Boston, MA
Westin Boston Waterfront
Nov. 2-3, 2017

The Key to Driving Efficiency and Improving Collections: Clarifying Staff Roles

November 3, 2017
3:15pm - 3:45pm
Grand Ballroom

Research shows that the rising financial burden of health care is causing a steady decline in the patient experience; this erosion puts both patients’ health and hospitals’ revenue at risk. Over the last decade, responsibility for health care costs has shifted dramatically, with even insured patients shouldering a larger burden than ever before. In 2012, patients owed approximately 5% of their bill.

We’re now seeing patients owe upward of 25% of their bill, many with deductibles over $5,000. As the number of high-deductible health care plans increases—and more patients consider cost when choosing providers—organizations need to both build a culture and understand how to operationalize patient access and price transparency with their staff and with patients.

Hear how two hospital executives created a positive culture around new tools to deliver price transparency and estimates to patients, resulting in hapier staff, improved patient satisfaction scores, and increased point of service collections.

Key Discussion Points

  • The patient payment landscape is shifting; it’s imperative to analyze patient experience and POS improvement opportunities
  • Clarity in staff roles is key to evaluating and driving efficiency; evaluate and define roles to create clear expectations
  • Patient experience is dependent on staff training; define and establish patient financial clearance systems


Joann Barnes-Lague

Revenue Cycle Manager
Shields Health Care Group

Amy Floria

Chief Financial Officer
Goshen Health

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