TP499 – The Experience Ends When the Bill Begins

Touch Point Podcast
Touch Point Podcast
TP499 - The Experience Ends When the Bill Begins
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HCAHPS produces 11 publicly reported measures of patient experience. Not one of them asks about a bill. The financial/billing experience sits outside most ways this industry uses to define patient experience. And it arrives with your logo on it.

Chris Boyer and Reed Smith discuss what that gap costs. The financial experience decides whether the next clinical experience happens at all. In most health systems, brand standards govern the digital experience, website, campaigns, and the call center. But the statement, the denial letter and the financial assistance page are managed separately. They also discuss the requirements to reach the people in the community most likely to need financial help but describe how these efforts read like a marketing campaign, but marketing never got this memo. 

Then Cassandra Skinner from Xsolis makes the case for collecting correctly rather than collecting less, arguing that compassion and accountability were never opposites. She also describes how patient advocacy acts as quiet work that lives in questioning one authorization or catching one coordination of benefits error. On automation she draws the line at can versus should. And she lands somewhere worth sitting with, that patients do not lose trust because a machine was involved, they lose trust when nobody will own the decision.

  • Why the instrument that defines patient experience has no question about cost, and what that does to budgets and attention
  • What marketing gave up when the billing statement became somebody else’s document
  • The financial assistance requirements already written into federal law, and why satisfying them has not made patients aware
  • Why a decade of mandated price disclosure produced more published data and not more patient understanding
  • What revenue cycle sees about a patient that marketing never does
  • Where accountability has to sit when part of the decision is automated

If your health system’s financial assistance page would fail the standard you apply to any campaign you would sign your name to, you just found work that has been yours the whole time.

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Reed Smith

VP @jarrardinc, Advisor @MayoClinic Social Media Network and @SXSW Health & MedTech. @SocialHealthIns and @tpmnetwork founder

Chris Boyer

Principal, @chrisboyer LLC  Using digital marketing, experience and UCD/CX to transform healthcare. Co-host of the touch point podcast and founder of the Touch Point Media network. 

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