Patient Financial Experience Forum
Friday, March 18, 2022 

Research shows that a single poor billing experience from a provider can negate a positive, high-quality clinical experience. It also affects the bottom line. One study discovered that when patients reported a poor experience with the business office, only 25 percent paid their bills in full - but when patients reported being very satisfied with the business office experience, the paid-in-full percentage reached nearly 75 percent. In addition, 56% of patients say they would consider switching providers for a better healthcare payment experience. This forum will bring together revenue cycle, patient experience, quality, compliance, and marketing staff to explore the patient financial experience from front-end scheduling to payment in full.

AGENDA

9:30-10:30

The Future of the Patient Financial Experience

This panel will discuss ideas and actions for improving the patient financial experience, from pre-service to after-care. Polling questions will be used to assess where attendees are now on this journey.

Panelists: Liz Tucker, System Director of Registration, Baptist Memorial Healthcare Corporation

Hannah Maddox, PFS/MSO Director, Magnolia Regional Health Center

10:30-10:45

Networking Break

10:45-11:45

Patient Financial Communication Best Practices  

This session will focus on resources, from HFMA best practices to the use of patient and family advisory councils for communications reviews, to improve the patient financial experience.

Panelists: Lorie B Mills, RHIT, CCS, System Director of Coding and CDI, Forrest General Hospital

11:45 – 12

PayZen presentation (Lunch sponsor)

Tony Mary, VP of Provider Sales and Channel Partnerships, PayZen

Noon 

Networking Lunch

1-2

Revenue Cycle Roundtable

Panelists: Chris Loftin, System Director/Regional Business Office, Baptist Memorial Healthcare Corporation

Kevin Adams, Director of Revenue Cycle, Anderson Regional Medical Center

Matt McHan, Patient Accounts Manager, Forrest Health

2-2:15

Networking Break

2:15-3:15

Price Transparency & the Future of Consumerism in Healthcare

Panelists: Kevin Adams, Anderson Regional Medical Center

Rich Lopez, Chief Revenue Officer, PayZen

Carmen Cooper Oguz, North Sunflower Medical Center

3:15

Next steps, Evaluation & Adjourn