Tag: patient registration

As margins tighten, traditional revenue cycle management strategies are on shaky ground. Many healthcare providers are turning to automation and AI to simplify payments, prevent revenue loss and protect profits. This article breaks down some of the most common revenue cycle management (RCM) challenges facing healthcare leaders and offers a practical checklist to optimize patient access, collections and claims management, while building a resilient and patient-centered revenue cycle. Common challenges in revenue cycle management Revenue cycle management is how healthcare organizations handle the financial side of patient care, from patient billing to claims management. Healthcare providers rely on RCM to ensure they are properly paid, so they can keep the lights on, pay their staff and deliver quality patient care. Are traditional RCM strategies still fit for purpose? Consider some of the current challenges: Patients are responsible for a larger share of costs due to high-deductible health plans. How can providers help them understand their financial obligations and make it easier to pay without hurting their experience? Minimizing claim denials is a daily focus, thanks to constantly changing policies and regulatory updates. How do revenue cycle teams keep up with payers? Staffing shortages remain on the agenda. How can providers ease pressure on staff to maintain productivity and morale? There's also the question of how to turn mountains of data into actionable insights. How do teams interpret it correctly to identify bottlenecks and opportunities for improvement? Automation and AI offer a way through. When implemented thoughtfully, these tools can speed up processes, reduce errors and clear operational roadblocks for a more resilient revenue cycle. The following revenue cycle management checklist includes some of the key questions to consider along the way. Checklist for improving revenue cycle management Automating patient access Can patients book appointments online? Does the online scheduler automate business rules to guide patients to the right provider? Are patient identities verified at registration and point of service? A healthy revenue cycle starts with efficient patient access. According to the State of Patient Access 2024, 60% of patients want more digital options for scheduling appointments, managing bills and communicating with providers. Providers who see improvements in patient access also credit automation, which speeds up intake and improves accuracy. A good first step is to replace paper-based processes with online self-scheduling and self-service registration. These tools make life easier for patients, boosting satisfaction, retention and engagement. Behind the scenes, Experian Health's new AI-powered tool, Patient Access Curator, helps providers get paid faster by verifying and updating patient information with a single click – accelerating registration and paving the way for faster reimbursement. Register now: Exact Sciences and Trinity Health will share how Patient Access Curator is redefining patient access in this upcoming webinar. Optimize patient collections with data and analytics Are patient estimates provided upfront? Are notice of care requirements being addressed? Are patients offered appropriate financial plans and easy ways to pay? With more financial responsibility resting on patients' shoulders, patient collections are under the spotlight. The State of Patient Access report shows that upfront estimates and clarity about coverage are top priorities for patients, because when they know what they owe, they're more likely to pay on time. Implementing tools to promote price transparency and easy payment methods should feature in any RCM checklist. With Coverage Discovery, healthcare organizations can run checks across the entire revenue cycle to find billable commercial and government coverage that may have been forgotten, to maximize the chance of reimbursement. Meanwhile, Patient Payment Estimates offers patients clear, accessible estimates of their financial responsibility before treatment, so that hose who need financial assistance can be directed automatically to payment plans and charity options. Case study: How UCHealth secured $62M+ in insurance payments with Coverage Discovery® Improve claims management to reduce denials Are high-impact accounts prioritized? Are remittances reconciled with payments received? Does claims management software generate real-time insights and reports? With 73% of healthcare leaders agreeing that denial increased in 2024, and 67% saying it takes longer to get reimbursed, claims management is a great use case for automation. ClaimSource®, ranked Best in KLAS in 2024 for claims management, automates the entire claims cycle in a single application. It integrates national and local payer edits with custom provider edits to verify that each claim is properly coded before submission. By focusing on high-priority accounts, providers can target resources in the most effective way to ensure a higher first-pass payment rate. A major advantage for ClaimSource users is access to AI Advantage™. This tool utilizes AI to “learn” from an organization's historical claims data and trends in payer behavior to predict the probability of denial. It also segments denials so staff can prioritize those that are most likely to be reimbursed, reducing the time and cost of manual appeals and rework. Case study: After using AI Advantage for just six months, Schneck Medical Center reduced denials by an average of 4.6% each month, and cut rework time from 12 to 15 minutes per correction to under 5 minutes. Benefits of implementing a revenue cycle management checklist The key to choosing the right RCM tools and technologies is to build the strategy around what patients need most. A clear, transparent and compassionate billing experience is more manageable for patients and helps providers get paid faster. An RCM checklist helps teams stay focused on the tasks that matter. Providers can build on the suggestions above by choosing the key performance indicators (KPIs) that align with their specific goals. Metrics like financial performance, billing efficiency and collections rates can be combined to guide resource allocation, drive improvements and speed up reimbursement. With a well-designed checklist informed by clear KPIs, revenue cycle leaders can keep their teams on track and take their organizations from “surviving” to “thriving.” Learn more about how Experian Health's revenue cycle management tools can help healthcare providers meet current challenges, improve the patient experience and increase cash flow. Learn more Contact us

