Revenue Cycle Improvement Must Begin at Registration

by Phil C. Solomon on November 10, 2011

in Best Practices,Healthcare Revenue Cycle,Hospital Performance Improvement,Revenue Cycle Management

The key to patient satisfaction flows through the revenue cycle

Revenue Cycle NewsBefore a patient encounter has even begun, it is critical to take the correct steps at pre-registration and registration to eliminate issues which may develop throughout the revenue cycle. The registration process is the most critical area of the revenue cycle. Hospitals should be paying more attention to this area and the quality of the staff driving it.

The key to patient satisfaction and revenue optimization is focusing on the front end of the revenue cycle to eliminate the input of inaccurate information, registration data errors, claim payment delays or denials and write-offs. Hospital CEO’s and CFO’s care about the patient’s positive health care experience: the speed of registration and the customer service quality of the hospital visit. However, hospital registrars need to deal with an enormous level of complexity at the point of registration and need to be trained to understand the correct insurance codes, be able to verify insurance eligibility, provide an estimate of the cost, collect patient co-pays, and so many other processes that have a direct impact on the hospital’s ability to get a timely payment for its services. That sounds like a lot of responsibility for employees who are the lowest paid in the business office. Registrar turnover in the Admissions department is among the highest for a healthcare provider. Keeping registrars up to date with changes in the registration rules and processes has become a real challenge for hospitals.

Not surprisingly, technology providers are trying to respond to these challenges with ever increasingly powerful registration systems. Hospitals should be looking for a beginning to end technology solutions which will solve the dilemma healthcare executives face and be able to track registration and other revenue cycle activity performance through KPI’s. A fully bundled solution, typically introduced by a boutique style technology firm tends to solve multiple problems with one solution and offers a lower cost to the health system or hospital. Smaller healthcare technology firms are more nimble and can respond to hospitals needs faster and with better outcomes. Selecting a larger more established firm is not always the best bet.

Think smaller, faster, and select game changing partners to solve your registration and revenue cycle challenges.

Author: Phil C. Solomon

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