This document discusses the three phases of modern revenue cycle staff training. It notes that more people now have health insurance or are required to pay medical bills due to the Affordable Care Act. As a result, patients now have more financial responsibility. It states that most ACA enrollees were previously uninsured. Effective patient education is essential, as patients often do not understand deductibles, co-pays, or why bills are so high even with insurance. Failing to educate patients can negatively impact satisfaction surveys and billing collections. The document advocates educating staff, employees, patients and using tools to estimate charges to better manage self-pay.

1. INTEGRITY | TEAMWORK | COMMITMENT | RESPECT | EXCELLENCE
Chuck Seviour, VP – Revenue Cycle Consulting
Three Phases of Modern Day Revenue
Cycle Staff Training

2. • More people than ever
before are purchasing
health insurance.
• More people than ever are
required to pay medical bills
• Employees cutting healthcare
costs by offering employees
insurance plans with larger
out-of-pocket costs
• Providers now serving
patients with higher
financial responsibility
What has happened under Patient
Protection and Affordable Care Act.

3. Most Affordable Care Act enrollees were
previously uninsured
Insurance status of ACA exchange enrollees when shopping for health coverage:
SOURCE: Kaiser Family Foundation
Uninsured
Had Employer
Coverage
Had Individual
Coverage
Had Medicaid/other
Public Program
57%
18% 19%
9%

4. Average General Annual Deductible Among Covered Workers Enrolled in
a Plan with a Deductible for Single Coverage, by Firm Size, 2006-2014

5. • Patients receiving
healthcare need to be
educated on their self-pay
responsibilities
• Patient Education begins
in the hospital the minute
a patient is coming in for a
service and when the
patient becomes a patient
in the ED
• Patient education for the
clinic begins when the
patient calls to schedule
an appointment
Effective and timely communication
is essential

6. • Patient does not understand why they need to pay so much
when they have insurance
• Patient does not understand deductibles and co-pays
• Patient confused when they get the bill
• Patient does not become a “satisfied patient”
• Facility Patient surveys become impacted dramatically
The Impact of Doing Nothing!

7. Average monthly premium costs before and after the
Affordable Care Act

8. • Education of your Patient Access and Registration staff
• Education of your Employees and Management at all levels
• Appropriate tools for Prior Authorization
• Ability for estimating charges both insurance and self-pay
Today’s Essential Approach to Self Pay
Management

9. • What are you doing
today and what should
you be doing?
• What changes are taking
place to increase patient
satisfaction surveys often
hurt by patient concerns
regarding billing
• How would an educated
patient change the
dynamics of collecting
self-pay today
65%
A Chuck-ism: At least 65% of
Patients want to know the out-
of-pocket costs, prior to service,
particularly in the hospitals

10. Questions?
Thank You