Politicking Leads To Profitable October for USPS

To contact us Click HERE
Bolstered by election-related mailings, the U.S. Postal Service experienced something unusual in October -- profitability.

USPS released preliminary financial results late yesterday showing net income of $61 million last month, the first month of Fiscal Year 2013, versus a budgeted loss of $244 million and last year's loss of $139 million.

If not for a $467 million charge for prefunded retiree health benefits, the agency's net would have been $528 million -- a profit margin of more than 8% on revenues of $6.03 million. Those prepayments have been likened to an interest-free loan to the federal treasury that are designed to obscure the true size of the federal budget deficit. (See Congress Hears the Truth About Postal Service Finances.)

The volume of Standard mail -- derided as "junk mail" by critics -- was up 16% over October 2011. Standard class revenue rose only 10%, evidence that the big volume increase was concentrated in the kind of low-priced mass mailings of letters used by political campaigns.

Also helping the bottom line was better productivity: The Postal Service delivered 9% more mail pieces than in October 2011 but needed only 3% more work hours to accomplish that.

One Patient's Surprising Post-Op Pain: A $12,000 Bill

To contact us Click HERE

Meet David Galbraith. David is a successful business owner and generally healthy individual who has required relatively minimal extended healthcare in the course of his adulthood. That’s why he found his recent experience with an outpatient surgery quite jarring—and not very patient friendly at all.

When David exhibited symptoms, he was referred to a respected physician who accommodated a prompt appointment and swiftly booked a procedure. David, familiar with the high deductible of his insurance coverage, was pleased to take care of his situation in short order without concern regarding cost. After all, he understood his coverage, as he’d chosen it himself, and he’d asked the right questions in that process. Other than being told when and where to report and how to physically prepare for his simple operation, he received no other counsel from the healthcare provider, particularly regarding costs and payments.

The procedure went extremely well. “The whole thing took no more than 45 minutes,” David reports. “I arrived at the hospital at 7 a.m. and was home by 10:15.”

Perhaps that’s why it was so shocking when he received a bill for over $12,000 three weeks later. Though the dollar figure was unexpectedly high, David was most concerned that he’d been given no warning beforehand and that the bill received was so poorly presented. The language was cryptic, and while the statement was very detailed (“$57 for a hospital gown?!”), the information was not presented logically.

“There were excessive details, yet none of it really made sense to me as a patient,” David explains. “It was difficult to understand...and left me asking why (individual line items) cost so much and what could I have done differently to keep costs down.”

Ultimately, David was forced to spend valuable time on the phone with his insurance company and the provider trying to make sense of the bill and reconcile it accordingly. All told, he’s spent far more time dealing with billing than he did receiving care.

“Now that more of us are on high deductible plans, there needs to be simplified bills for patients,” he summarizes. “When we get a bill we don’t understand, it is both time consuming and frustrating to straighten everything out.”

For David, the frustration isn’t so much about the costs of the care (“It’s okay to pay fair market value…”). He’s most distraught by how poorly the information was conveyed. From obvious lack of financial counsel prior to the procedure to the baffling bill that showed up in the mail three weeks later, he experienced gaping holes in the communications process. Those holes would likely have been filled with a simple pre-admission conversation about billing and a patient friendly statement with clear summarization and key information called out.

Certainly, the walk in David’s shoes is well worth the journey, as his experience is an all too familiar one. Though many of us in our industry are genuinely committed to the idea of patient friendly billing standards, they are not always put into practice. We remain tethered to outdated modes of billing while the trends have catapulted forward. Here are three “Do Now” steps we should all employ to avoid putting patients in adversarial roles come billing time.

- Pre-admission Counsel and Estimations: It’s extremely helpful to provide patients a road map so they understand the financial aspects of their care before it occurs. It should be standard policy that all patients be counseled regarding payment responsibility and cost estimates based on their health coverage prior to admission.

- Online Pre-registration: By pre-registering patients online, providers have the opportunity to vet coverage issues, make determinations about charity care cases and offer patients more detail regarding potential payment responsibilities. This approach requires system updates, but it is well worth the effort. If your organization is not presently set up for online pre-registration, take this as your cue to pursue this solution.

