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The Consumer Experience | Kevin Kumler

Patients have become accustomed to elements that have benefited them in other markets: transparent and clear information, readily available alternatives, and low switching costs. These elements have finally come to healthcare, and they’re giving patients an opportunity to sit in the driver’s seat as they do in most other areas of their lives.

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The Simple Changes that will Actually Help Revenue Cycle Evolve (Faster)

I enjoy working with the health plans to achieve mutual understanding regarding the billing and payment of claims for their members, but more importantly, I love creating solutions to help the consumer understand and manage their out of pocket responsibility.

HEALTHCARE EXPENSE IS NOT ELECTIVE, CONSUMERS DO NOT CHOOSE TO BE SICK OR INJURED. WHAT THEY WANT IS THE BEST CARE, RIGHT NOW, WITH THE BEST OUTCOMES, AND TO WORRY ABOUT THE BILL LATER.

When the healthcare provider can offer choices, assistance and solutions to the consumer, everyone wins. And that’s exactly the approach we need to take to keep healthcare finance moving forward.

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These Patient Experience Core Values are Simple, but Powerful

PATIENT EXPERIENCE HAS CHANGED IN THAT PATIENTS NOW EXPECT QUALITY SERVICE IN AN IMMEDIATE TIME FRAME. THEY WANT TO BE GREETED WITH A SMILE AND HAVE EVERYTHING PLANNED PRIOR TO THEIR ARRIVAL. MOST PATIENTS DO NOT WANT TO WAIT IN ACCESS AREAS.

They want to know what their financial responsibility will be prior to receiving services, because their insurance is leaving more of a burden on them. And, they want to take more ownership of their care.

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Company Culture: Why it Just Might Mean the End of the Glass Ceiling

Last week I sat down with Adreima’s President, Connie Perez, to talk company culture and the changing role of women in healthcare. She is a founding member on the HERe HFMA Committee (Arizona and National), bringing visibility to progress for women in health finance. Her experience includes leadership roles in both clinical and corporate. We are pleased to feature Mrs. Perez in this Women at the Top exclusive.

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