Hospital Access Management – August 1, 2019
August 1, 2019
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It Is Not Insurance, It Just Looks Like It: ‘We Make Them Self-Pay’
Growing numbers of patients are handing over what looks like valid insurance cards to registrars; in reality, they have no coverage at all. These patients pay monthly premiums to healthcare sharing ministries. Some members expect the plan to pay hospitals directly, just like insurance. However, patients submit bills to the plan and potentially are reimbursed for some portion of it — or not, depending on the circumstances.
Once Hidden, Contracted Prices With Payers Will Be Posted
This year, hospitals started posting prices on websites. However, it turned out this change was of little value to consumers. Nevertheless, it is time for the next step: posting contractually agreed prices with payers.
Hospitals Suing Patients for Unpaid Bills
Various hospitals are receiving media attention not for the care they provide but because of who they are suing — namely, their own patients. In addition to a little revenue, usually arriving in small negotiated payments over a period of years, these facilities are receiving bad publicity, too.
Underinsured Patients Delaying Care
Of adults with health insurance, 29% were underinsured in 2018 (up from 23% in 2014), according to a recent survey. Those who bought plans on their own were most likely to be underinsured, with 42% reporting inadequate coverage.
Formerly Limited, Patient Portals Offer More Online Options
Patients want their healthcare experience to be like making a restaurant reservation or checking into a hotel. Facilities are working to upgrade online patient portals while closing the gap with top-notch customer service.
Expect Scrutiny on What Registrars Say or Do Not Say About Charity Care
If registrars are not already well aware of the need to comply with charity care regulations, a recent announcement will get the point across.
Focus on Charity Care ‘Now More Than Ever’
Automated processes and electronic price estimation tools can better prepare staff, who can better prepare patients for their expected out-of-pocket expense. Patients appreciate receiving a price estimate, financial counseling, and financial screening all at the same time.
Financial Talks Do Not Always Start Smoothly
When things go poorly, it is because registrars fail to properly introduce themselves, do not provide the patient with a clear purpose of the call at the beginning of the conversation, or start the discussion at the wrong time.
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