With patients responsible for an increasing amount of their healthcare costs, ASC staff should keep in mind the patients' satisfaction and surgical experience when collecting, according to Jho Outlaw, senior vice president of revenue cycle services for Apharetta, Ga.-based Surgical Information Systems.
Five patient collection tips:
1. Keep communications private. Discuss collections with patients before they arrive for their procedure to avoid disclosing private information at the ASC.
2. Recognize patient discomfort. Some patients may express discomfort when asked about collections; ASC staff should be trained to spot discomfort and alleviate patient stress.
3. Set goals. Work to improve the percentage of successful collections incrementally through competition and incentives.
4. Involve staff. Physicians and other ASC staff should be briefed on what to say if a patient has questions about their balance.
5. Ask for feedback. Consult staff about the ways the patient collections process could be improved.