Patient satisfaction is a closely tracked metric, as it should be, which is why you need a patient financial engagement solution that lets you personalize your approach to financial care without leaving money on the table. Multipurpose patient portals and intake solutions designed for front-end and clinical purposes don’t meet the back-end financial needs required to optimize recoveries. It is critical to look for a solution that addresses the patient’s financial story and needs as a whole, and offers preferred communication methods and payment options to give the patient control of their experience.

The best solution keeps the patient, as well as the account representative, in mind, improving the experience for both. One way it can do this is by prioritizing accounts that require insurance follow-up and denial management. This will reduce delays and avoid unpaid payer balances becoming the responsibility of the patient.

An ideal platform also includes patient financial engagement tools and advanced segmentation strategies that use data points to determine a patient’s propensity and capacity to pay. It should also facilitate flexible payment arrangements, enabling account reps to treat each patient as an individual and care for their financial needs while driving recoveries.

 

— Healthcare organizations using Artiva HCx have achieved up to 70% of patient self-service. The flexibility of self-service enhances patient satisfaction—and revenue management—while freeing account representatives to work at the top of their license, managing complex cases and serving patients that need a more high-touch approach. —

 

Transparent Workforce Empowerment

Healthcare — along with just about every other employment sector — faces the challenge of finding enough employees for key roles, including account representatives and others involved in the entire patient journey. Though COVID restrictions are coming to an end, much of the workforce expects continued flexible work-from-home arrangements, with 59% of workers indicating they would choose employers who offer a remote work opportunity over those who do not.

If you’re an RCM leader considering remote and outsourced workforce solutions, you face the question of visibility into employee day-to-day activities and productivity. How do you ensure staff is working when they should be, and that they are following workflows and protocols while producing at the expected rate? It’s hard enough to measure employee productivity and efficiency when all are working in one building, let alone anywhere around the globe. You’ll need deep visibility to offer flexible workplace environments while ensuring your organization’s success.

A platform that includes workforce performance management tools equips end users to achieve outstanding results, while giving supervisors the visibility they need to manage and coach their teams. Workforce performance tools that include easily digestible KPI dashboards for account representatives, supervisors, and upper management are essential and allow for in-depth performance management regardless of where the employee is working.

Process adherence and quality assurance tools give supervisors confidence that staff are following prescribed procedures and protocols, while gaining the insights they need to improve workflows and processes to drive continuous improvement.

 

— Artiva HCx provides easy to digest KPI visualizations that improve process adherence and quality assurance, as well as end-user productivity. Artiva HCx clients have realized as much as a 20-point improvement in QA scores for account reps working from home, and a 62% increase in accounts worked per hour. —

 

Escaping the Pain

The pain points of revenue cycle management can be many. But with the right technology, the pain can be left behind. RCM decision makers are discovering substantial benefits from the deployment of a well-crafted RCM platform that seamlessly unifies efforts with intelligent, centralized automation, and combines AI, ML, and RPA to create a more personalized and humanized patient experience.

These leaders value the mission-critical visibility they’ve gained through transparent workforce empowerment, which gives supervisors and managers the adherence and quality assurance tools they need to ensure staff follow protocols while maximizing productivity and efficiency—whether working down the hall, from home, or across the globe.

 

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