HEALTHCARE FINANCE SUMMIT: A HIMSS EVENT

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

The Cost of Poor Patient Financial Experience

November 3, 2017
2:15pm - 2:45pm
Grand Ballroom

Clinical patient experience has consistently been in the spotlight for reimbursement purposes, but financial patient experience is just starting to gain momentum as a focal point for healthcare providers – and with good reason. A poor financial experience creates an unhappy customer and can lead to increased billing costs and reduced customer loyalty. There have also been studies linking poor financial experience to therapeutic non-adherence and poor outcomes. None of it’s good, and as healthcare transitions from volume to value, it’s a cost healthcare providers can no longer afford.

Despite that, most providers do not measure financial experience, so do not know how they are doing in this space. But that doesn’t include St. Luke's Health System in Boise, Idaho, which employees nearly 10,000 people,

Not only has St. Luke’s started to measure its patient financial experience against industry benchmarks but it has also begun to monetize it. In this session, Michael Rawdan, St. Luke’s senior director revenue cycle and patient experience, will explain to attendees how the organization has done that.

Speakers

Michael Rawdan

Senior Director Revenue Cycle & Patient Experience
St. Luke's Health System

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