- Friendly Billing Statements and Options: Apply the HFMA standards for patient friendly billing to your statements immediately. Redesign the statements to be more patient-friendly, with key information highlighted and details appropriately summarized for more simple comprehension. Give patients more ways to pay by offering online account management.

At Emdeon, we understand that patients who are confused about their financial responsibilities are more likely to pick up the phone and call your billing department instead of picking up their pen to write a check for payment. That’s why developing a clear and concise, patient-friendly billing statement is important for your bottom line. Call 877.EMDEON.6 (877.363.3666) or visit us online to discover how Emdeon ExpressBill Services can help improve cash flow at your organization.







Read More >>

What's the Big Deal About Payment Automation?

To contact us Click HERE

Would you consider the capability to get paid faster and more completely while also reducing manual processes and the need for full-time staff to be a big deal? Of course you would. The evolving healthcare landscape demands that providers of all sizes find solutions to not only collect more revenue, but be more efficient in doing so. Any alternative that results in greater reimbursement and staff efficiencies is, simply put, a big deal.

That’s where Emdeon Payment Automation comes in. Providers nationwide are reaping the benefits from automated solutions for processing paper Remittance Advice (RA) and Explanation of Benefits (EOBs) for one streamlined workflow. We’re empowering providers to eliminate burdensome, manual processes related to paper with automation to post commercial insurance payments promptly and accurately.

Rather than just tell you of Emdeon Payment Automation’s powerful impact from our vantage point, we’d prefer to show you its benefits through a recently-released case study featuring a prominent medium-sized organization’s surprisingly simple and quick journey to big time benefits.

Download this compelling case-in-point to discover:

• The shortcomings of a bank’s EOB processing system and lockbox services
• How long it took and how many people were needed to post payments and correct Electronic Remittance Advice (ERA) errors for this provider organization
• The many, measurable ways Emdeon Payment Automation improved the situation
• An executive’s firsthand account of Emdeon’s implementation process and support
• How long it took for the provider organization to break even on its investment in Emdeon’s solution

While this Emdeon Customer Success Story is a relevant read for any organization seeking a practical, simple-to-implement payment automation solution, it’s particularly fitting for providers that are:

• Still using an inordinately large dedicated staff to handle manual commercial payer payment processes
• Currently tied to a bank for payment process and lockbox support
• Struggling with posting errors and subsequent revisiting of items posted
• In need of higher first-pass yield, reduction of denials and all-around better data accuracy
• Looking for a simple-to-integrate, automated solution that will enhance efficiencies and bring big deal results

With Emdeon, achieving those big deal results can be a relatively small feat. We cover all the details to get you up and running with automated payment solutions promptly and offer integration to make workflows as seamless as possible. Click here to download the case study and learn more!






Read More >>

What to Expect When You're Expecting (...A Bill, That Is!)

To contact us Click HERE

Tips for Teaching Patients What to Expect Before the Statement Arrives

It’s human nature to fear the unknown. The quake of uncertainty arises during many of life’s big challenges. Leaving home for the first time, getting married, having a family… receiving a hospital billing statement.

Yes, holding a billing statement from a healthcare provider can be a white-knuckled experience when the Total Amount Due puts an unexpected strain on the household budget.

Many professionals in the business of Accounts Receivable and collections in the healthcare industry report that people generally want to pay their bills but are hindered in doing so promptly or in full if their billing statements are complex or hard to read. Add the innately daunting details of a healthcare encounter to a billing statement, and it’s simple to understand why patients are so fearful come payment time.

Today, many providers have taken steps to make statements more approachable and understandable. They’re using better designs organized for easier review, incorporating colors to call out key information and tailoring language with the recipient in mind. Nonetheless, fears and confusion associated with billing remain. What’s a provider to do?

Here are some practical ideas to help educate patients about the billing process.

