DOING BUSINESS


Quote Costs Up Front to Boost Patient Satisfaction Improve case volume and collections with an effective quoting process BY SCOTT PALMER


Patients are increas- ingly shopping for the health care services they need and becoming more aware of the cost of that


care, especially for their portion of the cost. As low-cost, high-quality providers, ASCs should encourage this trend. Providing patients with a quote for the total cost of their care before they arrive at your ASC and shift- ing collections from postop to preop can increase collections and reduce costs for your ASC. Excluding self- pay cases, our internal data indicates that there is an average patient finan- cial responsibility of 23 percent of the allowable amount—a percent- age that will likely increase in the years ahead.


Since some patients are deferring or skipping treatment because of the expense involved, sharing their likely cost can help identify those who might require financial assistance. ASCs can help patients by connect- ing them with alternative financing options or working out a payment plan. The quoting process starts that dialogue. In some cases, facilities are providing a cash price and bypass- ing the patient’s insurance altogether. Combined, these practices can poten- tially help avoid or at least reduce the year-end rush of case volume driven by patient deductibles. Based on my experience with patient satisfaction measurements, financial disclosure is often the measure that patients give the low- est score when evaluating their ASC experience. Facilities with an effec- tive quoting process have reported improvement in this area. As the industry moves to public reporting of


Through the development of a quoting program, ASCs can take a leadership role in their local markets by establishing cost transparency while providing patients with a better financial experience.”


—Scott Palmer, Clariti Health


patient experience of care data, ASCs that want to be recognized as leaders will find increasing value in improv- ing patient interactions in the areas of cost and collections. Many states, including California, Illinois, Maryland, Florida and New York, have implemented consumer pro- tection laws requiring disclosure and, in some cases, limiting balance billing. An ASC could incur significant fines for non-compliance. Use of a quoting sys- tem can substantiate compliance.


16 ASC FOCUS SEPTEMBER 2018 |www.ascfocus.org


Required Information Calculating a patient’s out-of-pocket cost share requires a combina- tion of data from different sources. Begin with an understanding of the patient’s current insurance plan and status, including information about the patient’s coverage for elec- tive surgery, copay requirements, co-insurance percentage, remain- ing deductible amounts and out-of- pocket maximum status. Next, determine the allowable amount for the proposed procedures


The advice and opinions expressed in this column are those of the author and do not represent official Ambulatory Surgery Center Association policy or opinion.


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30