Training is key to pre-service center
Employees more comfortable collecting
Greensboro, NC-based Cone Health Systems recently revamped its processes for upfront collections and reduced denials for scheduled surgeries and outpatient appointments by creating a new department named the PreService Center.
"Some benefits of the PreService Center include educating our patients prior to the visit of their benefits, copays, out-of-pocket amounts, and co-insurance responsibility," says Sebrena Johnson, team lead specialist. "Due to the training, staff are more confident in their new roles. They have a better understanding of the necessity of upfront collections and reducing denials."
The PreService Center staff receives ongoing training on customer service and effective collection processes, including verification of insurance and using credit card machines. "We are noticing successful results are coming from educating the staff and making sure staff are prepared with accurate information prior to contacting the patients," says Johnson.
The PreService Center is collecting for outpatient and inpatient surgeries and outpatient scheduled appointments for MRIs, CT scans, ultrasound, and vascular studies.
Employees are more comfortable in collecting because they can explain the information to the patient with greater confidence.
"Even though our collections have increased immensely, there is still opportunity to bring in more revenue," says Johnson. "It is an ongoing training and learning process."