Is Your COVID-19 Response Going to Cost You Patient Visits in the Future?

Patients who owe you as little as $100 may visit a different provider for their future needs.

According to an AthenaHealth study completed in 2017, “orthopedic patients were the most sensitive to balance size, with their return rates dropping 45 percentage points when their balance was over $200 compared to when they owed nothing.”

Here are 3 essentials to Preserving Patient Loyalty During Crisis:

1) Proactive Patient Communication

  • A Letter strategy to communicate your policies and available payment options
  • Being mindful of the tone on your outbound calls

2) Flexibility for Payment Options

  • Offer a deferred in-house payment arrangement
  • Helping patients understand your 3rd party finance options available to them

3) Extended Hours for In-House Patient Financial Advocates

  • Providing practical advice on subjects such as unemployment
  • Discuss other options that are available and what they might expect

Mnet is ready to help you, even on a temporary basis, using our Remote Call Center technology and remote Patient Financial Advocates. 

Contact us to find out more:

800.361.6638 | contact@mnethealth.com

Our Remote Call Center is here to help you.

In light of the current Coronavirus pandemic, Mnet is deeply committed to working with the medical community in their efforts to stabilize productivity and keep patient communications open and available. We understand the drastic situation that the healthcare industry is facing – and we’re here to help. 

Mnet has tailored our remote assistance to be a seamless transition for your ASC with limited commitment. Our main goal is to help our loyal clients and help preserve the integrity of our industry as we work through this challenging time together.

Remote Call Center – How it works:

Mnet PFA’s will remotely access your Patient Accounting System and you will forward inbound patient-balance calls into our Remote Call Center.

Remote Call Center Features:

  • PFA teams dedicated to you and your ASC
  • 100% US based with multilingual staff
  • Seamless Call transfer capabilities
  • IVR
  • Support 8am-8pm central and weekends with 9 second average hold time

Patient Financial Advocates :

Your patients will be assisted by highly trained PFAs

  • Able to answer billing questions
  • Offer payment or pay-plan options
  • Help boost CareCredit utilization
  • PAs can help patients explore alternative payment or bill resolution through federal or state programs

Learn More

Mnet Health Provides Immediate Remote Patient Financial Advocates and Remote Call Center

Do you need help fielding patient calls during the COVID-19 pandemic?

In light of the current Coronavirus pandemic, Mnet is deeply committed to working with the medical community in their efforts to stabilize productivity and keep patient communications open and available. We understand the drastic situation that the healthcare industry is facing – and we’re here to help.

Mnet is ready, willing and able to field inbound patient payment calls, even on a temporary basis, using our Remote Call Center technology (RCC) and Patient Financial Advocates (PFAs).  Mnet has tailored our remote assistance to be a seamless transition for your ASC with limited commitment. Our main goal is to help our loyal clients and help preserve the integrity of our industry as we work through this challenging time together.

Remote Call Center – How it works:

Mnet PFAs will remotely access your Patient Accounting System and you will forward inbound patient-balance calls into our remote contact center.

Call Center Features:

  • PFA teams dedicated to you and your ASC
  • 100% US-based with multilingual staff
  • Seamless Call transfer capabilities
  • IVR
  • Support 8am-8pm central and weekends with 9-second average hold time

Patient Financial Advocates:

Your patients will be assisted by highly trained PFAs

  • Able to answer billing questions
  • Offer payment or pay-plan options
  • CareCredit 

Transact CareCredit as a method of payment

Help patients through the application process

PFAs can help patients with practical suggestions during the crisis such as:

  • How to apply for unemployment
  • Where to find assistance
  • Much more


Would you like to learn more?

Call us at 800.361.6638 or email us at contact@mnethealth.com.

 


Press Release:
Click here to read the full Press Release on PRWeb.


Mnet's Top Priorities and Goals During COVID-19

As we continue to navigate the evolving and unprecedented circumstances around COVID-19, Mnet wants to reiterate that our top priority is the safety and health of our customers, employees and loved ones.  Our thoughts go out to all those impacted by the virus.

