Develop financial scripts with your patient access staff
Patient Access Weekly Advisor, July 23, 2008
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Staff members need to know how to discuss financial issues with patients. Scripting is the basic way 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 develop scripts, form a team of patient access staff and have them develop a script for each common situation they may encounter as part of financial counseling. Regardless of the type of patient you encounter, using appropriate communication techniques and treating the patient as you would wish to be treated will ensure a successful financial interview. Remember that the appropriate financial assistance option can be found for each patient, as long you motivate the patient to cooperate with you and complete the applications as required.
Note: This information was featured in The Patient Access Director’s Handbook. To learn more about this book, click here.
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