Hayes' Healthcare Blog

Cynthia Ethier

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5 Tips for a Consumer Friendly Front Desk

Posted by Cynthia Ethier on December 13, 2017 at 9:00 AM

With an industry push toward healthcare consumerism, the economic purchasing power and decision-making is shifting into the hands of patients. Patients are now becoming more educated and involved in shopping around for healthcare and they must consider all options and choices for quality and cost.

A patient-centric workflow that focuses on the needs and desires of patients and leverages service quality will resonate with wise healthcare consumers. Combining a patient-centric workflow and a friendly, efficient front desk is the best way to deliver an optimal experience to your patients. Here are five steps that can help enhance the patient experience at the front desk.

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Topics: revenue cycle, healthcare customer service

How to Create an ACA Front Desk

Posted by Cynthia Ethier on January 28, 2015 at 9:00 AM

The Affordable Care Act (ACA) has no doubt affected healthcare operations, including the front desk of all physician practices. Traditionally an entry level job in most medical organizations, the front desk employee has now taken on a more crucial role. Specifically, he or she now needs to take a more active role in the revenue cycle due to the changing domain of insurance. My consulting philosophy has always been; “If you have a great front end, you won’t need a back end.” So how do you ensure your front desk is ACA optimized?

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Topics: front end operations, front end operations improvement, centralized front desk operations

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