The growing shift from inpatient to outpatient care continues. The U.S. ambulatory services market was estimated at USD 289.5 billion in 2023 and is projected to grow at a CAGR of 5.38% from 2024 to 2030. A Deloitte study notes that the gap between inpatient and outpatient revenue has been closing for two decades. But what's driving this boom? Clinical advances, patient demand for lower-risk and lower-cost options and payer pressure all play a role. New technologies, like advances in orthopedics, allow more procedures to be performed at outpatient service centers instead of costly hospital settings. Free-standing ambulatory surgery sites are expected to see a 14% volume boost over the next decade as more service lines, like cardiovascular and neurosciences, begin to shift procedures from inpatient to outpatient facilities. The ongoing growth in outpatient services presents a unique opportunity for revenue cycle leaders to use technology to improve outpatient revenue—and the overall patient experience. Grow outpatient revenue with more digital care Patients want a better experience at every step of the patient journey. They want to see their doctor faster, manage appointments online and understand how much it costs—with as little red tape as possible. A lack of streamlined patient access and transparency often results in no-shows, a rise in claims denials, wasted staff time and patient complaints. However, by opening the digital front door, providers can give patients the self-service tools they crave, improve the care experience, keep outpatient schedules full and increase revenue. Additionally, providers can use technology like artificial intelligence (AI) to lower claim denial rates. Here are five strategies to increase outpatient revenue in 2025. 1. Make patient access simple Patients want to see their doctor faster. In Experian Health's latest State of Patient Access survey, eight in ten patients who reported being unhappy with their provider experience cited waiting for an appointment as a top complaint. When trying to schedule, patients are also frustrated by the friction that comes with complex processes, clunky technology systems and sparse provider communication. Outdated manual workflows, staffing shortages and lack of staff training often result in challenges for both patients and providers. Improved patient access is at the heart of patient-centered healthcare. Technology designed to put the patient in control, like online patient scheduling and digital patient intake tools, offer continuous patient engagement, optimized scheduling, and streamlined administrative processes. By leveraging modern patient access solutions, providers can improve patient experiences and alleviate the impact of staffing shortages. 2. Reduce appointment no-shows Missed appointments cause headaches for patients, providers, and revenue cycle managers. Online scheduling and mobile registration are also top of mind for patients. In Experian Health's State of Patient Access 2024 survey, 89% of patients said they wanted self-service scheduling and 85% reported a dislike for filling out repetitive intake paperwork. Online patient scheduling software puts patients in the driver's seat, providing convenient and secure 24/7 access to book, reschedule, and cancel appointments on their own time. Solutions like Patient Schedule sync seamlessly to an organization's scheduling rules, and patients receive automated appointment reminders by text or IVR. On average, providers that use Experian Health's scheduling solution experience an 89% show rate, a 50% reduction in scheduling time, and a 32% increase in patients per month. Patient intake tools like Registration Accelerator simplify mobile registration with a streamlined text-to-mobile experience. Once registration is complete, automated returns of forms, patient-check-ins and demographic information ease the burden on staff. 3. Help patients prepare for outpatient costs Patients need a clear breakdown of their financial responsibility before receiving care. Without it, they may be unable to prepare for care costs appropriately. While hospitals are now required to share detailed pricing for at least 300 common procedures, confusion around a patient's actual financial responsibility still persists. More than half of patients report turning to their provider for help understanding what insurance covers. Digital solutions that provide accurate, upfront estimates empower patients. More than eight in ten patients say pre-service estimates help them prepare for the cost of care. Patient Payment Estimates provide upfront, real-time estimates of what a patient will owe. Providers can offer convenient and secure payment links, and allow patients to pay their bills online or see customized payment plans. Outpatient providers can further maximize the chance of reimbursement by running health insurance coverage checks across the entire revenue cycle. This can help find billable coverage that may have been forgotten and give patients greater certainty about what they'll owe. 4. Automate healthcare collections Collections are often a major challenge in the outpatient revenue cycle. Outpatient procedures can be costly, even with insurance, leaving patients responsible for potentially large bills. Automating healthcare collections allows for faster, more efficient, and more compassionate collections. Tools like Collections Optimization Manager helped Novant Health achieve an overall recovery rate of 6.5% and increase revenue and cost savings to a rolling average return on investment of 8.5:1. With automated tools like Patient Financial Clearance, providers can assess patients' ability to pay and assign them to an appropriate financial pathway. This allows patients to quickly get the assistance they need while freeing up valuable staff time. 5. Streamline claims to increase outpatient revenue Denied claims continue to be problematic for providers. In Experian Health's State of Claims 2024 report, which surveyed 210 healthcare revenue cycle leaders, nearly three-quarters of providers feel claims denials are increasing, while 67% feel getting paid is taking longer. Claims management software can help end the cycle of denials. However, around half of providers still use a manual claims review process, and only 28% feel confident in their understanding of automation, machine learning and AI. Adopting automated and integrated healthcare claims management solutions can reduce errors, prevent undercharges, and ensure a higher first-pass payment rate. Tools like Experian Health's ClaimsSource® simplify the entire claims process, while Claim Scrubber helps providers submit more accurate claims. Digital solutions can also automate claim status monitoring and eliminate manual denial processes. Implementing AI tools to interpret past claims data and recommend next steps can improve outpatient claim denial statistics. Tools like AI AdvantageTM look at past payer behavior and historical claims data to predict and prevent denials. AI Advantage's two components, Predict Denials and Denial Triage, help providers respond to growing denial challenges by identifying claims with a high likelihood of denial before submission, and focus on remits that have the most impact. See how: Find out more about how Experian Health's revenue cycle management solutions can help healthcare organizations increase outpatient revenue, keep pace with growing patient volumes, improve patient satisfaction and boost their bottom lines. Learn more Contact us

