Think claims and billing processes don’t affect patient attitudes? Think again.

Many providers think of the patients as just that — patients. They have symptoms that need diagnosis; diagnoses that need treatment plans and/or management; and conditions that may require more tests, surgery, and follow-on care. However, patients first and foremost are consumers, and their voices are growing ever louder.

The pandemic years brought fundamental changes to medical practices, with telehealth visits and touchless options such as advanced registration, online scheduling, and online billing and payments. With the announcement that the COVID-19 national emergency and the public health emergency will end on May 11, providers and practice leaders may believe that things will return to normal, failing to recognize that consumer expectations have forever changed.

Providers already face a number of operational challenges, including rising costs, labor shortages, and increasing days in accounts receivable (A/R days) as payers take longer to adjudicate claims. Providers need to adopt practices that improve claims processes and reduce the time between claim submittal and adjudication, speeding billing and consumer payments.

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