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PCI and HIPAA Compliance Checklist: 5 Critical Questions You Should Be Able to Answer as a Medical Billing Collection Professional
After the recent LabCorp data breach, here’s five questions you should be asking (yourself or your collection software or online payment vendor) about the information and payment data you’re collecting.read more
Unique Access Codes are auto-generated alphanumeric number sets that payers can use to reference their account when calling in, or enter instead of their account number when logging into a payment portal.read more
Mailed statements are the lifeblood of the billing department and often the first and most important interaction with the consumer. With so much riding on this “first impression,” choosing the right statement and mailing vendor shouldn’t be strictly about price. Here’s five additional areas to consider:read more
We talked to a potential client about providing a payment portal solution for their organization. They were already interested, but their enthusiasm increased further after they asked a simple question – Can we add patient lab results to the portal?read more
I am not a millennial, but I know they’re a growing part of our population. I have to believe they’re HEALTHIER, and probably don’t go to the doctor as much. Can we hold off on making drastic changes to our revenue cycle processes and consider making incremental adjustments as they get older?read more
Midland Credit Management has a whole new understanding of the term, “least sophisticated debtor” when it comes to their collection letters.read more
In 2018, Sage Growth Partners conducted a survey among 100 hospital executives and found that 36% of them had bad debts totaling over $10 million, and 6% over $50 million. Only half of those executives felt they’ll only recover about 10% of that astronomical amount. So what can be done about it?read more
Last month, The Bureau of Consumer Financial Protection released their 2018 Consumer Response Annual Report. Revenue cycle management and accounts receivable departments should familiarize themselves with insights from 81,500 complaints highlighted in the debt collection complaint data.read more
You need more from your contact center, and you need it now. Sure, adding more agents might help, but that might not be a feasible solution at the present time. So, that means your existing contact center staff needs to produce more results. Well, there are several NEXT LEVEL strategies that can improve your contact center without having to hire more headset heads.read more
I work for a doctor’s office, and yesterday we had a meeting about making payments easier for our patients. The topic of text messaging came up, and we like the idea. However, we have questions – What’s the best way to tell patients about it, and how do we even implement such a thing?read more
Why conduct a post-call survey with an IVR instead of the agent themselves? Honesty. Most consumers are less reluctant to share negative feedback through an IVR, compared to telling the agent themselves.
Since you have complete control of the survey’s contents, you can learn a lot of valuable information about your consumers, your agents, your process, and your message. An effective post-call survey involves asking the right questions in the right way.read more
It seems like the latest fad in contact and call center buzzwords is “consumerization” and “self-service”. I mention both because my organization focuses on revenue cycle management in the healthcare space, and I keep hearing about the consumerization of healthcare transforming contact centers into self-service providers. Okay, great. So, now what am I supposed to do?