As always, we are doing everything possible to continue providing you and your patients with the highest level of service, which you have come to expect from Mnet.  Our business continuity and disaster recovery plan include maintaining geographically distributed data centers, which have been operating consistently to ensure uninterrupted service and product functionality. Our team members have been transitioned to work remotely and every department is fully operational.  This plan has been developed over several years and has enabled us to adapt quickly with minimal impact on our customers and their patients.

Going forward, aside from any breaking news that may require immediate attention,  Mnet will be sending weekly updates to keep you informed.

We value the confidence you place in us and remain steadfast in our responsibility to support you and your business.  We are honored to serve together with you and deeply appreciate all of the sacrifices that our healthcare professionals are making each day.

Wishing you safety and good health.

Sincerely

David Hamilton


Dos and Donts of Text Billing

The Do’s and Don’ts of Text Billing Patients

Text messaging or SMS communication is a great way to reach patients if you want your bill to be seen and dealt with quickly. According to a study by Qualtrics and Accel, young millennials check their phones on average 150 times a day. An eMarketer study conducted in 2016 also revealed that the average adult spends more than 4 hours per day on their mobile phones.

Text reminders can be effective in a way that paper statements and phone calls are not. Texting is part of many patients’ normal daily routine and it’s convenient for patients. Texts are also seen as less intrusive by patients than a follow-up call.

There are a variety of approaches that providers can use when text billing patients. For example, providers can send text alerts to remind patients of statement availability or when payment is about to be deducted for recurring payments. It could also be in the form of a text message, notifying patients that payment is due, with a link that they can click which takes them to a patient portal where they can pay immediately.

In a way, text messaging drives the adoption of online payments because the process is so simple. Your patients pay online and you are able to collect quickly at a low cost to your business.  One survey revealed that 65% of consumers (respondents) pay their bill on first text notification.

Text billing can lead to quicker payment and improved collection efficiencies but it is not without costly compliance risks. It’s important that you understand the rules and regulations around using text as a collection tool.

In 2017, Uber agreed to pay $20 million to settle a class-action lawsuit over allegations it sent unsolicited text messages in violation of TCPA. Prior consent is not the only hurdle you’ll have to go through when text messaging consumers. There are other things to watch out for.

In September 2013, the Federal Trade Commission fined a debt collector $1 million for FDCPA violations involving text messaging, but not directly because of the text messages but for failing to identify themselves as debt collectors.

Relevant Laws

There are different laws that may apply when you use text billing into your collection strategy. Some apply to the communication method, some to the industry itself and some may apply depending upon the information being sent.

  • TCPA: The Telephone Consumer Protection Act (TCPA) was enacted in 1991 to protect consumers from unsolicited automated calls, texts, and faxes. TCPA violations cost at least $500 per illegal call, text, or fax. This can add up quickly when you text thousands of individuals at a time.

Because a text is considered a call, TCPA applies. If you will be sending mass texts, you must keep TCPA in mind. Calls (or texts) to cellphones using any form of artificial or prerecorded voice or using an automated telephone dialing system (ATDS) without the recipient’s consent is illegal. While the law does allow for some exceptions, they are quite narrow.

  • FDCPA: The Fair Debt Collection Practices Act applies due to communication with consumers about their debts.
  • HIPAA: When collecting medical debt, HIPAA (Health Insurance Portability and Accountability Act) is an additional concern that should be addressed when considering any communication with consumers.

In addition, though not federal law, there are messaging best practices and guidelines set by the CTIA (Cellular Telecommunications and Internet Association) which represents the U.S. wireless communications industry and is comprised of representatives from major telecom companies, such as carriers and suppliers.

Here are things to remember when texting billing patients:

DO’S

  1. Ask for consent for all communications

It is good practice to adopt documentation policies that clearly confirm a patient’s consent to use their number for billing and collection purposes.

It is best to gain consent to text while speaking live with the consumer on the phone. During this process, debt collectors can verify the mobile number and send an opt-in text while still speaking to the consumer, ensuring the process is complete before concluding the conversation. Consent can also be gained through your facility’s website, allowing consumers to feel more in control of their preferences.

