According to Jennifer Andersson, director of admitting and Registration at Chicago's Northwestern Memorial Health Care, the secret to improving billing and collections starts with creating a staff culture that puts the patient experience first.
Andersson explained some of those processes in a presentation at the Revenue Cycle Solutions Summit in Boston on Tuesday.
While the addition of new technology that better presents expected out-of-pocket expenses to patients, the health system relied heavily in employee training, improved hiring guidelines and staff incentives to create the kind of culture needed to improve collections.
The video above highlights some of her key points.
Twitter: @HC_Finance