Kudos! Revenue cycle team shines in the national spotlight
CCHC revenue cycle earns national award by putting patients first
Revenue cycle is not a clinical department, yet they underpin everything we do, enabling access, following care through the insurance process and guiding patients through billing.
And now this multi-disciplinary group is nationally recognized for the exceptional service they provide.
One of only 23 organizations nationwide, the Cape Cod Healthcare revenue cycle team has earned the MAP Award for High Performance in Revenue Cycle from the Healthcare Financial Management Association (HFMA.) They were named an industry leader for a comprehensive strategy to measure revenue cycle performance, apply evidence-based strategies for improvement and perform at the highest standards to improve financial results and patient satisfaction.
According to Sheryl DeCilio, Vice President of Patient Financial Services and Revenue Cycle, their team is particularly focused on customer service because they interact with patients at so many points in the healthcare journey. Their goal is to make each touch-point easy to understand and every transaction as smooth as possible.
“The award really highlights all the efforts we make on behalf of our patients,” said DeCilio. “We always have the best interest of the patients in mind.”
Today’s healthcare consumers increasingly expect and demand better information before they commit to treatment. Embracing this idea, revenue cycle provides tools, information and the customer service today’s patients require. Multiple departments work in concert to achieve this success, said DeCilio.
“This was really a two-year effort to showcase how much our revenue cycle really cares about the patient and putting the patients’ needs first,” DeCilio said.
Who's in the Rev Cycle?
- Central Scheduling
- Financial Clearance
- Patient Access
- Financial Counseling
- Health Information Management
- Revenue Integrity
- AR Follow-up
- Customer Service
New tools, new processes
Revenue cycle has worked hard to raise the bar in measurable ways, implementing an electronic cost-of-care estimator as part of a Price Transparency project. This online tool allows patients to look up charges ahead of service and has been a great success, said Laurene Foley, Director of Patient Access.
“Revenue cycle implemented a tool called Recondo’s SurePay Health, which allows us to provide real time estimates to our patients prior to a service being performed,” Foley said. “We contact the patients ahead of their scheduled service and provide them with an estimate of their out-of-pocket cost so they are not surprised on the day of their appointment or procedure.”
For surgical patients, knowing their financial responsibility in advance makes day-of-surgery interactions less stressful. Before these tools were implemented patients would arrive on the day of surgery having been told to leave valuables, like wallets, at home, and were expected to make arrangements for a payment on the spot. Bringing up copayments was a point of stress for the patients as well as the staff. Calling the patient ahead streamlines the whole process and puts the patient at ease.
“Now, we encourage patients to make financial arrangements ahead of time, so they don’t have to manage it the day of surgery,” she said. “If it’s a hardship, we have the time to help make the necessary provisions over the phone.”
Patient satisfaction is at the core
The revenue cycle team is keenly aware of the needs of the patients they serve. Monthly Press Ganey reports indicate customer satisfaction and revenue cycle has distinct goals for their performance. They “Strive for 5” ideals, including courtesy, helpfulness, care, respecting privacy and protecting safety.
Every team member is focused on the idea that “We Are Cape Cod Healthcare” -- that our culture is focused on community and commitment. In their case statement for the MAP Award, they spelled out their mission:
“We treat our neighbors, friends and welcomed guests with excellent care and the compassion, dedication and personal service reflective of the relationship we have to one another on Cape Cod. We are Cape Cod’s home team.”