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How to Address Self-Pay Collections during a Pandemic and Beyond

Addressing Self Pay Collections Web

收集的困难 patient balances is an ongoing reality for revenue cycle leaders. 与COVID-19 forcing millions of people out of work, self-pay balances are at even greater risk as consumers tighten their purse strings and reprioritize expenses. 这 presents a dilemma for providers in their local communities: how to ethically pursue patient balances while demonstrating empathy and understanding of the 情况?

有什么利害关系

自付收款在整个lovebet官网app净收入中所占比例越来越大. 这在很大程度上是由高免赔额健康计划(HDHPs)的流行所驱动的,该计划增加了患者在总体健康成本中的比例. 2014年至2019年, the percentage of covered workers with a general annual deductible of $2,000 or more for single coverage increased from 18% to 28%.

这些患者自付(OOP)费用的增长使得lovebet爱博更依赖于一个不太可靠的医疗资源 报销. 另外, 在这个充满挑战的经济时期,高失业率也会增加可能完全失去医疗保险的人数, further driving up the self-pay portion.

As the COVID-19 case count increased, some health systems 暂停病人计费 for related testing and treatment to encourage patients to seek care. 但由于非covid - 19相关lovebet爱博的自付余额仍占应收账款的很大一部分(a /R), they cannot be ignored indefinitely. Doing so would result in negative consequences across the revenue cycle, 例如A/R天数的增加, 坏帐冲销, 和资源为代价, 伴随着现金流的下降.

同时, 对于那些在大流行期间及之后未能提供透明和对患者友好的计费体验的组织,社区内的公众看法将会恶化.

组织应该做什么

There is no universal playbook for optimizing self-pay collections during a pandemic. 然而, 在向有能力支付的患者收取费用和为无法支付的患者提供灵活性之间取得正确平衡的重点策略. 另外, 组织必须批判性地评估其自付功能的面向消费者的组件,以确保它们与新环境中的近期和长期现实保持一致. 对主要访问前和访问后活动的重新评估也应成为全面的组织战略的一部分.

下表总结了几种处理患者集合的传统方法,以及使这些方法适应当前现实的建议.

收入循环区域

Pre-COVID-19

Suggested Actions in a COVID-19 Environment

价格估计

Let patients know OOP cost up front.

确定是否需要更新covid -19相关lovebet爱博的患者估计算法,以降低或消除患者负担.

金融许可政策

Develop a comprehensive policy that incorporates screening for Medicaid eligibility, 消费者的折扣, 和慈善医疗.

Consider implications of enforcing financial clearance in the short and medium term. 暂停或修改房屋留置权, 积极的集合, or follow-up cadence in the current environment.

POS交互

Collect insurance information and payments, and complete other finance-related processes during check-in.

增加卫生处理实践, and encourage mobile payments via contactless or facial recognition.

支付技术

Offer traditional payment options (cash, check, credit card, online).

Partner with established vendors to implement mobile payment applications, and ensure support for popular touchless payment options such as Venmo, 贝宝, 苹果支付, 谷歌支付, 等.

这种付账倾向分割

评估信用评分和支付历史等因素,以分类和优先扩展.

Reassess stratifications and outreach strategies. 考虑暂时减少对传统上付费倾向得分较低或中等的消费者的推广尝试.

付款计划

遵循一种结构化的方法,根据报表余额设置付款最低限额和期限限制.

提供可供选择的第三方融资方案,包括更灵活的支付计划方案, such as deferred payments or variable terms.

坏账的位置

Adhere to a standard statement cycle and debt placement process for nonpayment (e.g., three statements, one pre-collection letter, account sent to agency at 120 days).

考虑执行收集过程在短期和中期的影响. Adjust the timeline for bad debt placement.

此外,很多保险 providers have waived the cost for COVID-19 tests and diagnostic services, requiring organizations to update patient billing processes. 为 没有保险 individuals, $1 billion was appropriated to reimburse providers for testing while also requiring organizations to abstain from balance-billing any patient for COVID-related治疗. Staying informed on evolving payer requirements and assistance programs will ensure providers’ ability to act as a patient advocate 整个计费过程.

如何进行

在大流行, healthcare organizations must continue to align process, 资源, and technology infrastructure to optimize their self-pay collections strategy. Providers also need to be sensitive to patients’ needs. 在一个病人经济困难不断增加的时代,那些支持一个坚实而富有同情心的自付收款过程的人将从尽可能消除模糊性中受益. 这包括让患者清楚地认识到自己的经济责任,并意识到可用的资源.

建立一种以病人需求为基础、表现出同理心、同时关注组织财务需求的文化应该是一个基本原则. 这可能包括诸如延迟/推迟政策等办法,以应对财政义务方面的挑战, “touch-free” payment options that adhere to social distancing guidelines, and ongoing process evaluation to improve collections performance.

供应商如果不能主动解决收入周期的这一领域,就会使其未来的财务健康面临风险. 但通过优先考虑以患者为中心的方法,组织将改善其财务结果.