The Patient Experience: How Front-End Revenue Cycle Impacts Satisfaction
May 08, 2023
What is the patient experience? It is a complex, multi-faceted concept that considers the entire journey of a patient from the moment they first interact with the healthcare provider to the moment they receive care. It is a comprehensive evaluation of every point along the patient's journey and the impact it has on their overall satisfaction.
At the front-end of the Revenue Cycle Management (RCM), the patient experience is highly impacted. RCM is the process of ensuring that a healthcare provider or facility receives the money it is owed for services rendered to a patient. The front-end of the RCM process consists of:
- Patient registration
- Appointment scheduling
- Payment collection
These critical components of the RCM process are the first steps in ensuring that a healthcare provider receives the full reimbursement for services.
One of the most important aspects of the patient experience is the ease and convenience with which a patient can register and make an appointment. This should be simple and straightforward, and should not require an excessive amount of time and effort. Automation and mobile technology can help ease this burden, by allowing patients to register and make appointments from their laptop or mobile device. This is more efficient for the patient, and allows them to focus on more pressing matters.
Another factor that can significantly impact the patient experience is the payment collection process. The process should be simple and intuitive, and should take into account the patient's financial situation. This can be achieved through a variety of methods, such as:
- Self-pay options
- Payment plans
Furthermore, it is important to ensure that payment collections are timely, so that the healthcare provider does not incur losses.
The front-end of the Revenue Cycle Management process is essential to providing a positive patient experience. It is essential that healthcare providers invest in the right technology and resources to ensure the front-end process is efficient and intuitive. This will ensure that the healthcare provider receives the necessary reimbursement, while the patient receives the best care possible. If the front-end of the RCM process is optimized, it can have a profound impact on the overall patient experience, and can help ensure a satisfied and loyal patient base.