Pat 2 of a 2-part Q&A series with Leslie Favela
With some strategic advanced planning, ambulatory surgery centers (ASCs) can put policies and procedures in place, along with tracking mechanisms, to effectively manage their revenue cycle.
For this second blog in a two-part series, Leslie Favela, an eight-year veteran of Regent Revenue Cycle Management (RRCM) and manager of the RRCM Business Development team, sat down to answer some of the most frequently asked questions that RRCM receives from ASC professionals around the country:
My colleagues and I are trying to find ways to improve our collections and are considering asking for upfront collections from patients. How can we do this without irritating our clientele?
There are several ways to sustain the goal of improving collections overall, and we have had several successes with centers starting to do the upfront collections. In another recent blog, we addressed some of the myths out there, but on a high level, before you start upfront collections, education is key. It is critical that you begin by educating your surgeons, educating the center staff, and educating the patients on exactly what it means and why collecting upfront is the right thing to do. For us, a big focus has been advising the patient and educating them on their financial liability for their healthcare. Once they understand that piece of it, I think that definitely takes away the irritation.
Within our industry, times have changed. Now, we have the capability to really know how much a patient is estimated to pay for a given procedure. So, step one is making sure the patient understands that information: what their deductibles are, what their liability is. The same thing is true for the surgeons: they can prep the patients on their end by telling them “Hey, we can save you time and money by doing the surgery you need at the surgery center instead of at a hospital. We’ll help you understand your deductible and the percentage of the total cost you’ll need to pay, and we collect that upfront.”
Last year my center merged with two other surgery centers and it has been so hectic that I am worried some administrative chores may be falling through the cracks. Do you have any suggestions on how we can ensure nothing gets missed?
Yes, merging two surgery centers can definitely be hectic, but establishing standard policy and procedure helps. At RRCM, we follow a check list that details what reports we should be running on a monthly basis and helps ensure that all of the critical work of revenue cycle management gets done. Self-audit is really key here, whether it’s you who’s completing the tasks or managing someone else who is implementing. It’s all about making sure that once you have the process in place, you follow through on all of your business office policies and procedures, and that you tend to them each month.
“It all comes down to advance planning,” Favela says. “Overall, the secret is really focusing on revenue cycle management and working to ensure that you have an effective structure in place within your business office. In addition, centers should educate everyone from the staff to the surgeons to the patients on standard operating procedures for the center and overall expectations. With those things in place, it’s all about doing regular self-audits to make sure you’re doing everything right and catching any issues early.”
For more information about effective revenue cycle management, contact Favela.