Terri Meyer, vice chancellor of revenue cycle at the University of Arkansas Medical Sciences, has carved out a specialty in her career helping health system revenue cycle teams transition to a single billing office (SBO). Her career includes significant positions at Stanford, OHSU, UC San Diego Health, and as a hospital consultant.
Understanding the Patient Financial Experience
The patient financial experience has significantly changed due to technological advancements and evolving patient expectations. With the rise of high deductible plans, patients now bear more financial responsibility, making their financial experience crucial. Terri was recruited from Stanford to overhaul the UC San Diego Health billing system, creating a more patient-friendly process.
The Journey to a Single Billing Office
The billing process was fragmented when Terri joined UC San Diego Health in 2016. Patients received multiple bills and had to contact different departments for hospital and physician services. To address this, Terri implemented Epic's single billing office (SBO) module, which streamlined the process. Now, patients receive a single bill and can contact one customer service number for all their billing inquiries, significantly simplifying their experience.
Building a Knowledgeable Customer Service Team
A key strategy in improving the patient financial experience was creating a dedicated and knowledgeable customer service team. These professionals are well-compensated and highly trained to handle complex billing inquiries, ensuring patients receive accurate and understandable information.
Metrics and Performance Indicators
To measure the success of the SBO, UC San Diego Health uses various metrics, such as call wait times, abandonment rates, and cash collections. For example, the average call wait time is seven seconds, and the abandonment rate is just 0.4%. These metrics demonstrate the efficiency and effectiveness of their customer service operations.
Importance of Employee Education
Terri emphasizes continuous education for her team. Her team members are CRCR-certified and regularly update their knowledge through an education committee. This ensures they are well-equipped to manage the complexities of patient billing and provide accurate patient information.
Challenges and Future Goals
Despite the improvements, challenges remain. Terri aims to enhance proactive communication with patients, especially in explaining complex billing scenarios like preventative versus diagnostic procedures. Additionally, continuously leveraging patient feedback to improve the financial experience is a key focus.
Voice of the Patient Program
UC San Diego Health has implemented a Voice of the Patient program to gather feedback and identify areas for improvement. This program helps address patient concerns proactively, ensuring patients feel heard and valued.
Leveraging Technology for Better Service
Technology plays a crucial role in enhancing the patient financial experience. UC San Diego Health has integrated various self-service options, including a patient portal, email communication, and in-basket messaging. These options provide patients with multiple channels to manage their billing inquiries conveniently.
Proactive Communication and Education
Terri's team focuses on proactive communication to set clear expectations for patients. Collaborating with clinical departments to include billing information in pre-procedure communications helps patients understand their financial responsibilities upfront, reducing confusion and improving satisfaction.
Inspiration and Work-Life Balance
Terri Meyer's efforts at UC San Diego Health highlight the importance of a well-structured patient financial experience. By creating a single billing office, investing in employee education, and leveraging technology, UC San Diego Health has significantly improved its patient financial experience. The focus on proactive communication and continuous improvement ensures patients feel valued and supported throughout their healthcare journey.