Lines at the desk, phones ringing off the hook and a stack of insurance questions waiting to be resolved — this is the daily reality for many patient access teams. Today's patients find these "front door" bottlenecks in healthcare particularly frustrating, especially since they can envision how much smoother the process could be with the digital apps and tools they rely on in other areas of their lives. Despite improvements in patient access, Experian Health's latest State of Patient Access survey suggests that the digital front door in healthcare is still only partially open. Drawing on these survey findings, this article examines how opening the digital front door in healthcare can address common pain points in patient access, improve operational efficiency and better meet the needs of modern healthcare consumers. What is the digital front door in healthcare? Scheduling a doctor's appointment should be as easy as using a food delivery or ride-sharing app. That's the idea behind the digital front door in healthcare. Giving patients secure digital options to book, register and pay for care puts control in their hands so they can manage their care anywhere, anytime. It's part of a larger digital transformation in healthcare, making it easier for patients to connect with services quickly and conveniently. At the same time, it improves efficiency and profitability for providers. From websites and portals to mobile apps, this approach creates a friendly, accessible entry point that focuses on what patients need: simplicity, convenience, and transparency in their healthcare journey. Top pain points in the healthcare digital experience While previous State of Patient Access reports exposed frustrations with patient access, the 2024 survey shows a glimmer of hope. Self-scheduling options are on the rise and telehealth is reducing friction. Patients and providers agree that access is getting better and credit digital tools for many of the improvements. That said, challenges remain. Top 3 pain points for patients Seeing their doctor quickly (27%) Understanding how much their care will cost (17%) Trying to schedule appointments (14%) Top 3 pain points for providers Maintaining staffing levels (45% vs. 55% in 2022) Efficient and timely management of prior authorizations (39%) Improving speed and accuracy of resolving patient information prior to claims submission (31%) When it comes to future priorities, patients and providers agree that accurate pre-service price estimates and clarity around insurance coverage are the top two. Providers believe they're getting better at providing accurate estimates, and while 74% of patients say they did receive accurate estimates, this is down from 78% the previous year. It's a good reminder that the digital front door isn't just about online scheduling: using digital tools to help patients understand and prepare for their bills is a key component. Patients and doctors want more — not fewer digital services The 2024 report reaffirms previous findings that patients want more digital options for managing their healthcare: six in ten say this is important. And among providers, it's clear that digital front door technology is seen as a critical driver of improvement in patient access. Here are just a few ways providers say they're using digital tools to reduce friction: Expanding telehealth services Introducing digital/mobile patient communications Launching patient portal services Enabling online and mobile payment tools Implementing digital self-service registration and online/mobile self-scheduling Mitigating staffing shortages is a major benefit. Staffing issues have lessened since the peak of the pandemic, but remain an obstacle to effective scheduling and registration for 72% of providers. Automation and self-service patient access tools help alleviate these pressures. How digital solutions improve patient access and satisfaction “These digital tools make healthcare more accessible by eliminating barriers and simplifying patient-provider interactions,” says Alex Harwitz, VP, Digital Front Door, at Experian Health. “Automation can take care of repetitive tasks that take up staff time, so staff can focus on helping patients directly. Real-time scheduling, accurate cost estimates and streamlined mobile options meet patients where they are and give them the control and flexibility they want.” Bottlenecks, wait times and costly errors go down, while patient satisfaction is higher. 3 solutions to improve the digital front door Harwitz suggests three ways to use the digital front door to eliminate friction in the patient journey: 1. Simplify patient scheduling Patients' litmus test for patient access is how quickly they can see their doctor. To help patients quickly find and book the earliest available appointment, healthcare organizations turn to Experian Health's Patient Schedule software. This 24/7 digital scheduling platform guides patients to the right appointment and provider in line with scheduling and business rules. Patients can easily cancel and reschedule if necessary, and no log-in is required, so new patients can get started instantly. Automation optimizes scheduling capacity, so no appointment slots are wasted, improving call center efficiency. There's also the option to incorporate automated text, interactive voice response and email reminders so patients don't forget their appointments, which will increase completion rates and reduce gaps in care. 2. Speed up registration times Patients don't want to sit in waiting rooms and fill out manual paperwork, and healthcare staff have limited bandwidth to handle high patient volumes. Tools like Registration Accelerator can streamline the registration process, by reducing manual efforts and paperwork for patients and staff. This patient intake solution sends an automated link that allows patients to register anywhere, and at any time. Patient Access Curator uses AI-powered data capture technology to collect and verify patient information at registration, reducing the need for manual input. In a single click, the tool runs simultaneous inquiries to capture: Eligibility verification Coordination of benefits Medicare Beneficiary Identifiers Coverage discovery and patient financial status Patient demographics Not only does this accelerate the registration process for patients, but it also gathers clean, accurate data for downstream claim submissions. This technology has prevented over $1 billion in denials since 2020. Watch the webinar: How Patient Access Curator is transforming claims management from the front end of the revenue cycle. 3. Provide more accurate estimates With 96% of patients looking to their provider to help them understand their insurance coverage, the demand for better financial communications is clear. More than 80% of patients say accurate upfront estimates help them plan for costs. If they feel they can't afford to pay, 43% say they would consider postponing or canceling care. Lack of clarity is a health risk as much as a financial one. Experian Health created Patient Financial Advisor and Patient Estimates to help providers improve price transparency. Healthcare providers can use these tools to generate precise cost estimates based on real-time pricing information and offer convenient online payment options to expedite collections. Patients can get a personal estimate, customized payment plan and submit a payment in a few clicks. This addresses patient concerns about affordability and transparency, while ensuring providers remain compliant. See it in action: the digital front door in the real world How IU Health used guided scheduling to boost patient satisfaction and improve operational efficiency even as patient volumes increased. How Banner Medical Group uses Patient Estimates to boost patient satisfaction and meet compliance requirements. How West Tennessee Healthcare modernized patient intake with automation. The evolving digital front door in healthcare The digital front door in healthcare isn't just a single entry point — it's a constantly evolving way to connect with patients, bridging digital and real-life interactions. By tackling common challenges like outdated booking systems, unclear financial statements, lengthy waits and limited payment options, healthcare organizations can create a smooth, patient-friendly experience that boosts satisfaction, builds trust and improves results for everyone involved. Learn more about how Experian Health's digital front door solutions tackle the most common pain points in patient access and deliver convenience, clarity and control. Learn more Contact us

