The National Academy of Medicine, which used to be called the Institute of Medicine, put out its list of six domains for quality care more than twenty years ago. Still, the framework continues to give doctors, medical practices, and health systems a plan for providing excellent care. One of these six quality measures is putting the patient first, which is still a significant concept today. In recent years, there has been more focus on changing healthcare practices to be more patient-centered.
Patients are essential to the success of any health-care system as they will return to the clinic if they receive good care. Every health professional wishes their clients to enjoy the most pleasant experience possible, so that the word about their clinic is spread and they are rewarded with favorable online reviews. But, to build positive relationships with patients the billing experience must be as excellent as their medical care experience. This is the reason when you wish to operate an effective healthcare system, you should offer patients an exceptional billing experience.
A 2021 survey by El Studios found that 93% of patients would not go back to a healthcare provider if they had a bad experience with billing. And 41% of the patients surveyed said they were unhappy with their billing experience.
Patients continue to have healthcare experiences even after leaving a medical clinic. Healthcare providers should keep in mind that the billing process is their final opportunity to connect with patients in a significant manner. Healthcare businesses that are successful leave a good impression on customers. This makes customers want to come back even if there are cheaper options available. It is easier for this to happen when billing is simple and clear.
Outsourced medical billing services ensure that healthcare providers receive prompt payment for their services. Traditional billing can be confusing and frustrating for patients, which can add to their stress when seeking care. Medical billing was made patient-centric to make it easier and address common patient problems.
How do you make the medical billing experience easier for your patients? Start with the basics.
Create Patient-Centric Medical Billing
Understand the patient’s perspective, get in their shoes and ask yourself these questions.
Scheduling
- How long does scheduling take?
- Do you get a breakdown of the costs and ways to pay for the test/service?
- Does financial counseling happen when you schedule an appointment or on a separate call?
Patient Billing
- How long does it take for the patient to get a bill after the service date?
- Does the patient’s bill show how much insurance paid and what the patient’s responsibility is?
- Does the patient’s responsibility match the quote you got when you made the appointment?
Price Transparency
- How do you figure out how much a test or service costs?
- Can you get the same information from the tools on the hospital website that make prices clear?
- How long does it take to get price information?
- How precise is the information about prices?
Payment Options
- Is there more than one way to pay online?
- How easy or hard is it to find your way around the site?
Payment Reminders
- What is the schedule, how often, and best way to follow up if the payment is late?
Tips for Enhancing Billing Experience for Patients
Clear Billing Practices
Patients often have trouble understanding medical bills because they are not clear. Clear billing practices can help solve this problem. Patients can feel confused and uncertain when they face unexpected charges, complicated explanations, and difficulty understanding how costs are broken down.
Patient-centric billing aims to make billing practices more transparent. This includes explaining charges and providing itemized bills with financial details. Patients can ask for more information or talk to providers about money issues. This helps patients understand and manage their finances.
Simplified Billing Process
The billing process is now simpler. Traditional billing systems can be difficult and take a lot of time. They often require multiple payment methods and a lot of paperwork. Medical billing that focuses on patients makes it easier by using easy-to-use platforms like online portals or mobile apps. Patients can access and manage their bills at any time. The payment process is made easier and less burdensome. Patients can view billing details and make payments at their own convenience.
Tailored Financial Help
People who can’t pay their medical bills may find it difficult. Customized financial help can be useful in such situations. Medical billing that focuses on patients offers payment plans and resources to help with financial concerns and ensure healthcare access for everyone. Patient-centered billing customizes financial solutions for individuals, reducing financial stress and improving healthcare accessibility for all.
Better Communication and Support
Good communication is important during billing to help patients understand their financial responsibilities and resolve any issues quickly. Patient-centered billing focuses on clear and caring communication between healthcare providers and patients. Healthcare providers will contact you to discuss billing issues, provide insurance coverage details, and assist with complex claims processes. Patients feel more in control and cared for when communication is open during the process.
Clear Cost Estimates
Patient-centered medical billing provides patients with clear and upfront cost estimates for medical procedures or treatments. This helps patients plan and budget for healthcare costs without any unexpected expenses. Having accurate estimates helps people make informed decisions about their care and explore other options if necessary.
Simplified Insurance Navigation
Patients may find it difficult and confusing to understand how to use their insurance. Patient-centered medical billing assists with claims, pre-authorizations, and coordinating benefits to simplify the process. It helps patients use their benefits and reduces their administrative tasks.
Proactive Financial Counseling
Patient-centered billing provides proactive financial counseling services to help patients navigate the billing process. Experts can answer questions, provide advice on financial aid programs, and assist with exploring payment options. This helps people understand medical bills and make decisions about what they owe.
Medical billing can be difficult to understand, but patient-centric medical billing helps to alleviate these issues. Patients can have a better billing experience by prioritizing transparency, simplifying processes, providing personalized financial aid, and enhancing communication channels. Patient-centered billing makes patients happier and helps make the healthcare system more patient-centered. We should use patient-centered billing to ensure that our patients have a positive and easy experience.
