Optimizing Front Office Performance
Best Practices for Securing Coverage and Maximizing Patient Collections
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This study examines critical aspects of front office performance—collecting point-of-service (POS) obligations, managing the self-pay population, and laying the groundwork for effective back-end patient collections. By reading this study, members will learn:
- How to maximize upfront patient collections
- How to successfully manage the growing uninsured patient population
- How collection strategies differ in the ED from the outpatient setting
- How to effectively set program targets by utilizing data and analytics
Front office performance critical for margin preservation
Over the last few years, a combination of factors has forced finance leaders to focus on front office activities to maximize patient collections. The rise in the ranks of the unemployed and an increasing enrollment in high-deductible health plans have added to the front office challenge. As a result, many hospitals face a deteriorating payer mix and greater difficulty collecting patient obligations, which contribute to rising bad debt levels.
The prospect of expanded coverage under health care reform lends additional urgency to this task. Between 2014 and 2016, a projected 29 million uninsured individuals will receive coverage, and many more will shift from existing plans to coverage provided through the new exchanges. Consequently, finance executives face a growing challenge to ensure that their front office operations are up to best-in-class standards.
Streamlined front office processes crucial to program success
This research study examines key aspects of front office performance—collecting point-of-service (POS) obligations, managing the self-pay population, and laying the groundwork for effective back-end patient collections. The study is organized into six sections, each focused on improving discrete areas of front office performance.
Access the full study to learn more
Optimizing Front Office Performance profiles 23 best practice solutions to achieving best-in-class front office performance. All practices are graded based on their potential to increase point-of-service collections and/or enhance front office performance. The study also provides benchmarks to assist members in comparing their upfront collections performance to their peers.
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