Time is not on the side of patient intake personnel. Getting bogged down with complex manual data collection isn't ideal when a worried family member or a sick patient is in the registration seat. Yet this is a familiar problem, punctuated by the tapping of keyboard keys and the scratch of a pen on a clipboard. The pressure to process patients quickly via these manual processes often leads to errors that carry through to claims administration. Given the prevalence of claims errors and the high rate of denials, patient registration is a step in the healthcare journey that could benefit from automation and self-service. Patient registration software can improve the experience and reduce manual errors. These tools can set the stage for a better patient journey, greater staff efficiency, and faster provider payments. What is patient registration? Patient registration is collecting and recording essential information about individuals seeking healthcare services from a medical facility or provider. It is typically one of the first steps when a patient interacts with a healthcare organization. From the provider's perspective, patient registration is also the beginning of the revenue cycle. Patient registration gathers pertinent demographic, medical, and payment information to create a comprehensive and accurate record for each customer. Healthcare personnel must capture: Personal information, such as the patient's name, date of birth, gender, address, contact details, and emergency contacts. Medical history details, such as previous illnesses or surgeries, allergies, current medications, and family health predispositions. Insurance or payment details, including primary and secondary providers and policy numbers. Consent and authorizations, which are critical for regulatory compliance. Patient registration may also include the sometimes-difficult workflows where provider staff ask for co-pays or other self-pay requirements. It can be a challenging collection point; some patients may need education on the upfront, out-of-pocket payments their policies require. For providers, the registration process can serve as the baseline for patient payment accountability. It's an opportunity to provide the patient with cost estimates for their procedure. Despite federal requirements to provide these estimates, only 29% of patients report receiving this information before their procedure. Why is patient registration important? Patient registration serves several important functions: Establish the patient's medical record, which healthcare providers reference during diagnosis, treatment, and ongoing care. Ensure administrative and billing details so the provider gets paid for the services they render. The registrar can also facilitate communication between the healthcare provider and patient regarding appointment scheduling, reminders, and follow-ups. Manage compliance with various legal and regulatory requirements for patient privacy and healthcare documentation. Patient registration is a critical step in healthcare delivery, ensuring that providers capture the necessary information to deliver high-quality, personalized care while facilitating administrative and financial processes. The problem is the rate of manual errors during this process; one study showed providers frequently miss even the most basic details of patient identification. These errors cost healthcare providers $17.4 million or more annually in denied claims, but more importantly negatively impact patient care. Providers can improve the intake process by adopting better patient registration software. How can patient registration software improve the registration process? Patient registration software can significantly improve the healthcare intake process by streamlining workflows, enhancing accuracy and efficiency, and improving the overall patient experience. Streamlined workflows Experian Health's Registration Accelerator solution eliminates the scanning, faxing, and filing of patient forms. Automated patient intake also eliminates the need to call patients (and call again) to verify their data. With automated workflows, data captured with Registration Accelerator via the eCare Next® platform seamlessly flows into other Experian Health products, such as Eligibility for real-time insurance verification. It's a single source of truth for staff bogged down by multiple system logins. Training workflows improve with easy-to-use interfaces and automation to lessen the tedium and repetition of manual intake. Registration Accelerator integrates well with other Experian Health tools connected to the eCare Next Platform to streamline to streamline intake workflows. These applications can automate up to 80% of the pre-registration process. Enhanced accuracy and efficiency The “waiting room experience” often frustrates patients and their families. Experian Health's patient registration software captures financial and health information electronically, eliminating the need for paper forms Patients access the link from their favorite personal device to answer questions, sign forms, upload documents and scan their insurance cards. The data goes straight to Experian's eCare NEXT platform to be validated against information already held in the system, reducing the risk of paperwork errors that lead to claim denials. Anthony Myers, Director of Patient Access at West Tennessee Healthcare, described their patient registration as “cumbersome” before leveraging Experian Health's Registration Accelerator. He says, “We wanted to not be a bottleneck. People were waiting on us. We set the stage for the entire admission. We partnered with Experian, and the metrics went up every month,” for online registration. Capturing accurate patient data electronically from a card scan at the front end of the healthcare visit decreases the risk of a claim denial later on. Registration Accelerator eliminates the repetitive tasks often associated with intake paperwork that frustrate patients. Patient registration starts with one link sent via text. Authorization and consent forms are e-signed, turning the registration experience into an intuitive, efficient online process without clipboards or paper. Improved patient experience Providers say their patients want more digital tools. More than 80% of patients prefer an online experience. The State of Patient Access 2023 survey showed the most important digital services that improve the patient experience include: mobile device scheduling, online payments, and more digital options for managing healthcare. Experian Health's entire line of patient access software products is devoted to providing these experiences to patients while improving providers' efficiency and revenue cycle. Registration Accelerator is a patient-facing, mobile-friendly digital registration tool that improves customers' experience from the beginning of their healthcare journey. Intake teams can spend more time building patient relationships, answering questions, and setting the stage for a better experience throughout their encounter. Healthcare organizations seeking streamlined workflows, greater accuracy, and an improved patient experience at the point of registration—or throughout their journey—should contact Experian Health to discuss their options.

