"I have had the privilege of working with HMI for twenty plus years and have always found their representatives to be professional and knowledgeable in all aspects of acute hospital and professional service charge master management. Additionally ongoing coding related reviews and billing reviews and associated report backs are timely and positively impact appropriate revenue capture - billing - and compliance." "I recommend HMI to be considered when choosing a partner to assist with the...
Greg Yost, PFS Director Princeton Community Hospital, Princeton WV
We have utilized HMI Corp. since 2002 for consultation services related to chargemaster review and updates and have always found their services to be professional of nature and valuable to our organization.
David Alley, CFO Athens Regional Medical Center, Athens TN
We recently transitioned to HMI from another Physician Documentation & Coding Compliance Review vendor, and the entire experience has been positive. HMI has been extremely accommodating throughout the process and has demonstrated a willingness to adapt to our workflows, leading to a seamless transition. We’ve received positive feedback from our providers about their experiences with HMI, and the Coding Hotline has been an invaluable resource. For anyone looking for a new consulting partner,...
Dawn Chrismer, RHIT, CHC, CCS-P Director of Business Services/Compliance Officer Heritage Medical Associates, Nashville, TN
HMI has been a very reliable resource for Princeton Community Hospital for many, many years. I have had the opportunity to work with many staff members and have found all to be reliable and courteous in every aspect. The staff is very flexible and provides Princeton Community with the support and coding stability needed. Thank you for the sometime short notices for coding coverage when unexpected situations arise with our staff. We thank you for your coding expertise as well as your...
Denise Moore, CCS Coding Manager Princeton Community Hospital
I’ve worked with HMI employing them to conduct audits of physician documentation and coding. They have consistently produced quality work in a very timely fashion with reports that were well written and easy to understand. Communication has always been prompt and effective. I have such confidence in their work that, over the years, I brought them from my prior location to my current location. I would recommend HMI to anyone in need of accurate and timely coding or auditing.
Robert C. Kay, RRT, MBA, MJ, CHC, CPC-A Chief Compliance Officer St. Christopher\'s Hospital for Children
“I have had the privilege of working with HMI over the past 10+ years with two different health systems. I have used HMI for hospital CDM and compliance reviews as well as physician coding reviews and education. I always receive top-notch service from the HMI team and I appreciate working with a partner that is always honest and responsive to my questions and needs. I have worked with Mary Quimby and Vickie Faler and both have proven to be very knowledgeable, accessible, and...
Rodney Adams, MMCH, Associate Administrator of Finance Williamson Medical Center
HMI has been a great partner with MedStar Washington Hospital Center now for many years. We can always count on them to provide us with support on small to very large projects. HMI delivers consistent and honest results and additionally provides very thoughtful & targeted education to our physicians.
Purvi Jani AVP Reporting and Revenue Cycle MedStar Washington Hospital Center
Having worked in healthcare revenue cycle for more than three decades, I have partnered with many vendors. My vendor of choice for CDM Review, E/M Coding Compliance and Physician Education is without a doubt HMI, LLC. Mary Quimby and Vickie Faler are not only subject matter experts, they are true partners providing that extra level of service that sets them far above others in the industry. I have worked with them for 15+ years in 5 different acute facilities, and multi-specialty physician...
MaryAnn Hastings, CPMA, Director Revenue Cycle Operations, Galen Medical Group
We have been working with HMI since 2010 and have expanded the use of their services to include CDM and ED Coding. The HMI coding staff is extremely knowledgeable and has become an integral part of our coding team. Our consultant Beth never shies away from any CDM project that comes her way. We appreciate the professionalism and teamwork we have with HMI.
Janet Willis, Director of Revenue Management, Monadnock Community Hospital
We have utilized HMI’s for chargemaster compliance and billing reviews for nearly 10-years. We have always found that their staff to be knowledgeable, resourceful and professional in all services provided to our organization.
Jessica Mayfield, Manager Revenue Management University of Missouri Health Care
Stop Ignoring Customer Service: 4 Reasons to Improve Customer Service for Revenue Cycle Optimization
Customer Service for Revenue Cycle Optimization
Revenue cycle optimization improves efficiency at every level of your organization. However, revenue cycle optimization often ignores a crucial aspect of your organization: customer service.
