Expanding Patient Communication
Imagine a world without smartphones – for most of us who rely on these gadgets, it is nearly impossible to do. We browse the internet, shop, text, talk, email, take pictures, play games, listen to music, and much more using these devices. Then consider how many other gadgets are being replaced by your smartphone – alarm clocks, cameras, GPS devices, radios and mp3 players, and yes, even traditional phones.
Moreover, phone conversation itself is being rapidly replaced by text and email. Many patients and consumers prefer the convenience of receiving text and email alerts with important information, and the ability to interact with service providers, anytime and anywhere.
To allow patients to communicate with us using whatever method they prefer, State Collection Service has expanded its patient communication efforts to include text notifications and e-statements within our early-out service model.
We recently created a program with a client that manages unpaid copays at the time of service. The patient receives a text message with contact information and a request to call. Those inbound calls are routed to our client-specific team members trained to obtain payment for outstanding co-pays prior to claim adjudication. We expect expanded use of patient text notification with this client engagement, and with other clients in the future. Increased convenience for the patient results in increased contacts and decreased days of outstanding payments.
We are also expanding our email communication channels. State Collection Service has implemented the use of e-notices that let patients know that their statements can be viewed online. The statement viewing portal allows patients to indicate how they would prefer to receive their statements, by email or postal mail, as well as view previous statements and make payments.
Our goal is to improve the overall patient experience by improving our interactions. An important part of that effort is to keep up with the times and create better ways to communicate with patients. If communicating electronically is something you are interested in discussing further, contact us at (800) 477-7474 or firstname.lastname@example.org.
About State Collection Service, Inc.
Since 1949, State Collection Service has provided quality collection service to countless healthcare organizations.
Through experience and innovation, State Collection Service has grown to become a tremendously credible and nationally-recognized collection agency offering services from pre-registration to bad debt. It is upon the basis of ethical behavior and a dedication to integrity that each State Collection Service employee works to uphold the company’s vision – Partnerships for a Lifetime.
*This article first appeared in “A State Collection Service, Inc. Newsletter Volume 20, Issue 4, Fourth Quarter 2014”