The healthcare staffing crisis was one of the biggest challenges facing healthcare providers pre-pandemic, only to be exacerbated by the pressures of dealing with the COVID-19 crisis. Almost a fifth of healthcare workers resigned between February 2020 and September 2021. Unfortunately, the problem isn't in the rearview mirror yet – a new study from McKinsey reveals that worker shortages persist, with 31% of nurses declaring their intent to leave their jobs in the next year. These shortages put pressure on remaining staff, compromise hiring efforts and make high-quality services difficult to maintain. Without a thriving, vibrant workforce, how can healthcare providers meet the needs of their patients? Can automation help address the healthcare staffing crisis? Stubborn staff turnover levels aren't unique to healthcare, but addressing them is even more critical, given the detrimental effect on patients. As the staffing crisis shows no signs of letting up, providers should consider how technologies that leverage automation and AI can help. Tom Cox, President at Experian Health, says, “Automation has transformed many aspects of healthcare, from driving down appeals and denials to improving the digital front door. We're now seeing AI starting to make waves, too. These technologies are the future and are changing healthcare for the better.” Opening healthcare's digital front door is a good place to start. By eliminating repetitive and time-consuming tasks like data entry, manual patient registration and prior authorizations, staff will be freed up to focus on what matters most: delivering high-quality patient care. Here, we look at three areas where automation can simultaneously alleviate the burden of staff shortages and create a better patient experience. Use case 1: automate patient access to manage the growing demand for services Manual and repetitive processes eat up valuable time and create greater workloads that contribute to staff burnout. This is especially true in patient access, which is a typically admin-heavy process. Allowing patients to complete more of their registration and scheduling tasks themselves can reduce the workload in understaffed teams. Many patients prefer not to book appointments through call centers, and high call volumes are a major pressure point for staff. Similarly, manual patient registration is labor-intensive and error-prone, eating up staff time and creating bottlenecks for patients. Automated registration and self-scheduling solutions help patients access care without waiting in phone queues. Patients can book, cancel and reschedule appointments through their mobile devices. On the back end, data can be leveraged to predict and manage demand, while digitized scheduling means agents can spend less time checking referrals against scheduling rules. Automated prior authorizations mean staff no longer need to spend hours poring over payer policies and checking individual payer websites to check for changes – the software updates automatically in real-time. Simplifying these processes with automation not only minimizes operational strain but also reduces friction for patients who want to see the right specialist in the least amount of time. Use case 2: automate personalized patient outreach to reduce call volumes Another way to reduce the administrative burden is with automated patient outreach. Reducing no-shows is an important strategy to promote better health outcomes and boost financial performance. Instead of burying staff with a list of patients to follow up with, providers should utilize automated patient reminders. Automated patient outreach solutions allow providers to segment patients according to their individual needs and preferences, so patients get relevant information through the most appropriate channel. This allows patients to proactively and conveniently manage their own healthcare journey. Automated messages can also be sent to remind patients of outstanding bills and link them to payment options. This means patient collections teams can spend less time on calls and focus instead on meaningful conversations with patients who need extra guidance or support. Use case 3: automate patient collections for faster payments and a better patient experience With fewer staff, patient collections teams must figure out which accounts to prioritize, while navigating increasingly complex payer policies. Advanced data analytics and automation can be used to make these processes more efficient. Similarly, automated patient collections software can screen and segment patient accounts to allow staff to quickly prioritize those with the highest probability of being paid. Collections Optimization Manager offers convenience and clarity to staff with an easy-to-use interface, while targeted collections strategies facilitate conversations with patients based on accurate information and fewer calls and emails. Speed and accessibility create a better experience all around for both patients and staff. Using automated solutions to reduce the pressure of the healthcare staffing crisis Cox says, “Over the last few years, Experian Health has focused on helping providers and payers solve the immediate challenges associated with a remote workforce and staffing constraints while scaling services in response to surging demand. Integrating automation with self-service tools is just the beginning. Our vision is to continue driving innovative and automated solutions that will improve care outcomes and transform our clients' healthcare operations.” These are just a few examples of how automation can create new opportunities for healthcare providers. Digital processes that were once considered merely “nice to have” are now critical components to alleviate the healthcare staffing crisis and deliver positive patient experiences. Contact us to find out more about how Experian Health can help your organization use automation to alleviate the healthcare staffing crisis.

In today's digital world, it's easy to access information with just a click. But despite being constantly connected, many patients find themselves lacking the vital information they need to navigate their medical journey successfully. Waiting weeks or months for appointments and dealing with confusing medical jargon on forms can create additional stress. Additionally, limited office hours make it difficult for busy patients to receive important information. Closing the patient engagement gap is just as crucial for providers: delays and misunderstandings lead to scheduling gaps, poor productivity, missed reimbursement opportunities and costly no-shows. Automated patient outreach has the potential to eliminate these challenges. By implementing the right strategy, providers can establish better communication with patients, anticipate their needs, optimize care plans, and provide improved patient experiences. This approach allows staff resources to be utilized more efficiently and effectively, resulting in better health outcomes and financial performance. It's a win-win situation for both patients and providers. What is patient outreach? Patient outreach refers to proactive efforts by a healthcare organization to educate, inform and engage patients in their healthcare journey. Effective patient outreach strategies may include sending patients prompts for health checks, appointment reminders, test results, and information about billing and payment. Ideally, communication will be initiated through whichever channel the patient finds most convenient, whether it's a phone call, text message, email or patient portal. If patients are supported to stay engaged in their care, they will be more likely to adhere to care plans and take the necessary next steps. Leveraging the benefits of automated patient outreach While online self-scheduling, digital patient registration and contactless payment methods deliver the convenience and choice patients desire, automated patient outreach goes a step further to improve patient access and close more gaps in care. Interactive voice response (IVR) and text messaging (SMS) campaigns are helping providers reach out proactively and efficiently to scale scheduling efforts without pulling in additional staff resources. Here are just a few benefits that providers see as a result: 1. Extended outreach capabilities Automated patient outreach surpasses traditional call centers in its ability to effectively reach multiple patients with timely and accurate information. This advanced technology allows for thousands of automated calls per day, eliminating the need for manual facilitation by agents. For instance, SMS and IVR campaigns empower patients to self-schedule appointments without requiring a phone call. Call center agents can easily identify patients who have not booked appointments and follow up accordingly. For those who prefer booking by phone, automated outreach provides a queue callback feature, ensuring that patients are promptly connected to an available agent instead of waiting on hold. This allows agents to efficiently work through the queue. 2. Increased appointment bookings Reaching more patients means more booked appointments, and in turn, fewer gaps in care. Experian Health's patient outreach technology automates the entire scheduling process, from guiding patients to best-fit appointments to issuing reminders to reduce no-shows. Real-time scheduling information ensures that canceled slots are offered to other patients, so those patients can see their doctor sooner, and the doctor's time doesn't go to waste. Convenient self-scheduling options can also increase patient satisfaction and loyalty, which can benefit both patients and providers - by ensuring timely access to care and better use of healthcare resources. 