Finding the patient along your revenue cycle journey

Will you join the patient-first revolution?

Healthcare revenue cycle leaders are on a continuous revenue cycle journey as they try to capture net revenue for their organizations. But those leaders aren’t alone on that journey. They are joined by patients. The question is, are revenue cycle leaders and patients on separate paths, or are they on the same path, working in tandem to successfully reach their destination together?

That was the question posed in the opening keynote presentation at the 2022 Crowe Healthcare Revenue Cycle Virtual Symposium held on May 10. During the 90-minute session, keynote speaker Jan Oldenburg, principal at Participatory Health Consulting, asked attendees a series of questions about the patient’s place along their organizations’ revenue cycle journey. The results might surprise you.

Attendees’ responses form the basis of this informative interactive graphic.

Question 1

Question 2

Question 3

Question 4

Question 1

How does your organization treat the revenue cycle management (RCM) patient experience?

Question 2

How does your organization address revenue cycle management during the “seeking care” phase of the patient journey?

Question 3

How does your organization address revenue cycle management during the “getting care” phase of the patient journey?

Question 4

How does your organization address revenue cycle management during the “managing care” phase of the patient journey?

In many ways, the results are surprising if not disappointing. For example, nearly half of the respondents said they don’t consider improving the patient’s revenue cycle experience to be a strategic objective or even think about it. Fewer than one-third of the respondents said they consider a patient’s revenue cycle experience to be as important as a patient’s clinical experience.

For many healthcare organizations, revenue cycle leaders and patients might be on the same journey, but they clearly appear to be on different paths.

To learn how to make patients the focus of your revenue cycle management processes, please watch an on-demand rebroadcast of this keynote session or download the presentation slides.