Changing reimbursement models place more payment liability with the patient. At the same time, national healthcare reform ties patient satisfaction to Medicare reimbursement. For both of these reasons, health systems need to improve the accuracy and efficiency of up-front cash collections to improve cash flow and decrease bad debt. Kettering Health Network shares best practices for patient collections learned from managing seven hospitals, eight emergency rooms and more than 75 outpatient facilities.
- Identify process improvement strategies to significantly impact patient collections
- Provide successful training approaches that enhance staff effectiveness in point of service collections
- Define financial advocacy techniques to improve patient collections and satisfaction
Executive Director Access & Scheduling Services
Kettering Health Network
Jana Mixon has worked in the health care field for more than 18 years. Jana’s experience has varied in multiple capacities from work in a single local physician practice, facility/hospital leadership and most recently as the Executive Director for Access and Scheduling Services at Kettering Health Network and Kettering Physician Network, in the Dayton, Ohio area.
It is her most recent role with Patient Access that has allowed her to focus on continual improvement in the flow of the patient journey through the revenue cycle. Jana has extensive experience in process improvement and workflow design related to scheduling, registration, all pre-service functions, insurance verification, financial counseling and workflow design. Jana has several certifications in the registration and scheduling modules of her facility’s electronic health record system. She has participated on and led several committees empowered to make significant changes in the scheduling and registration process to promote a more efficient and customer friendly cycle. One of Jana’s greatest accomplishments of late is the significant improvement in the patient financial assessment and upfront collection processes for Kettering Health Network.
Suzanna Hoppszallern; Senior Editor, Data and Research
Hospitals & Health Networks Magazine
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