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4 Steps to Designing a Superior Patient Experience

4 Steps to Designing a Superior Patient Experience

Designing a Superior Patient Experience

We live in a world of increasingly lofty consumer expectations—one where 44% of U.S. consumers will switch to a competitor following a poor customer service experience.

The medical industry is no exception to this trend.

In a study by PatientPop, 58 percent of Gen Z, Millennials, and Gen Xers, as well as 63 percent of individuals 55 and older, said that responsiveness to follow-up questions via email or phone outside of the appointment is critical or very important to overall satisfaction.

Patients want more than just excellent care from their healthcare providers. They expect easy access to medical records, convenient online scheduling and appointment reminders, prompt responsiveness, and painless ways to contact your office—24/7/365. And they’re also seeking compassionate and knowledgeable representatives who are willing to provide caring and accurate resolutions to their issues.

As a medical provider, you should not only focus on bringing in new patients but also continually strive to improve patient retention. Growth in customer retention rates by 5 percent can increase profitability anywhere from 25 to 95 percent, after all.

So how do you design an experience that increases patient satisfaction and retention? Let’s dive in.

1: Make Prompt Call Answering & Convenient Appointment Scheduling A Priority

As we mention above, patients want—and nowadays expect—your office to answer quickly as well as provide effective and swift resolutions to their health matters. But in a busy office, the staff is often focused on dealing with patients. Even front desk and administrative teams can become inundated with in-office tasks at a busy practice, leaving calls, messages, and emails unanswered.

A superior patient experience starts with prompt call answering and convenient appointment scheduling—a service that’s available to your patients whenever they need you, including weekends and holidays, and answers every call addresses delicate patient concerns with empathy, and schedules appointments quickly. If your staff is struggling to keep up with demand, consider outsourcing your phone answering and appointment scheduling. Not only will this improve patient satisfaction, but it also brings a sense of work-life balance to internal staff and allows you and your team to focus on what you do best; caring for patients.

2: Streamline and Perfect Your Patient Intake Process

The patient intake process is tedious, but it’s incredibly important to your operations, and speed and accuracy are vital. Streamlining and perfecting patient intake starts with leveraging the right software—one that makes it easy for patients to fill in their information and access their records, and provides all of the valuable data your practice needs to operate in an easy-to-navigate platform. For starters, your intake software should:

  • Be encrypted for data transfer through the internet and HIPAA compliant
  • Be intuitive and user-friendly
  • Not require special software or hardware downloads or installation for the user
  • Be portable into back-end systems

Your intake process should also be integrated with your electronic health records (EHR) software, and information should be updated and available in real-time for a smooth experience—for patients, admin staff, and providers—so that everyone is up-to-speed. Both technology and your process should remove redundancies from your workflow and streamline the intake experience.

3: Provide HIPAA-Compliant Live Chat & Text For Swift and Convenient Communication

Another great way to improve patient experience is via live chat and text, through which you and your staff can communicate with patients wherever they are, send appointment reminders, have two-way private and secure conversations, multitask as needed and be available when emergencies happen.

HIPAA-compliant chat and text messaging lets you communicate efficiently and accurately with patients and simultaneously safeguards electronically protected health information (PHI) while taking full advantage of the speed and flexibility of today’s communication technology.

Some of the many benefits of secure live chat and text in the healthcare realm include:

  • Reduced response times, including in the off-hours and on weekends or holidays
  • Ability to provide immediate recommendations for care and preliminary diagnoses
  • Ability to send follow-ups, like reminding patients to take medications, which creates better relationships between you and your patients
  • Secure PHI storage that acts as a record of past conversations, symptoms, or complaints to improve future care, diagnosis, and treatment plans

4: Leverage Technology and Software Integrations For Smarter Decision-Making

Technology and software integrations have transformed healthcare and are vital in any medical practice. Why? Because when you streamline your office functions and workflows, you improve all aspects of patient care and experience.

First, your office should be using an EHR (electronic health record) system. This system automates access to client information, helping to improve workflows and reduce incidences of errors by improving the accuracy and clarity of medical records. It should include all the key clinical data relevant to each patient’s care, including:

  • Demographics
  • Progress notes
  • Problems
  • Medications
  • Vital signs
  • Past medical history
  • Immunizations
  • Laboratory data
  • Radiology reports

Communication data collected throughout your patients’ experience with your office—such as phone conversations, appointment scheduling, and reminders, and live chat and text transcripts—should also be sent to and recorded in your EHR system.

Finally, the right software can help you make better patient and business decisions. For instance, maybe you want to know the percentage of patient calls versus the percentage of calls from hospitals that come into your office. Or, maybe you want to know which hospitals call you the most or you want to know the main reasons patients call so you can use that information to improve patient care and education.

How The Highest-Performing Medical Practices Prioritize Patient Experience

Medical practices that provide a superior service experience are available to their patients 24/7, have a streamlined and accurate intake process, are tech-forward, and have omnichannel communication options that empower patients to reach out any time and from anywhere. But most medical practices don’t do it all on their own. The highest-performing medical providers leverage an outside service provider like Nexa to improve client satisfaction, increase retention and grow their revenue. Learn more about how Nexa can help your medical practice level up by visiting nexa.com/medical.


ABOUT EZCLAIM:
As a medical billing expert, EZClaim can help the medical practice improve its revenues since it is a medical billing and scheduling software company. EZClaim provides a best-in-class product, with correspondingly exceptional service and support. Combined, EZClaim helps improve medical billing revenues. To learn more, visit EZClaim’s website, email them, or call them today at 877.650.0904.

[ Contribution from the marketing team at Nexa ]

Ransomware Hackers Target Medical Billing Companies

Ransomware Hackers Target Medical Billing Companies

Ransomware hackers target medical billing companies, and it CAN AFFECT your entire company! (Ransomware is a type of malicious software designed to block access to a computer system until a sum of money is paid.)