3. Better adherence to treatment plans and fewer unplanned admissions Strategic communication can also help patients stick to medication schedules, book follow-up appointments and make lifestyle changes that will reduce the risk of complications and improve their health overall. This is particularly helpful for chronic disease management and post-operative care, where post-discharge engagement allows providers to monitor and catch any issues before symptoms get worse. A 2022 evaluation of automated text message outreach found that this technology can reduce the risk of 30-day hospital readmission by 41%. 4. Improved patient engagement and satisfaction In today's world, phone calls dominate healthcare communications. But is that always convenient for patients? What if they are at work when their provider calls? In such cases, would they prefer a text message or an email? With reliable consumer data, providers can select the channel that patients will be most likely to engage with. Experian Health's State of Patient Access survey 2.0 found that patients appreciate proactive outreach, though many say this doesn't always happen. Providers that can leverage consumer data, combined with automated outreach, will be better placed to keep pace with evolving consumer expectations. 5. Improved collection rates A final important benefit of patient outreach software is evident on provider balance sheets. Inbound and outbound calling with secure, cloud-based dialing software can generate and issue bill reminders and self-pay options to patients. Experian Health's PatientDial solution provides IVR, bill reminders and self-pay options, which reduce the need for agent interaction. If it's quick and easy to pay, then patients will be more likely to clear their bills in a timely manner. For providers, that means higher in-house collection rates and fewer accounts receivable days eating into the bottom line. In 2021, Experian Health's PatientDial solution helped clients collect over $50 million in patient collections, through more than 250,000 IVR transactions. The automated dialer featured helped our clients save 900,000 labor hours, which would have been otherwise spent in manual dialing. Key considerations when implementing automated patient outreach Building a successful patient outreach strategy can be challenging. It's crucial for providers to deliver timely and pertinent information without overwhelming patients already susceptible to information overload. It is crucial that communications are secure and compliant with privacy regulations such as HIPAA, and consistent with the provider's brand to avoid being mistaken for spam. Additionally, any new systems or technology implemented should be easy for both staff and patients to navigate. By choosing a patient outreach solution that offers a user-friendly interface and ongoing support, providers can ensure that staff hit the ground running. Find out more about how Experian Health's automated patient outreach solutions can help providers improve patient engagement and close more gaps in care.

When it comes to healthcare, patient access is the top priority for most individuals. When patients are surveyed on what they value most, timely access to their doctor rises to the top. Experian Health's State of Patient Access 2023 survey found that patient satisfaction hinges on efficient scheduling. Many believe that patient access has improved in recent times due to the ability to book appointments more quickly. On the contrary, those who think otherwise attribute slow booking systems to the decline in accessibility. However, delivering a high-quality patient intake experience isn't always straightforward. Meeting the needs of an aging population – many of whom are managing multiple chronic conditions – is an increasing challenge in the context of ongoing shortages of clinical and administrative staff. With financial performance dependent on attracting and retaining both patients and staff, balancing supply and demand in patient access is a high-stakes equation for providers. Breaking down the key opportunities and challenges can help providers identify appropriate strategies for optimization. Specifically, what role can digital patient access services play in ensuring patients get the care they need when they need it? What is patient access, and why is it critical to the patient experience? Patient access is the cornerstone of the healthcare system. It encompasses the systems and strategies that make or break a patient's access to care. Can they find a suitable provider in their area? How easy is it to book appointments and register for care? Can they understand and pay their bills without too much difficulty? While logistical elements such as geographic location and transportation certainly factor into how easily a patient can get care, patient access tends to focus on the administrative processes involved in scheduling and registration, verifying insurance coverage, appointment management, patient billing and payments, and patient communications. If these services are clunky, slow and disjointed, healthcare providers will fail to deliver high-quality and timely care to those who need it. Top key performance indicators (KPIs) for patient access services Getting patient access right can improve patient outcomes, increase patient satisfaction and reduce healthcare costs over time. But quality is often subjective. What should providers seek when striving for “high-quality” patient access? Common metrics might include: Wait times for appointments, diagnostic tests and procedures Speed and accuracy of the appointment scheduling process Percentage of patient access-related inquiries resolved on first contact No-show rates, which might indicate communication or scheduling issues Efficiency and accuracy of insurance verification, coding and billing Revenue collected before or at the point of service Staff performance and productivity Tracking these metrics can help providers find new ways to optimize patient access services. How to improve patient access services (and why) Monitoring and improving these KPIs is easier with digital and data-driven systems. But the benefits of digital patient access services go far beyond efficient data reporting. Offering patients online, digital and self-service options for scheduling, pre-registration and payments leads to a better patient experience while improving operational efficiency. Improved patient experience Alex Harwitz, Vice President of Product, Digital Front Door, at Experian Health, explains that “For patients, the digital front door results in more convenience, choice and control over their patient access experience. For example, online self-scheduling streamlines the appointment process, so patients can schedule, reschedule, or cancel appointments whenever it is convenient for them, which is often outside provider office hours. We can make sure they're only shown available appointments with the right specialist, and then send them helpful reminders so they're less likely to miss the appointment.” He says, “Digital systems can simplify the booking process for patients with complex medical needs. By incorporating automated scheduling protocols and business rules, navigating specialist appointments becomes more streamlined.” Similarly, digital pre-registration means patients can complete paperwork from home, where they have access to their medical records and insurance information. Tools like Registration Accelerator can pre-fill much of this data, saving time and preventing errors. Patient portals and secure messaging platforms also allow patients to communicate directly with their providers safely and easily. They can seek advice and clarify doubts, fostering a stronger patient-provider relationship. Increased operational efficiency Many providers have hesitated to turn to automation in lieu of human staffing, but implementing automation yields immediate and significant benefits. This includes reduced manual labor, improved workflows and communication, and increased profitability. Self-service tools like Patient Scheduling Software and Registration Accelerator reduce the administrative overhead, so staff can focus on critical tasks that need a human touch. In Experian Heath's survey, 36% of providers said these types of technological improvements have helped to offset staff shortages. By incorporating accurate data from patients' medical records, there's also less risk of data entry errors, which speeds up downstream services and reimbursement. Digital patient access software can also generate performance reports, to drive further operational improvements against the KPIs listed above. What are the main obstacles in implementing patient access solutions?  