Articles

How to Ease Hospital Staffing Shortages & Strengthen Scheduling in One Easy Step

Oct 27, 2021

Why BPO services can help hospitals meet ongoing demand, schedule services accurately, and even streamline collections.

The U.S. healthcare labor crisis continues to make headlines, with 16% of American hospitals recently reporting critical staffing shortages. For many hospitals, these staffing gaps aren’t just happening among nurses and other frontline healthcare workers, but also within administrative and patient service departments. As hospitals seek new ways to lighten the staffing burden and keep serving patients ,business process outsourcing (BPO) services can provide a relatively simple and low-risk option .By outsourcing inbound and outbound calls and patient scheduling, hospitals can ensure their patient service teams are consistently staffed and appointments are correctly scheduled, every single day. Here are three primary benefits hospitals can expect from this type of BPO solution

“Today’s hospitals need innovative ways to meet ongoing demand in the midst of widespread staffing shortages.”

  1. Flexible, consistent staffing levels

    With highly trained, 100% remote call center professionals, you don’t have to worry about constantly training representatives, finding replacements, or dealing with shortages when inclement weather and other events take a toll on your patient support staff. The level of call center support can also be adjusted to your specific needs – remaining flexible with changes in your call volume over time.

  2. Accurate patient scheduling

    Your scheduling has to be correct to make the most of your physicians’ time, serve your patients effectively, and positively impact your bottom line. By outsourcing this task to a specialized and dedicated team of patient support representatives, you can be confident that every service is scheduled with the right provider, for the right amount of time. An effective and efficient BPO solution will also deliver appointment reminders to patients via outbound dialer, SMS, and email messages. This gives patients the opportunity to confirm appointments and also lets your team reallocate time slots when cancellations occur – helping increase operational efficiency.

  3. An increase in point of service collections

    By handling your inbound and outbound calls, an experienced third-party team of representatives can do more than just streamline the scheduling process for you and your patients. They can also bring the knowledge and tools required to collect pre-service payments like copays and other out-of-pocket costs. This is an option that can really help your AR days go down and boost your revenue. Using today’s smart IVR solutions, reps can access balance information, give patients the chance to pay by phone, and even offer ways for patients to set up payment plans.

    If your hospital is looking for ways to overcome staffing struggles while continuing to provide the best possible patient experience, a BPO service might be the right fit. If you would like to learn more about this, and many other revenue cycle management services Revenue Enterprises provides, contact sales@revenueenterprises.com.

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Karie Bostwick

VP of People and Compliance

As VP of People and Compliance at Revenue Enterprises, Karie Bostwick oversees People functions including recruiting, training, onboarding, engagement and satisfaction. Additionally, she is responsible for compliance training, oversight and monitoring.

Karie has a long history of working in the revenue cycle support industry. Her skills span leadership, operations start up, policies and procedures development, operations workflow, budgeting and client management.

She is passionate about the experience of our people, patients and the Healthcare clients we serve and believes that a team of diverse, talented and motivated individuals working together toward a common goal can make a difference.

Robert Sterett

VP of Information Technology

As a transformational leader Robert Sterrett has leveraged his 20 years of experience to build effective service lines and exceptional teams. In his role as VP of Information Technology at Revenue Enterprises, Robert excels at taking a unique, balanced, and strategic approach to technology leadership with people first for the best possible outcome. Using his experience from engineering, project management and service line management he takes a multi-faceted approach to ensure the right people are in the correct position coupled with the best technology to meet or exceed all expectations from security to compliance and business continuity.

Robert’s leadership style lends itself to building long term relationships and has consistently been a relied upon strength in many organizations. Over Robert’s time as an IT operational and project leader, he has spent significant time in both hands-on technology facing roles and client centric management roles to bring the best solutions that strive to meet the business and client needs.

Focusing heavily on his personal development skills and opportunities, Robert continues to foster coaching and mentorship relationships everywhere in his life, and the lives around him.

Douglas Dunbar

VP of Sales & Marketing

As VP of Sales and Marketing for Revenue Enterprises, Douglas Dunbar leads with a passion for building strategic partnerships, nurturing relationships, and upholding customer service excellence. In his role, Doug focuses on marketing and brand strategy, sales team leadership, and working closely with members of the management team to best serve company goals.

Doug has over 28 years of National sales and marketing call/contact center leadership, with 10 years of service specifically at Revenue Enterprises. Currently, Doug serves as part of Wyoming HFMA Chapter leadership and has held various roles in Colorado HFMA Chapter leadership for over 9 years.

In his spare time, Doug is very family oriented. Additionally, he loves traveling, cycling, golfing, fishing, hunting, and boating.

Kris Brumley, MBA

SVP/COO

As SVP/COO of Revenue Enterprises, Kris Brumley is a collaborative partner within the executive team and a leader for operational functions across the organization. Kris productively shares vision, drives innovation, and supports those around her in a way that elevates them and fosters continuous improvement and results. She has helped create a supportive environment for clients resulting in 98% client retention and a 65% NPS score for all clients and 75% for top clients by revenue.

Kris possesses an MBA in data analytics and has twenty-five years of experience in the healthcare industry, with 19 specifically in revenue cycle. She brings a wealth of customer service experience to her role and has worn many hats at Revenue Enterprises including Director of Business Development, EBO Division Director, and VP of Client Experience Management.

In her personal life, Kris is as busy outside of work as inside. She values spending time with her family, and enjoys fishing, hiking, traveling and interior decorating and design.

Timothy (Tim) Brainerd

CEO

As CEO of Revenue Enterprises for almost 20 years, Tim Brainerd leads by example. He promotes a shared vision and stewards a culture of Integrity, Passion, and Respect. He has assembled and empowered high-performing talent and teams to support customers, facilitate strategic planning and manage the capital of the company. Under his leadership, Revenue Enterprises has doubled in size three times over the past fifteen years while maintaining a culture of caring and gratefulness.

Tim has close to four decades of revenue cycle experience, including nineteen years with RSI
Enterprises. He has been a past president of Colorado Chapter of the HFMA and a presenting speaker on the topic of Leadership. He is a fifteen-year member of Vistage International, the world’s largest CEO coaching and peer advisory organization for small and midsize business leaders.

Raised in the Midwest, Tim values humble principles like being respectful, caring, passionate, self-reliant, and most importantly grateful. His most important lesson and the lesson he hopes to pass on in all relationships is living the Golden Rule–do unto others as you would have them do unto you. He is intentional in his choices and believes in making decisions, taking action, being accountable, and loving your neighbors.

Whenever possible, Tim spends his time with his wife of nearly forty years, his adult children, and his grandchildren. His hobbies include fishing, golfing, traveling as well as game nights and sharing great food with his family.