Hayes' Healthcare Blog

Caring for the Clinician: The Key to Improving Patient Experience, Enhancing Health Outcomes, and Reducing Cost

Posted by Jerry Ford, CEO, Marathon Health on April 20, 2016 at 9:00 AM

According to the CMS National Healthcare Expenditure Projections report, the U. S. healthcare system is the most expensive in the world, making up 17% of the country’s gross domestic product. Projections have that number reaching to nearly 20% by 2020.[1] Aging populations combined with chronic health problems have put an enormous strain on medical and social services.

The reality is our healthcare system is broken. The way it’s constructed makes it difficult to navigate – for patients, providers, and employers. The good news is that visionary leaders and organizations are embracing change in an attempt to make a meaningful difference. That’s important because we should not be handing over the healthcare delivery system we’ve created to future generations. But instead of pointing fingers or assessing blame, we should be working together to make needed changes.

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Topics: patient satisfaction, Fee-for-service, value-based care, Hayes Thought Leadership Blog Series, healthcare improvement

4 Ways Front Desk Staff Impact Your Revenue Cycle

Posted by Angela Hunsberger on September 2, 2015 at 9:00 AM

Early in my career, I worked for two providers in a small privately-owned practice in the Midwest. For seven years I sat behind the front desk scheduling patients, checking them in, updating demographics, and filing insurance claims. My manager trained me to be thorough and accurate but yet I had no clue how truly significant my actions impacted our bottom line. Back then, the most important thing to remember was to obtain a good address so we could send a bill if needed. Boy, was I short-sighted.

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Topics: patient satisfaction, Revenue Cycle Health, system analysis

The Imperfect Checkout Process: 6 Steps to Enhance Patient Experience

Posted by Angela Hunsberger on August 26, 2015 at 9:00 AM

Picture a road race with no finish line. I envision it would look similar to the bewildered faces of patients leaving your office without stopping at a checkout desk. Without closure from their appointment, your patients may have trouble explaining details to their loved ones when they get home or have likely forgotten the next steps. They may have the clinical summary printout in their hand, but closing the patient’s appointment is more than providing a list of instructions and showing them the door.

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Topics: clinical documentation, healthcare revenue cycle, patient satisfaction, checkout

Understanding Referral Leakage: Identifying Preventable versus Expected

Posted by Tamarah Alexander on July 8, 2015 at 9:00 AM

Drip. Drip. Drop. That’s the sound of leakage. How are you managing your organization's outgoing referral population? Are you measuring and tracking the number of outgoing referrals? How well is your organization managing the coordination of patient care? Understanding why patients are seeking services outside of the proverbial footprint of your organization is crucial to your success.   When evaluating the details, it is important to know the “why”: why are patients being referred outside the organization or why they are choosing to leave the organization. Understanding the “why” will help you to identify service gaps and begin offering the services that meet the needs of your patient population.

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Topics: healthcare optimization, patient satisfaction, revenue cycle management, referrals

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