaiser Permanente coordinates primary, secondary, and hospital care; places a strong emphasis on prevention; and extensively uses care pathways with the help of technology using a strong IT system and electronic medical records.
From primary, secondary, chronic disease management, ambulatory care to medicine dispensing, rehabilitation and therapy and support groups – patient care is integrated. A patient comes in at Kaiser Permanente and can get a consultation, surgery, therapy, and medicines all in one place. Care pathways have protocols involving all aspects of patient care, having multidisciplinary teams in each area. Roles and accountabilities are clearly defined in care pathways’ protocols.
For example, physicians play a part in patient care but nurses, pharmacists, and other team members are closely involved. From check-in to discharge and even follow-up treatments or consultations, the care pathway is always consulted, different and personalized for each patient.
Integrated care requires everyone involved in the patient’s care to work as a team. Each team member must focus not only on the particular treatment he or she is providing but also on the entire care pathway.
A strong IT system is critical to making sure care pathways are followed and consulted. Patients can seek medical care across all Kaiser Permanente hospitals and accredited centers and their records and care pathways (history, treatment, maintenance, etc.) can be accessed and referred to. This is the power of KP HealthConnect. It facilitates the care pathways – bearing documentation templates, alerts, reminders, and other clinical-decision support capabilities.
KP HealthConnect has also given the health care system in Kaiser Permanente with so much information (known as big data). Whereas it was originally built to be an access point for patients’ electronic records, physicians saw the value these data can bring to research and development. They developed registries for diseases, allowing them to do research, spot trends, do preventive measures and improve care pathways.
Kaiser Permanente intensely focuses on prevention, health education, and care management. Using these programs, they have systematically reduced the death rate from cardiovascular disease and colon cancer significantly below the California average.
They recognize that even the best care pathways will be unsuccessful unless patients take active responsibility for their own health. This is one of the reasons KP works so hard to ensure that care delivery is seamless. They encourage patient involvement by giving them electronic access to their health information and letting them consult their physicians via e-mail. They are continuously improving to help build relationships with patients, leading to trust. KP wants to make sure their patients trust and believe in them – which they can help them stay healthy and live longer.
A combination of a strong, functioning IT system with a secure data environment, strong end-to-end care pathways and a focus on patient involvement create integrated care.
No matter how cliché the statement, “Health is wealth” can be, it is definitely something that each individual should take into account. Need not worry though, because we can provide your medical institution all the assistance you’ll need through our exceptional patient services such as billing, coding, and even back-office responsibilities. Learn more!
Healthcare companies use Revenue Cycle Management (RCM) processes as a way to organize a patient’s journey from registration to reimbursement, but it doesn’t necessarily mean it’s an easy list of things to do. RCM staff often encounter problems that put the business at risk of patient distrust or legal charges. This brings leaders to find solutions on how to improve their RCM process and maintain quality healthcare.
In all industries, especially in healthcare, innovation is the name of the game. It is now much easier for healthcare providers to take care of their patients, from diagnosing their symptoms to claims submissions. Innovations are still being made to streamline doctors’ work, optimizing systems, reducing errors, and lowering costs.