You can also get consent through a well-written consent form as part of new patient paperwork, or to existing patients at their next visit.

Providers can't just get the patient’s consent to send one sort of message, but then send something totally different. Patients need to consent or opt-in, very specifically, to the specific type of messages that you’ll be sending them.

  1. Use secure messaging platform or encryption

HIPAA requires providers to use security measures when communicating with patients via text/email, such as encryption or secure messaging platforms. Alternatively, providers need to obtain consent from patients to send protected information via unsecured email or text. Sending protected information over unsecured emails or texts without a patient’s consent can violate HIPAA. Also, remember that “password-protected” is not the same as “secure” or “encrypted.”

  1. Include an opt-out message in all texts

Opting out or revocation should be offered at any reasonable time, place or manner for those wishing to discontinue communication by text. Your center must also immediately take action to stop texting them as soon as reasonably possible.

  1. Include certain disclosures as required by regulation

For example, text messages must include certain disclosures as required by CTIA. FDCPA also requires debt collectors to inform the consumer of the following (mini-Miranda):

  • The contact is from a debt collector
  • The purpose of the communication is to collect a debt
  • Any information disclosed by the consumer will be used to collect the debt

Your text message would essentially contain:

  • Name of your company
  • Mini-Miranda
  • “Text rates may apply”
  • Opt-out (can use shortcode)
  • Additional shortcodes if action is needed

DON’TS

  1. Don’t combine marketing, healthcare information, or billing info in a text

You need consent if there’s any type of marketing in a message (despite the presence of health info). Consent can't be mixed either. Consent to receive medical bills on your cellphone is not the same as consent to receive text messages that contain marketing.

  1. Don’t include a patient’s PHI (protected health information)

Unless a provider or practice has a secure text messaging platform, text messages are not secure or encrypted. Text messages are easily intercepted, often sent to an incorrect number, and usually stored indefinitely on third-party devices, such as the wireless carrier’s servers. Thus, text messages should not include a patient’s PHI.

  1. Don’t send patients text bills without helpful agents

      Texting without having trained personnel readily available to take questions or comments from patients would be counterproductive. In healthcare, just sending patients text bills without helpful agents actually causes more complaints than payments!

      According to InstaMed's Trends in Healthcare Payments Eighth Annual Report: 2017, consumers are quite confused:

      • 72% are confused by their explanation of benefits.
      • 70% are confused by medical bills.

      When making a significant decision, most consumers want to talk to a qualified human expert. According to a study by Google, 61% of mobile users call a business when they’re in the purchase phase of the buying cycle. This is because consumers are looking to get a quick answer (59%) or want to talk to a real person (57%).

      Turnkey Solution: Partner with A Licensed Patient Financial Services Company

      When adopting a text billing solution, it is critical that you have a highly compliant and sophisticated revenue cycle management strategy. Text billing works best when complemented with helpful agents from getting consent (ensuring that the consent process is complete) up to answering questions about the bill. Highly skilled agents who are good at speaking with patients can more than pay for themselves.

      Hence, the best strategy is to partner with a licensed Patient Financial Services company that offers a complete text billing solution and patient call center all-in-one.

      Make sure that you partner with a company that has well-trained agents who can answer insurance coverage questions, offer financing solutions, and have a firm understanding of TCPA, FDCPA, and other relevant collection laws.

      About Mnet, Health-Mnet Heath is a licensed, financial services company that offers healthcare providers a way to give their patients a first-class and highly supportive financial experience. Mnet’s Paysuite technology includes a HIPPA compliant text billing solution. To learn more or receive a demo call (866)648-4677.


      Act Now and Boost Collections During This Tax Refund Season

      With the start of the new year, many also start to think about the upcoming tax season and when they can get their IRS income tax refund. Tis the season for taxes as people say.

      During the 2019 filing season, about 72% of consumers who filed a tax return received an average refund of $2,781 according to IRS statistics. That’s already a good amount people can use to pay down their debts.

