Process Improvement - Revenue Cycle Transformation
Chiropractic | Bariatric | Functional Medicine | Residential Services | Small Business | eCommerce | Events
The strategy and operations discussed below are written for a healthcare environment, yet can easily be applied to service industries, retail, and others. Revenue Cycle Transformation begins with the notion of “selling a good night’s sleep, not a mattress” and continues through a best practice approach, operational efficiency, and accountability. We are happy to provide a snapshot of how these would look for your specific industry or medical specialty for Operations Consulting services.
From Seminar to Surgery
Tracking conversation rates is the only way to know what is happening to your marketing leads. Your office processes and staff should be fine tuned to capitalize on the digital marketing tools you’ve spent valuable time and money perfecting. A great landing page experience, click through rate and mobile page speed are naught if internal patient intake process is not optimized for converting new patients or customers.
There are several tools available:
CRM software implementation for tracking intake process and patient follow up
Call recording to ensure your staff understands the phone converting process
Identifying the characteristics of a high performing staff to increase team satisfaction, reduce clinical errors
Utilize automation from patient Apps to online forms processing
Scalability for Success
Expanding your patient base and growth potential to enhance successful patient outcomes for optimal loyalty and referrals, doesn’t have to be a mystery. Be on the forefront of your industry or practise specialty with new solutions and patient driven results. Identify missed opportunities to expand and ensure scalability.
Adding new product revenue streams, such as a new procedure
Networking with healthcare professionals for referrals and patient care collaboration
Collaborating with vendors via customizable brand messaging
Engaging in the community through events and sponsorships
Providing vlogs, webinars and subject matter expert videos
Review marketplace competition
Make Accessibility a Priority.
Understanding ADA compliance for a physical location, as required under Tittle III of the Americans with Disabilities Act, most healthcare providers have taken steps to make their physical environment accessible for all members of the public, including those with disabilities. However, many are unaware accessibility extents to digital environments, such as websites. Although laws have not been changed, courts are interpreting ADA standards to include website accessibility.
There are private guidelines established by the Web Content Accessibility Guidelines (WCAG) providing website accessibility compliance achievement. In addition, the Bureau of Internet Accessibility provides an audit for any accessibility issues and we can provide remediation to ensure compliance with back end website software and maintenance.
The following are just a few important examples to consider;
Provide captions for multimedia (clickable transcripts)
Multi-interactivity means of navigation (voice, non-keyboard)
Alternative Text for Images (SEO)
Use media void of physical reactivity components (vertigo)
Perfect the Patient Experience
In the article on Google’s new criteria for Page Experience we discuss website processes to obtain and maintain a high score on this important SEO ranking. But how about the patient experience offline? Taking an objective look at your processes and best practices should include experience in conjunction with operational efficiency.
We advocate a multi-team system of the Care Team and the Central Team. A data and process driven individual may not excel in “people skills” and visa versa. The Care Team has direct patient care task in process from intake to discharge, patient education, financial counseling, pre-testing and follow up. The Central Team supports with indirect tasks such as insurance verification, billing and claims, appointment prep work, making packets, supplies management, reporting and vendor interaction.
Perfecting the patient experience takes objectivity, analysis, implementation and revisiting on a regular basis. The best method? Ask your patients!
Measure service quality
Scheduling flexibility and practitioner availability
Patent education of what constitutes a “positive end result”