FEATURE


and out-of-pocket expenses associ- ated with the facility fee. “The trial showed that patients were open to more knowledge on the finances of their healthcare situation,” Kinniard says. “Our ASC has always done a nice job of educating patients on expenses, but this department takes that to another level.” Experts in the department take the time to under- stand and explain to each patient their unique situation. They also assist with reviewing payment options with the patients. “This has accelerated our ability to help patients understand their responsibility.”


Essential Role of Staff


Perhaps just as important as the infor- mation provided to patients, says Mahoney, are the individuals deliv- ering the education. When Bluffton Okatie Surgery Center hires to fill a position that requires discussions about expenses with patients, the ASC seeks out prospects with experience. “It helps greatly to have a strong understanding of insurance and how it works,” Mahoney says. “Most of the time, a patient’s obligation is pretty cut and dry if you know how to do the calculations. We look for people who are knowledgeable, exude confidence and are not abrasive. This can help ease patient doubt.” Stock says staff members tasked with this responsibility must also possess a strong personality. “It can be difficult asking people for money. You certainly get patients who become upset. Our staff have been taught to remain calm and listen and explain that the information they are relaying is from the patient’s con- tract with their insurance carrier. A majority of upset patients eventually relax and hear the information.” Mahoney says her staff strive to


avoid putting pressure on patients when discussing financial respon- sibility; rather, they focus on help- ing patients make an informed deci-


16 ASC FOCUS AUGUST 2020| ascfocus.org


Patients appreciate that they could make an informed decision, both clinically and financially, about their surgical care.”


— Terri Mahoney, CASC Bluffton Okatie Surgery Center


the right people with the right knowl- edge, empathy and kindness, then these discussions with patients boil down to a number, and one we can- not control. We want to make sure our patients feel as comfortable as possible with the decision they need to make.”


Hard Work Pays Off


While educating patients about their expenses can prove difficult, Stock says the results justify the effort. “Taking the time to explain what they will owe and why they owe pre- vents challenges in collecting patient responsibilities. By providing clear and upfront information about what those responsibilities are, we see very few patients who do not comply with payment on the date of service.” Bluffton Okatie Surgery Cen- is in a similar boat. Mahoney


ter


sion about their individual situation. “While we would prefer not to push out surgery, we want our patients to feel comfortable when making the decision to proceed with and pay for their surgery.” Most of these con- versations occur over the phone, but patients are welcome to sit down and review their options with a member of the business office in person. To help keep these staff members’ skills sharp, Mahoney ensures they have access to the most current infor- mation on payers and their plans. Staff can take advantage of com- munication courses. The ASC also leverages role playing where staff are presented with a scenario concerning patient expenses and challenged to act out their response. “If you have


says her ASC collects about 95 per- cent of what it is owed by patients prior to the procedure, and she does not recall any cancellations on the date of service due to patient finan- cial obligation. While patients are sometimes shocked when they learn what they will owe for their proce- dure, they appreciate this informa- tion when the time comes for them to pay, she says. “They express grat- itude that we are transparent with them and do not surprise them with a bill. Patients appreciate that they could make an informed decision, both clinically and financially, about their surgical care.” Such knowledge, Kinniard says,


helps


improve outcomes. “There is less anxiety on the day of sur- gery for patients and their families because they are aware of their finan- cial responsibilities. They feel more control and can focus on recover- ing from their procedure physically and emotionally.”


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