Moline, IL – Avadyne Health, the patient liability resolution expert, is pleased to announce it has taken the Patient Financial Advocate Pledge and been awarded the Seal indicating patient excellence in financial communication by the American Association of Healthcare Administrative Management (AAHAM) and the National Patient Financial Advocate Task Force.
Many hospitals are experiencing changes in patient financial services call volumes and operational complexity since the COVID-19 pandemic began. These calls often require a coordinated and consistent response, since the types of questions and comments can become emotionally charged and customers need faster and informative help more than ever. To serve customers effectively in this dynamic environment, hospitals are best served by data-driven responses to customer concerns surfacing from real-time speech analytics.
A few years ago after my father died, I pored over the bills we received from the hospital. Even with a background in healthcare revenue cycle, I couldn't make sense of some of them. I remember thinking, "If I can't understand these bills with all my years of experience in healthcare, how could the average person make sense of statements like these?"
Since then, I've been passionate about driving change in healthcare - in particular, around the patient financial experience. Recently, I shared insight on ways providers can design a better patient financial experience in a podcast with Gary David, PhD, Professor of Sociology, Professor of Information Design and Corporate Communication and the Founder of ethno-analytics, LLC, which focuses on integrated design and experience alignment.
Moline, IL - Nov 13, 2019 - Avadyne Health, a leader in patient self-pay account resolution and bad debt recovery for some of the largest health systems in the country, announced today it has been ranked the 11th largest revenue cycle management firm in the country by Modern Healthcare. The ranking is based on an evaluation of data submitted to Modern Healthcare by revenue cycle management companies across the country.
Modern Healthcare's Revenue Cycle Management Firms Survey invited revenue cycle companies across the country to self-report data such as total number of contracts - including comprehensive contracts and partial contracts - and number of full-time employees who spend at least 50 percent of their time on revenue cycle management services. "Comprehensive contracts" include all patient-access services, healthcare information management, and patient financial services. "Partial contracts" represent limited components such as self-pay collections and denials management services.
Moline, IL - Nov 11, 2019 - Avadyne Health, a leader in patient self-pay account resolution and bad debt recovery for some of the largest health systems in the country, announced today they have been ranked No. 1 in patient communications and financial satisfaction solutions by Black Book Research. The rating - the highest offered by Black Book - is based on a survey of 3,300 users of competitive solutions from more than 700 healthcare provider organizations.
This top-rank achievement, recently published in Black Book's Coding and Health Information Management Report comes on the heels of Avadyne Health's six-state, 28-hospital launch of early out account resolution services and the industry's first augmented reality Patient Concierge billing app for patients of Banner Health, based in Phoenix, Ariz. The Patient Concierge billing app is accessible to patients with a Banner Health hospital billing account. It is available to download from the App Store® and Google Play®.
I’ve heard the same complaint recently from several hospital administrators. The scenarios are all pretty similar: They implemented a payment portal with very high hopes, sometimes stemming from promises made by vendors. But they got disappointing results.
If a patient complained so vehemently about an unpleasant collection encounter that it reached the CEO’s office, is that an indication that the hospital’s Patient Financial Experience is terrible? What if the same CEO, on the same day, gets a letter from a different patient raving about the registrar who brightened her day while collecting a $25 copay? Should you take it as a sign that the financial experience you offer is extremely high quality?
Somewhere along the way, a perception took hold in health care--that talking with patients about money was a direct path to dissatisfaction. In this blog, I’m going to turn this assumption on its head. Is it possible that hospitals are getting it backwards—that in fact, patients are dissatisfied because they want to talk about money and no one is having this conversation with them? If so, it certainly calls into question many of the processes we use in the revenue cycle today. But it might also offer hospitals a path to achieving earlier resolution of accounts--by tapping into what patients really want.
