Patient account representatives are the essential foundation within a practice or hospital's revenue cycle. When your representatives are properly trained and well educated, you will see a dramatic increase in cash flow and patient satisfaction. In order to create a productive and profitable practice, it begins with providing staff with the appropriate training and tools that they need in order to be successful at their jobs. Here are a few reasons why you should consider providing ongoing training for your patient account representatives:
1. Patient account representative training assures compliancy. A practice that regularly trains their staff on current collection laws and new healthcare reforms allows their patient account representatives to feel more confident when collecting from patients and to maintain compliancy. There are constant changes within regulations in the healthcare industry, and this can sometimes impact the effectiveness of a patient account representative. If your staff has a good understanding of the laws and regulations, they will know they have the support needed not only from your hospital or practice but by the law.
2. Training will increase patient satisfaction. Giving your representatives tools and techniques to effectively communicate with patients – whether they are collecting over the phone or at time of service – will lead to an increase in the volume of payments, a decrease in collection costs, and an overall higher rate of patient satisfaction. Having a well-trained staff will give your patients confidence that you know what you are doing as a business and not just as a provider.
3. Training improves overall patient collections. By consistently training your patient account representatives on the importance of their role (converting AR to cash), you will see a significant increase in collecting patient responsibility. A well-trained staff not only has the confidence to ask for money, they are also less likely to make mistakes that can hurt the revenue cycle. Employees who are trained will have a sense of empowerment and an overall appreciation to your practice. After all, happy employees are hard-working employees.
Whether your office chooses to train its clinical and administrative staff in-house or utilize outside resources, making employee development an integral part of your organization will produce substantial benefits. It will help your representatives gain confidence, be more productive, and reaffirm their commitment to your practice.
To start empowering your patient account representatives and developing a more efficient practice, contact us for information about our revenue cycle management, accounts receivable and front office FREE healthcare seminars & resources.This information is not to be construed as legal advice. Legal advice must be tailored to the specific circumstances of each case. Although we attempt to provide up-to-date information, laws and regulations often change. We make no claims, promises, or guarantees about the accuracy or completeness of this document. For legal advice, please consult an attorney.