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

Amy Floria

Chief Financial Officer
Goshen Health

Amy Floria is the CFO at Goshen Health, Indiana’s most comprehensive health system. She previously worked as assistant vice president and director of finance at Goshen Health, where she was part of a management staff that led Goshen Health System through two decades without a layoff. She was also audit senior associate at PricewaterhouseCoopers in South Bend, Ind., gaining experience in financing, management and health care. Currently, Amy oversees all finances, and provides strategic planning to ensure that Goshen Health is prepared regarding federal health care reform. Amy received both her bachelor of arts and master of accountancy degrees at Manchester College, North Manchester, Ind., before attaining her MBA from Mendoza College of Business at the University of Notre Dame. She is a member of organizations such as the American College of Healthcare Executives, the Indiana CPA Society, the American Institute of Certified Public Accountants and the Healthcare Financial Management Association.


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.

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