      According to the National Retail Federation, 35% of consumers who are expecting a tax refund said they would use it to pay down debt.

      As such, Mnet is helping patients get off on the right financial foot for 2020 by helping them to pay down their debt. Here are some strategies Mnet uses to maximize collections during tax refund season:

      Early and strategic patient financial communications

      Before refunds even hit consumers’ pockets, we deliver patient financial communication in the most consumer-friendly manner. In 2019, nearly 50% of taxpayers filed on or before March 15 — well before the April 15 deadline. In addition, approximately 50% of all refunds were issued on or before March 15 according to IRS data. Hence the early months of the first quarter of the year are critical to engaging with past-due customers.

      As patients get their tax return refunds, they review their current financial situation. In many cases, past-due medical bills are not at the top of their list because other debtors charge higher interest rates or offer settlements for payments in full. But well-timed touchpoints and personalized messages could influence who consumers would pay back first.

      The first thing that Mnet does is to ensure it has updated contact information to ensure each patient's communication counts whether by direct mail or online campaigns. Skipping this step wastes tons of money and time.

      Mnet uses consumer-friendly patient engagement strategies to stay on the mind of patients and to give them a compelling reason to pay their medical bills (e.g. discounts for payments in full).

      Targeted outreach and assessing propensity to pay 

      Knowing which patients may receive a refund and who will likely pay their medical debt is critical. Targeting the wrong people can end up wasting a lot of money (e.g. costs of direct mail, advertising, etc.). Patients may have that extra cash, but that doesn’t mean they’re all going to pay their medical debts.

      Some people are more likely to pay their medical debts with their refunds than others, so Mnet focuses its outreach to this group first by leveraging multiple data sources.

      Propensity to Pay Data

      Mnet uses daily payment updates and adjustments on self-pay accounts to enrich data on a patients’ propensity-to-pay aside from leveraging credit and non-credit public records data.

      By using propensity to pay data, the time and effort spent unproductively on tracking collections from patients who are unlikely to pay will be significantly eliminated. This technology relies on data from multiple sources to accurately predict patients’ likelihood of default.

      Mnet channels more resources to patients with a higher probability of repaying their debts.

      Payment Behavior Data

      Mnet also leverages data on payment behavior whether a consumer has made a large payment to a tradeline balance (or balances) during tax season. While credit behavior patterns and payment behavior data can predict how consumers are faring on their credit score, it can also be used to predict who may get a tax refund and who is likely to use a refund to pay down delinquent balances.

      By anticipating who is likely to receive a refund and use it to pay down debt, Mnet can tailor its messaging, call outreach, and mailings to the right consumers.

      By assessing patients’ unique financial situation, Mnet can help optimize collection yield as it will be able to:

      • Focus on accounts with medium to high probability to pay
      • Determine patient ability and willingness to pay
      • Classify patient accounts into the optimal payment workflow

      Simplified payment process with financial technology

      Mnet has over 15 years of experience in optimizing patient collections through innovative financing solutions that leverage technology to simplify the payment process for patients and providers.

      Patients are always looking for flexible and hassle-free means of payment. Mnet lets patients have easy access to an interactive online account that provides actionable data on their financial obligations and makes it easy for them to make payments. Actionable data, such as what is covered by their insurance plans, payments due, and the option of a flexible payment plan are made available to patients.


      Strategies for Better Patient Financial Engagement Across Different Generations

      As healthcare consumerism continues to rise, ensuring patients have great financial experiences is essential for them to meet their financial obligations. Providers now need to develop better strategies for engaging patients in order to protect their bottom line.

      A 2019 Patient Finance survey of 1,000 patient respondents conducted by ORC International revealed that 2 in 5 consumers would switch healthcare providers if it meant they could have access to financing and payment plans.

      In addition, a TransUnion survey also found that nearly three-quarters of younger individuals did not pay their patient financial responsibility in full in 2016.

