POS EMERGENCY POS EMERGENCY DEPARTMENT DEPARTMENT COLLECTIONSCOLLECTIONS

BRUCE SCHELLER, CPAMBRUCE SCHELLER, CPAMSOUTH FLORIDA AAHAM – PRESIDENTSOUTH FLORIDA AAHAM – PRESIDENT

NATIONAL AAHAM CH. DEVELOPMENT CHAIRNATIONAL AAHAM CH. DEVELOPMENT CHAIRAPPLE MEDICAL SERVICES – EVPAPPLE MEDICAL SERVICES – EVP

BSCHELLERAPPLE@AOL.COMBSCHELLERAPPLE@AOL.COM

CHANGING THE CULTURE OF CHANGING THE CULTURE OF THE COMMUNITYTHE COMMUNITY

“NOBODY EVER ASKED ME FOR MONEY”

OBJECTIVES1. Identifying true F/C

• Self Pay• Medicaid• UCC

2. Tracking/Reporting3. Psychology of Collecting

RESULTS OF A WELL THOUGHT RESULTS OF A WELL THOUGHT OUT PLAN AND PROCESSOUT PLAN AND PROCESS

• Increase ED collectionsIncrease ED collections• Increase Patient SatisfactionIncrease Patient Satisfaction• Increase Community AwarenessIncrease Community Awareness• Increase Clinical ParticipationIncrease Clinical Participation• Reduce Accounts moving to Bad DebtReduce Accounts moving to Bad Debt• Getting Signatures while patient still in-Getting Signatures while patient still in-

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CHAMPION THE CAUSECHAMPION THE CAUSEADMINISTRATIONADMINISTRATIONREGISTRATION/PATIENT ACCESSREGISTRATION/PATIENT ACCESSPFS DEPARTMENTPFS DEPARTMENTDOCS & NURSESDOCS & NURSESSECURITYSECURITYVOLUNTEERSVOLUNTEERS

WE NEED THE BUY-IN FROM ALL DEPARTMENTS!

STRATEGIC AND COORDINATED EFFORT!

KEEP THE VALUE OF YOUR KEEP THE VALUE OF YOUR RECEIVABLESRECEIVABLES

UTILIZING TOOLS AND UTILIZING TOOLS AND RESOURCESRESOURCES

STAFF TRAININGSTAFF TRAINING INSURANCE VERIFICATIONINSURANCE VERIFICATION DATA SCRUB OF STATE DATABASESDATA SCRUB OF STATE DATABASES HOSPITAL COMPUTER SYSTEM NOTESHOSPITAL COMPUTER SYSTEM NOTES PATIENT QUESTIONAIREPATIENT QUESTIONAIRE

TRACKING & COLLECTION TRACKING & COLLECTION REPORTINGREPORTING

• Number of Patients seenNumber of Patients seen• Number of Patients with amounts dueNumber of Patients with amounts due• Number of Patients with no money dueNumber of Patients with no money due• Number of Patients paidNumber of Patients paid• Co-pays & Self Pay amounts dueCo-pays & Self Pay amounts due• Co-pays & Self Pay amounts collectedCo-pays & Self Pay amounts collected• TotalsTotals

STAFF COLLECTION LOGSSTAFF COLLECTION LOGS

Employee name and dateEmployee name and dateAccount numberAccount numberPatient namePatient nameC/P or S/PC/P or S/PAmount dueAmount dueRemarksRemarksAmount CollectedAmount CollectedED or MedicaidED or Medicaid

SCRIPTING & FOLLOW-UPSCRIPTING & FOLLOW-UP

DESIGN PROPER TALK-OFFDESIGN PROPER TALK-OFFLETTERS FOR EACH SCENARIOLETTERS FOR EACH SCENARIOBI-LINGUAL LETTERSBI-LINGUAL LETTERSBUSINESS CARDSBUSINESS CARDS“NOT A FINAL BILL” STAMP“NOT A FINAL BILL” STAMPDOCUMENTATION ON SYSTEMDOCUMENTATION ON SYSTEMRECONCILE – Receipts, money, credit RECONCILE – Receipts, money, credit cards, logs, notes, etc.cards, logs, notes, etc.

PSYCHOLOGY OF COLLECTINGPSYCHOLOGY OF COLLECTING

RESPECTRESPECT COMPASSIONCOMPASSION UNDERSTANDINGUNDERSTANDING COMMONALITYCOMMONALITY EMPATHYEMPATHY HONESTYHONESTY FLEXIBILITYFLEXIBILITY CARINGCARING

WHY IS THIS IMPORTANT?WHY IS THIS IMPORTANT? 50% of hospital Bad Debt originates from the ED50% of hospital Bad Debt originates from the ED 20% of all ED patients are uninsured20% of all ED patients are uninsured Under-Insured population fastest growing Under-Insured population fastest growing

segment of those visiting the EDsegment of those visiting the ED Low-premium/high deductible plans forcing Low-premium/high deductible plans forcing

people to gamble with their healthcarepeople to gamble with their healthcare Up-front collecting accelerates cash flow and Up-front collecting accelerates cash flow and

decreases bad debtdecreases bad debt Resources provide for new ED equipment and Resources provide for new ED equipment and

increased funding for additional clinical staff increased funding for additional clinical staff

QUESTIONS?QUESTIONS?