National Magazine Spotlights Austin Regional Clinic CFO
In CFO Tech Outlook, Ted Matthews Explains What Helps Make Billpaying Easier for Patients
April 30, 2019
Improving patient experience is important at the “front end” – easy check-in, shorter wait times and helpful interactions with physicians and nurses. Improvement is just as important at the “back end” – especially when addressing questions and concerns about patient bills.
That key message highlights Austin Regional Clinic’s perspective on patient billing. Ted Matthews ARC Chief Financial Officer, addressed the subject in a recent column for CFO Tech Outlook, a magazine highlighting thought leadership around the country.
Matthews outlines three strategies that meet patients’ needs, helping them address billing issues and pay their bills in a timely manner. Underlying this approach is recognizing that ARC hasn’t always gotten it right when it comes to handling bills and appreciates the importance of constantly seeking ways to improve patient experience.
ARC “back end” strategies involve:
- One-Call Resolution. Whenever possible, resolve patients’ concern without “customer service Ping Pong” – multiple call transfers, voicemail box dead ends and the need for multiple phone calls on the same subject.
- Empathy. Helping patients is about cementing patient relationships for the long term.
- Technology. Provide an online, self-service pay option convenient and easy for patients to use.
See the CFO Tech Outlook column here.