      Better patient engagement can significantly improve patient outcomes and boost the bottom line. For providers to provide effective patient engagement, they must understand some subtle; and some not-so-subtle differences in generations.

      By understanding generational trends and preferences, providers will be able to forge better relationships with their patients. Key differences may include habits and preferences related to technology, communications, decision-making, and payments.

      Here are some patient financial engagement strategies to consider:

      More Frequent Communication

      According to a survey conducted by Intrado, 64% of Baby Boomers say they wanted providers to communicate more often between appointments. Surprisingly, even more Millennials than boomers say they want to engage with their doctors between appointments as 76% of Millennials wish for more frequent communication.

      Online and mobile channels are key to providing frequent communication. According to a 2017 study by LivePerson, 65% of Gen Z and Millennials globally (the U.S figure is even higher at 73.7%) are more likely to communicate via email, text, and social media than in person. Another survey found Millennials prefer texting over email, phone, and social media to communicate with businesses.

      Price Transparency Upfront

      The TransUnion Healthcare multi-generational survey found that nearly half of Millennials (46%) would be more likely to pay their medical bills if they were provided an estimate of their healthcare costs at the point of service.

      A recent survey by PNC Healthcare also found that Millennials are twice as likely as Baby Boomers to request cost estimates before undergoing treatment, often checking prices at multiple locations before making a decision.

      Patient Financial Education

      In the same TransUnion survey, 57% of Millennials self-reported either ‘no understanding’ or ‘limited understanding’ of their healthcare insurance coverage, compared to 42% of Baby Boomers who said the same.

      Millennials do not have a good grasp of different types of health plans or basic health literacy. This could explain in some way their low rates of paying medical bills. For example, more than half of Millennials say they don’t know how a high-deductible health plan works yet 60 percent have that type of policy, according to a survey of 1,900 US employees.

      Providers may need to use patient financial advocates to help educate patients and bridge this information gap. They also need to ensure that medical bills and all other patient financial communications do not confuse and frustrate patients.

      Here are more key differences across the generations that can help your facility to customize the financial experience for patients:

      Millennials (ages 24-35)

      When it comes to Millennials, providers need to remember that stronger connections are better when engaging with the patient. In a study of 3,000 Millennials, Nuance Art of Medicine determined that younger consumers prefer strong patient-provider connections:

      • 73% of respondents stated that adequate time for discussion constitutes a better physician visit
      • 66% stated that verbal communication of specific recommendations would also contribute to a good physician visit

      To engage Millennials, bills and other patient financial communications (e.g. newsletters and emails) could provide information and links to webinars, podcasts, seminars, and other resources on fitness, health literacy, or nutrition.

      Millennials are also looking for messages that are even more personal—one-on-one interactions. For example, offering new parents discounts for baby swimming sessions at the hospital wellness center.

      Generation X (ages 36-54)

      Those from Generation X have a skeptical and discerning nature that substantially influences their attitudes about healthcare. They are most likely to believe that physicians and facilities care more about money than about patient well-being.

      Sending them alerts about necessary follow-ups, medication adherence and even upcoming bills via text message or on a patient portal is the best way to get their attention.

      Baby Boomers (ages 55+)

      This generation engages more than is often assumed using health technology. The widespread use of smartphones and computers has influenced Baby Boomers’ adoption of technology.

      A study from athenaResearch revealed that Baby Boomers are using their patient portals to communicate with their providers. In addition, according to Pew Research, 79% of people age 50-65 go online every day or almost every day.

      Conclusion

      Considering generational differences in your strategy can help improve the patient financial experience as your facility reaches new patients, communicates with current patients, and handles billing and payment.

      Changing processes, policies, or tools to provide a better experience can bring substantial long-term benefits. Although generational trends and tendencies can be helpful, the individual needs and preferences of your patients and the specific trends in your practice ultimately trumps broad demographic profiles.

      Healthcare providers that get the patient financial experience right will be able to build patient loyalty, which means repeat business and referrals.

      However, no matter how good you do in all areas of care, if you don’t make the financial experience a helpful one, you've lost the patient satisfaction mark altogether.