Because patient satisfaction is a key focus for hospitals and health systems, revenue cycle management (RCM) and patient satisfaction are closely intertwined.
Confusing medical bills muddied by legal jargon, patients unclear about how much they owe, customers who are unable to get answers to their billing questions: All of these things can cause patients to give the hospital a bad review online.
Becker’s Hospital Review recently spoke about the connection between RCM and patient satisfaction with Scott Gunther, senior vice president of global operational development at RCM solutions provider Navigant Cymetrix; Mark Klaus, vice president of operations at Navigant Cymetrix; and Ron Harman King, CEO of Vanguard Communications.
“As in other areas, our research finds that healthcare consumers are not as upset over core issues — e.g., a late doctor or lack of parking or what they were charged in their co-pays — as they are over a perceived lack of information about those issues,” said King of Vanguard’s examination of nearly 35,000 online physician reviews.
In the Becker’s article, King and the other experts outline customer service mistakes hospitals make, and address how hospitals can overcome these issues.
Seven common RCM customer service mistakes
About Vanguard Communications
We provide education-focused healthcare marketing with a strategy guaranteed to bring in new patients. Through our MedMarketLink program, Vanguard combines the disciplines of online and offline PR, strategic marketing and information technology for healthcare providers.