Patient access (PA), the early part of the revenue cycle that includes processes like scheduling, registration, capturing demographic information, and verifying eligibility and coverage, is often the first encounter a patient has with an organization. It’s an excellent opportunity to set the stage for a positive experience and enhanced patient loyalty.
A positive patient experience sets the stage for an optimally performing revenue cycle. Traditionally, these early processes affiliated with PA are highly manual and prone to errors. Research shows that errors during PA can have a significant impact on cash flow, A/R, and reimbursement. In one recent study, revenue cycle leaders said that “errors in patient access and registration” were the top causes of claim denials.
In addition, PA issues like eligibility and coverage verification have the potential to negatively impact patients and outcomes. When the information is inaccurate, it can cause delays in care and can lead to patients being billed for services that were covered, leading to increasing medical debt. As studies show, medical debt is at an all-time high, causing more patients to put off care due to costs. In turn, this can inhibit reimbursements for providers participating in value-based care plans.
The good news is that PA processes are changing in a good way thanks to new technologies like artificial intelligence (AI), robotic process automation (RPA), chatbots, and patient-centric digital solutions. These innovations are poised to transform PA for the betterment of providers and patients alike.
However, it is vital that providers be mindful of how they implement and use the new technologies. For the best results, they must take a hybrid approach that not only leverages cutting-edge technologies, but also prioritizes a human touch.
Using Technology to Transform PA Processes
There are many opportunities to use new technologies to improve PA processes. These include, but are not limited to, the following:
- Reducing errors and denials by automating eligibility and coverage verification
- Streamlining demographics capture
- Identifying patients in need of financial assistance with propensity-to-pay analytics
- Improving cost transparency for more effective collections
- Lowering call center volumes with chatbots for popular questions
- Accessing actionable analytics to identify quality improvement opportunities
- Providing self-scheduling options to help improve patient satisfaction and reduce staff burdens
- Offering digital options for patient payments, communications, and reminders
Whether engaging patients through technology or in person, empathy, advocacy, and friendliness are vital to maintaining a positive patient experience.
An Ongoing Balancing Act
Leveraging PA technology can streamline and automate traditionally manual processes to create a healthier revenue cycle. At the same time, it can enable more personal patient engagement through self-service options, digital tools, and customized communications. Ultimately, it’s a hybrid approach that creates a better experience for everyone.