Implementing patient access software may seem daunting due to resource limitations, outdated technology, and cost concerns. However, with the increasing demand for remote access to digital services, healthcare providers cannot delay any longer. Fortunately, those who have already taken the initiative are experiencing a significant long-term return on investment that outweighs the initial costs. For more complex challenges, a trusted third-party partner can help guide the way. Lack of standardized policies Patient pricing estimates are an essential piece of the patient access experience. However, insurance and reimbursement policies are constantly changing and vary by payer, so delivering accurate estimates is a tough ask. Many hospitals have struggled to comply with new federal price transparency rules. With Patient Payment Estimates, patients can be given an accurate, personalized breakdown of their financial responsibility, sent directly to their phone. Research by Experian Health and PYMNTS suggests that such tools can boost patient satisfaction by 88% and reduce the risk of missed payments. To help providers comply with broader requirements around price transparency, Experian Health has joined forces with Cleverley + Associates to offer a standardized solution. Interoperability and integration with existing systems The lack of compatibility between electronic health records and hospital management software can result in significant errors in patient information. These inaccuracies can lead to miscommunications with patients and payers, as well as delays in providing care and missed opportunities for reimbursement. To avoid this, providers should choose automated patient access tools that integrate with their existing systems. For example, Experian Health clients that already use eCare Next® can integrate additional patient access solutions, such as Eligibility Verification, through the same interface. There's no need for staff to access multiple systems and patient intake is much faster. Comprehensive data analytics give a better overview of operational performance. Safeguarding privacy and data security are also easier with integrated solutions from a single vendor. The future of patient access solutions in healthcare  Rapid technological advancements, evolving policies, and changing patient expectations can make the future of healthcare hard to predict. However, certain patient access trends look set to continue: Patients will increasingly seek out easy-to-use digital platforms for accessing and paying for care, especially as younger generations age and increase their utilization of healthcare services. Patients will increasingly seek personalized care – extending to tailored patient access experiences that reflect individual needs and communication preferences. The use of data analytics and AI will grow exponentially across healthcare services, helping providers identify patterns and automate workflows. Digital patient access services have become an integral part of the healthcare landscape as providers recognize their role in improving patient outcomes and overall business success. In today's healthcare landscape, these services are essential elements to success. Find out more about how Experian Health's patient access solutions can help providers improve patient satisfaction, increase operational efficiency, and future-proof their revenue cycle for years to come.

According to the State of Patient Access 2023, speeding up patient access is the fastest route to patient satisfaction. “Seeing a practitioner quickly” tops the list of patients' pain points based on the survey, which was carried out in December 2022. The number of patients citing this as their biggest access challenge has almost doubled over the last three years, up from 15% in 2020 to 27% in 2022. There is a clear correlation between efficient scheduling processes and patient satisfaction when it comes to access to healthcare. Those who believe that access has improved in the past two years credit faster scheduling, while those who believe it has worsened point to lengthy appointment wait times. Enhancements in speedy and streamlined mobile patient appointment scheduling have translated directly to improved patient access experiences. Beyond the frustration factor, delays can result in longer recovery times, higher medical expenses, and even life-threatening situations. Providers are highly motivated to expedite care for these reasons. Despite significant advancements in the industry, staffing shortages continue to hinder patient access and care. The lack of available staff to schedule appointments and provide necessary clinical services can result in frustrating bottlenecks that leave patients waiting and in limbo. This article examines 5 ways in which mobile patient appointment scheduling can mitigate manual labor for staff while simultaneously providing enhanced care services to patients, enabling faster and more efficient healthcare. How mobile scheduling benefits healthcare staff and patients 1. Reduce paperwork associated with appointments Four in ten patients who think patient access has worsened specifically blame the scheduling process. Outdated methods of appointment scheduling and registration can hinder the seamless digital experience that patients desire. Not only that, but they also consume staff time and can be cumbersome to maintain. Mobile patient scheduling reduces paperwork by allowing patients to book appointments through a mobile app or patient portal, directly from their device. The patient can book at their convenience, without needing to wait for a phone call. They can check appointment confirmations on the go and get real-time updates, reducing the risk of misunderstandings or missed appointments. 2. Streamline operations with real-time scheduling information Mobile patient scheduling is more than a simple switch from paper to digital processes. It leverages automation to reduce staff workload, eliminate data entry errors and make better use of clinician time. Traditionally, schedulers would need to work through a list of questions with patients to match them to the right provider and appointment time. A mobile scheduling solution allows the patient to answer these questions online, then offer appointment times that fit with the providers' scheduling protocols. Patient Schedule automates scheduling protocols with customized business rules to give clinical staff control over the calendars. Real-time information means gaps can be filled quickly, so patients get earlier appointments and no available slots are wasted. John Mercer, Executive Director of Online Scheduling at HCA Healthcare, says Patient Schedule has been convenient for both patients and providers, with 35% of appointments booked outside of working hours: “Experian Health's Patient Schedule has been well received by our provider population, both employed and affiliated. They can receive new patients from a digital domain even when the office is closed. We can also specify certain appointment types and dedicated inventory for patients with acute needs.” 3. Reduce no-shows with appointment reminders Easy online scheduling is only the first step. How can providers ensure patients turn up? Even the most organized patients can forget about an appointment. Proactive measures must be taken to ensure patient attendance after scheduling has been accomplished. Even the most responsible patients can accidentally overlook an appointment, causing longer wait times for both patients and doctors due to missed appointments. Fortunately, providers can mitigate the risk of no-shows by utilizing a mobile scheduling solution that integrates the option to add appointments directly to patients' digital calendars, followed up with automated reminders via text or email as the scheduled date nears. Mobile scheduling also makes it easy for patients to cancel or reschedule appointments. With the click of a button, patients can avoid being a no-show and free up their appointment time for someone else. Same- and next-day appointment scheduling means patients can see if any cancellations have led to new slots opening up, so they can see their doctor sooner. 4. Improve communication between medical teams By reducing no-shows and enabling patients to see their doctor quickly, digital scheduling also helps close gaps in care. Care teams can see a patient's recent and upcoming visits to specialists and view the patient's real-time information, facilitating more informed decisions about care. Mobile scheduling improves communication between medical teams, allowing them to respond quickly to referral requests and coordinate care across multiple providers and settings, all through a single platform. Automated patient outreach can take this a step further, by prompting patients to self-schedule appointments via targeted interactive voice response (IVR), text message or email. 5. Reduce time-consuming administrative tasks with automation Ensuring efficiency has become increasingly important amidst staffing challenges. Automated and self-service scheduling tools are key for reducing the amount of unnecessary administrative work.  Clients that use Experian Health's Patient Schedule solution reduce call times by 50%, as patients are able to manage their own bookings online and through text and IVR campaigns. Analytics can help providers further optimize capacity, outcomes and practice performance by drawing out trends and opportunities for efficiency. Opting for mobile scheduling can help healthcare providers save valuable time and resources, elevating the effectiveness and profitability of their operations. Opening the digital front door with mobile scheduling Mobile patient scheduling has gained traction, with 40% of providers implementing self-scheduling solutions in the last year. For those that haven't yet adopted this technology, there's a huge opportunity to help patients navigate their healthcare journey with ease. Patient satisfaction is heavily dependent on how much friction processes add or remove to the patient access experience. Integrating mobile scheduling tools with automated registration, payment systems and patient outreach solutions can amplify these benefits and help providers streamline their operations. Find out more about how Experian Health's mobile patient appointment scheduling software is helping providers improve the patient experience and operational efficiency.

