It is Patient Experience Week! We are celebrating the cycle leaders and all of the hard work they’ve done and continue to do for the benefit of patients. Educating patients on guiding the billing process is crucial in ensuring a positive experience. To learn more about the essence of patient education and why we celebrate, continue reading.

April 23-29 is patient experience week, and HealthLeaders is helping to celebrate by spotlighting the hard work revenue cycle leaders put into creating a positive patient financial experience at their organizations.

During HealthLeaders’ Patient Financial Experience Summit last week, Mary Neal AVP of revenue cycle at Ochsner Health, and Savanah Arceneaux, director of pre-service and financial clearance at Ochsner Health, chatted with me during a summit session about how to create and streamline patient education resources in order to increase patient satisfaction among challenges such as the No Surprises Act.

Between complex billing statements and good faith estimates, revenue cycle staff have a lot on their plate when it comes to helping patients navigate these multifaceted and arduous statements. And at a time when a poor financial experience can negate a five-star clinical experience, revenue cycle leaders are under more pressure than ever to streamline processes for their patients.

So what are the keys to remedying this? Neal and Arceneaux say it ties back to patient education on all aspects of the revenue cycle, but payer and cost education can make the biggest difference.

“In recent years, payers began shifting more financial responsibility to the patients, and that’s been a big challenge. This has really prompted us to look at our long-term strategic vision for how we can make this experience more consumer friendly by opening that digital front door and giving patients various options for them to gain resources and education on their plans,” Arceneaux said.

This has led Ochsner to embrace services and technology that get them closer to the patients and make that connection before they even come in for their visit.

“It can be challenging being a patient-centered organization while we are attempting to collect what is being owed to us, so we want to be able to do this while involving our patients at every step. We want them to be financially informed prior to their visits so that they are feeling satisfied when they come in,” Arceneaux said.

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