Often out of one’s control, ransomware hackers target medical billing companies because of the tremendous value of the data. BUT, there are steps that CAN BE TAKEN to protect you, your company, and your patients and/or clients.

 

NetWalker Ransomware, for example, gained notoriety for targeting hospitals and healthcare providers with e-mails claiming to provide information about COVID-19. (The e-mail usually has an attachment that downloads the ransomware from a remote server when clicked on.) The thing is, this is very lucrative for identity thieves since medical records information sells anywhere from $1-$1000!

As the number of healthcare providers taking advantage of Telehealth continues to increase—now outnumbering in-person visits—the number of ransomware attacks continues to increase as well. This means Billers and Providers must be aware of the programs that are used on their machines and ensure necessary steps are taken to safeguard against hackers and attacks.

How can you protect yourself and/or your organization?

  • Carefully monitoring where you store and enter your passwords can be extremely beneficial to help minimize the risk of a hack and keeping personal or patient information protected.
  • Routine password changes and monitoring where you store and enter your passwords can be extremely beneficial to help reduce the risk of becoming a victim to a hacker. Passwords should be long, unique in characters, capitalization, and alphanumerical.
  • Have you had an accurate and thorough Security Risk Assessment and/or penetration testing? If you haven’t completed an accurate and thorough security risk assessment, you could also be penalized under ‘willful neglect’ (this category alone is $50,000 per violation!) in addition to the higher risk of ransomware attacks.
  • If you believe you might have revealed sensitive information about your organization, report it to the appropriate people within the organization, including network administrators. They can be alert for any suspicious or unusual activity.
  • The strength of your passwords directly impacts your online security.

 

Live Compliance can help. They aggregate breaches which enables you to assess where personal data has been exposed. Dark Web scanning is built right into their Portal, and it allows you to keep an eye on employees whose information was involved in a breach, where the breach took place, and then suggest the next steps to take.

At Live Compliance, they make checking off your compliance requirements extremely simple and to ensure this doesn’t happen to you or your organization:

  • Reliable and effective compliance
  • Completely online, our role-based courses make training easy for remote or in-office employees
  • Contact-free, accurate Security Risk Assessments are conducted remotely. All devices are thoroughly analyzed regardless of location. (Conducting an accurate and thorough Security Risk Assessment is not only required but is a useful tool to expose potential vulnerabilities, including those such as password protection.)
  • Policies and procedures curated to fit your organization ensuring employees are updated on all workstation use and security safeguards in the office, or out of the office—all updated in real-time
  • Electronic, prepared document sending and signing to employees and business associates

 

So, don’t risk your company’s future on ransomware hackers. Contact one of EZClaim’s partners, Live Compliance, especially since they are offering a FREE Organization Assessment to help determine your company’s status. E-mail them, visit their website at LiveCompliance.com, or call them at 980.999.1585.

For more information about EZClaim’s medical billing software, which provides a best-in-class product with correspondingly exceptional service and support,  e-mail, visit their website, or contact them at 877.650.0904.

[ Article contributed by Jim Johnson of Live Compliance ]

Online “Health Information Exchange” Is The Answer!

Online “Health Information Exchange” Is The Answer!

An online “Health Information Exchange” (HEI) can be the answer to managing the release-of-information (ROI) process completely digitally.

Many healthcare providers are spending a significant amount of time and money on fulfilling requests for medical and/or billing records. Outdated and inefficient modes of technology like printers, postal mail and fax machines make up much of that cost. Time spent on having employees complete record fulfillment operation—or money spent on working with third-party release-of-information (ROI) companies—add significantly to strains on manpower and/or budgets. Then add in the money spent on postage and in-office time spent responding to status calls, and you have a significant cost center that is not benefitting your business. 

In today’s digital world, both businesses and consumers expect efficient, safe, online transactions. While the healthcare industry had a longer grace period for digital transformation initiatives, a new survey reveals that 75% of people now expect the same service from healthcare organizations that they receive from other businesses. This is driving many organizations to re-think the current, highly ROI process and seek a simple, secure, and more cost-effective digital ROI solution. 

Utilizing an online Health Information Exchange may be the answer to your problems. By utilizing the FREE proprietary software that the country’s fastest growing HIE, ChartSwap, healthcare entities can manage the ROI process completely digitally in a HIPPA- and HITECH-compliant, SOC 2, Type II-certified and conveniently cloud-based environment. In addition to eliminating the need for paper, printers, postage, and other unnecessary and inconvenient expenses, ChartSwap allows records providers to conduct all communication with requestors 100% online without the security concerns associated with e-mail. 

ChartSwap users set their own fees and can quickly and conveniently collect payments electronically via either credit card or PayPal (which includes the option for ACH transfer). Over 90% of ChartSwap requestors use online payment methods, and for the few who still prefer to send a paper check, ChartSwap handles the receipt and processing of those payments on your behalf. That means that 100% of your payments for medical and billing records will be handled by the ChartSwap platform—at absolutely no cost to you!

Using ChartSwap has been shown to improve employee productivity by 50% or more, thanks to ChartSwap’s advanced digital workflows, automatic status alerts, and fully online communication model. Additionally, the turnaround time for fulfilling records requests via ChartSwap can be as quick as two days and rarely exceeds 14 days—that’s more than 50% faster than the turnaround time on requests fulfilled by traditional methods. 

To learn more about taking back control of your office’s record fulfillment operations, and turn this cost center into a profit center, visit ChartSwap today. 

ChartSwap is a partner of EZClaim, a medical billing software solution. For more details about EZClaim, visit their website at EZClaim.com