With eCommerce and SaaS companies delivering frictionless digital-first experiences, patients today often get frustrated with their somewhat less digital-forward healthcare providers. Paying via check, handwritten patient intake forms, calling to make an appointment - these are now widely considered to be artifacts of a bygone era. However, many healthcare providers still operate this way, which can hurt the patient experience. Recent data from Experian Health and PYMNTS found that 61% of patients would consider switching to a healthcare provider that offers a patient portal or a digital front door. But this is rapidly changing. With staffing shortages, rising labor costs and the pandemic-inspired turn towards telehealth, providers are fast adopting a strategy of creating digital front doors to improve patient access, boost engagement, and streamline care coordination. According to a May 2022 report by market analysts at CB Insights, funding for digital front doors reached a record high of $1.9 billion in 2021, up 67% year over year, and is expected to continue growing. A 2022 survey by the Center for Connected Medicine revealed that 55% of health system leaders offer some form of digital front door technology and the remaining respondents said it was on their radar. What is a digital front door? Today, digital healthcare means much more than giving patients the option of booking an appointment online. It’s a holistic approach to empowering the patient, delivering convenience, and improving access to healthcare at every touchpoint of the patient’s journey – a wholesale embrace of digital capabilities at every step in the patient journey. A digital front door gives patients a streamlined single point of access to all of the tools that empower them to engage with their healthcare provider proactively, independently, and often asynchronously. HIPAA-compliant and highly secure, patients can log into a digital front door from their computer or mobile device to schedule visits, send a message to their practitioner, sign patient intake forms, provide insurance information, get advanced knowledge of prices, and pay for care. On the back end, a digital front door is a platform that seamlessly integrates into a healthcare provider’s existing systems, improves workflow, and generates analytics and insights to grow their practice. What are the benefits? Patient satisfaction: More than eight in 10 patients now say that they prefer an online registration experience, according to Experian’s State of Patient Access 2.0 survey. Fewer no-shows: Patients are less likely to cancel or no-show when they have the option of scheduling and managing appointments that work for their time and needs. Frees up resources: By automating administrative tasks like registration, booking, payment, and other processes, the office staff is free to focus on other things. Fewer errors: Manual processes are rife with human errors. Problems like misspellings or errors in data can lead to denied medical claims, cut into revenue and require more time on the back end to resolve. Digitizing patient registration can reduce these errors and minimize these issues. Where to start When choosing a digital front door provider, it’s important for healthcare providers to remember to keep their patients at the center. They should ask themselves how it will make life easier for their patients and make their patients more likely to engage with them. By giving patients meaningful solutions that are compassionate to their needs, providers can build a platform that can take their practice to the next level. But they needn’t go it alone. Providers can get advice and support on digital healthcare trends by working with a healthcare vendor. The right partner will bring specialized expertise to help design and implement a digital front door with the capabilities to meet the provider’s needs. Three digital front door options 1. Omnichannel Patient Scheduling Online appointment booking gives patients access to the kind of 24/7 self-service scheduling they’ve come to expect. Automating patient scheduling has been shown to reduce call center call times by 50% while offloading 30% of call center volume to self-service. Patient scheduling software from Experian Health integrates with a provider’s website, call center, and physical office. 2. Registration Accelerator Up to 50% of denied medical claims can be traced back to errors in patient registration, and health systems can see as much as 10% to 20% of their revenue diverted to remediating these claims. An automated, data-driven patient registration process improves access to care and also reduces the opportunity for these costly errors. 3. Patient Financial Advisor Surveys show that as many as 90% of U.S. patients significantly underestimate the costs of major medical procedures. Some 77% say it’s important to know what they’ll owe before treatment begins. And yet, price transparency is still far from the norm. Patient Financial Advisor provides a personalized price estimate based on the patient’s insurance information, payer contracted rates, and provider pricing. Staying competitive with a digital front door With healthcare becoming increasingly consumer-focused, a digital front door is no longer optional. To stay competitive, healthcare systems must put their patients at the center of their digital transformation and offer a more comprehensive digital experience. A high-quality platform is one that’s not only convenient for patients but increases engagement and transparency throughout their healthcare journey. By investing in the right digital infrastructure now, providers can boost patient satisfaction and engagement while also improving efficiency and streamlining collections. Experian Health can help healthcare providers open their organization's digital front door. Discover our suite of revenue cycle management solutions or contact us to learn more.