Customer service isn’t just about greeting patients with a smile or having good follow-up care. By focusing on customer service, you can increase patient retention, improve clinical outcomes, and ultimately increase revenue.
Customer service is overlooked in revenue cycle optimization – but it shouldn’t be. Today, we’re highlighting some of the best reasons to improve customer service for revenue cycle optimization.
1) Many Revenue Cycle Problems Are Linked to Customer Service
Poor customer service impacts your bottom line. In fact, many organizations treat revenue cycle problems back to bad customer service.
As Revcycle explains, four of the costliest revenue cycle problems are directly related to customer service at the first point of contact:
- Lack of correct insurance information
- Lack of patient understanding regarding coverage and payment options
- Missing, incorrect, or duplicate patient information
All of these issues hurt your healthcare organization. Employees need to fix these issues. They need to spend time on these tasks instead of other tasks. Patients get frustrated, and insurers get dragged into the mix.
Fortunately, good customer service can solve all of these problems:
- Good customer service starts with getting accurate information from the patient, reducing clerical errors.
- With good communication, patients receive payment information they can easily understand, including full disclosure about coverage, financial responsibility, and payment options.
- It’s not just about good communication. It’s about improving front-end processes and technology. Staff might have impeccable customer service skills, but they’re using technology that puts them behind.
The end result is a better patient experience, less friction for the healthcare organization, and efficient billing. All of these issues impact your bottom line – and they’re crucial for revenue cycle optimization.
2) Good Customer Service Helps You Compete in an Increasingly Competitive Industry
Patients have more options for healthcare. Patients shoulder a bigger share of the healthcare burden than ever, which means they need to shop around to find care they can afford.
More patients are turning to alternative providers. Amazon, CVS Health, and Optum are taking a growing share of the market. Walk-in clinics, ASCs, and telehealth providers are also rapidly rising.
These services have a unique advantage over many healthcare organizations: strong customer service.
Retailers carefully train staff in customer service – so why aren’t healthcare organizations taking the same approach?
Patients go where they feel most comfortable. If you have bad customer service, then you could be pushing patients away.
According to a PwC Health Research Institute report from 2021, patients are twice as likely to choose or reject a doctor because of staff friendliness and attitude. Even if you provide top-quality medical care and an excellent team of doctors, you could push patients away with poor customer service.
3) Patients Trust Good Customer Service
Bad customer service leads to distrust. Patients may not trust your organization if every experience is negative.
Poor billing processes, bad communication, and bad front-end customer service can erode patient trust in your organization.
When patient trust is eroded, it leads to negative outcomes across your organization. It can push patients away, lead them to seek care from competing providers, or turn them away from conventional healthcare in general.
On the other hand, patients with a good customer service experience are more likely to gain trust in your organization. They believe in what your organization is saying. They recognize your value, and they believe you can help their needs.
4) Bad Customer Service Leads to Bad Clinical Outcomes
Customer service doesn’t just make patients feel better: it makes them physically better. It sounds weird, but it’s true.
In this July 2020 study from The Beryl Institute, researchers found a correlation between patient experience and patient outcomes. Researchers observed this effect across a range of settings.
Researchers found that patients who feel confident and positive about their healthcare experience are more likely to listen to doctor recommendations, check back for a follow-up appointment, and maintain clear communication.
Conversely, patients with a bad customer service experience are less likely to follow recommendations. It makes them feel worse about the whole healthcare experience, which reflects negatively on your organization.
In other words, customer service doesn’t just affect the mood of your patients: it can significantly improve or weaken their long-term health outcomes.
Emphasize Patient Care to Improve Revenue Cycle Optimization
It’s easy to overlook patient care when dealing with revenue cycle optimization. By focusing on the patient experience, healthcare organizations can optimize performance at every level of their organization.
Contact HMI, LLC for a revenue cycle optimization consultation.
Discover areas of improvement with your organization’s customer service and patient care. By identifying these areas and solving them, we can optimize revenue cycles and boost organizational efficiency.