Tip: Use phone scripting to improve charity care collections
Patient Access Weekly Advisor, April 9, 2008
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In the preservice area, staff members need to know how to discuss payment options with patients who need financial assistance.
Scripting is a basic way for hospitals to set the tone of each patient contact. It is also a way to eliminate the use of hospital speak (i.e., jargon that is common to the healthcare industry).
To ensure a consistent approach, develop a script for each common situation that staff may encounter. For example, one script may guide staff through the initial follow-up contact with the patient to provide financial education.
Note: This tip is an excerpt from HCPro’s book Revenue Cycle Management: A Best Practices Toolkit. To learn more about this book, click here.
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