Show & Tell at Registration
Begin educating patients about their bills at the point of registration by familiarizing them with the statement layout. Display a poster-size version of a statement in the patient registration area with visual callouts highlighting key aspects of the design. If your facility has different statement templates for subsequent notices, display the entire statement series so patients are acquainted with what to expect.

Interactive Explanation Online
Extend this “show & tell” approach to your website. Create an easily accessed page that shows interactive first, second and final notice statements. Create clickable highlighted information to engage patients as you explain how to find essential balance information, due dates, etc.

Continuous Improvement Based on Feedback
In the latest report issued by the PATIENT FRIENDLY BILLING® Project Report “Case Studies in Customer Service”, the case study of Sharp Grossmont Hospital’s approach to improving patient statements serves as a motivating template for providers. The Sharp Grossmont team met regularly to identify and address the portions of patient statements that generated the most calls and questions. Over time, the organization redesigned its statements to reduce calls and empower patients to better understand their payment requirements and options.

Pre-Statement Communication
Don’t blindside patients, especially those facing large out-of-pocket balances. Make it standard practice to pull reports identifying these patients, and send them pre-statement correspondence to prepare and guide them regarding what’s to come. Call them directly and proactively offer financial counsel to help ease the payment process. Starting the conversation early will make it easier to stay in touch during the payment process.

Want to learn more about helping your patients better understand their financial responsibilities? Call 877.EMDEON.6 (877.363.3666) to learn more or visit us online.






Read More >>

It's 10 O'Clock. Do You Know Where Your Patient Data Is?

To contact us Click HERE

If nothing is more important to a healthcare provider than caring for the well-being of patients, protecting patients’ personal information runs a very close second. Patient care is guided by the Hippocratic Oath but it is also heavily regulated by HIPAA mandates requiring that provider organizations keep a watchful eye to safeguard patient data too.

If your organization uses email to transmit patient billing files, you are likely subjecting precious data to potential compromise. The causes of possible data leakage through email are vast including human error, system hacking and unauthorized access. All around, transmitting patient billing files using email is a high risk procedure that comes with enormous consequences should the method fail.

That’s why Emdeon ExpressBill Services is designed to protect patient billing information throughout statement printing and mailing and especially when files are initially uploaded from the provider’s patient billing system.

The key to our data protection? Emdeon leverages a password-protected File Transfer Protocol (FTP) site which allows customers to transfer files to this secure site ensuring only the provider and Emdeon can access the files. This method is like an armed guard escort leading the file directly from one locked safe to the next reducing the risk of misdirected, leaked or intercepted data. Our eye on file security doesn’t stop there. After the files are uploaded, they are automatically scanned to evaluate data integrity and file completeness. Another bonus? Data can be sent 24 hours a day, seven days a week and customers have the flexibility to select whether file processing should start in real time or on a pre-determined schedule.

Keeping sensitive data protected and secure is at the core of Emdeon’s business. Did you know that Emdeon powers the single largest financial, administrative and clinical information exchange in the U.S. healthcare system? Recently, Emdeon opened the second of two new data centers that serve as the central nervous system for the largest and most powerful network in healthcare. With a Tier 3 infrastructure, these centers allow us to provide a single, interactive and standards-based transaction processing and analytics platform.

Take a comprehensive look at your patient billing data processes. Do you see any potential leaks in the system? Call 877.EMDEON.6 (877.363.3666) to learn more about Emdeon ExpressBill Services!






Read More >>

Be Thankful for Postage Stamps

To contact us Click HERE
"...Thanksgiving is well documented by the stamps that come to life in our albums. We can use them to remind us of the history of the holiday and to serve as visual aids when we explain the holiday to the youngest who share our turkey banquet," writes Janet Klug in a recent Refresher Course article that appeared in Linn's Stamp News.

"Ah, the stories that stamps can tell. And for a hobby that teaches so much and provides endless fascination, I am truly thankful," pens Klug.

Happy Thanksgiving everyone!

Shown above, We Give Thanks Stamp issued in 2001.

To learn more about Thanksgiving stamps, click here.

Post Office Tests Same Day Delivery

To contact us Click HERE
The Associated Press (AP) reports, "Emboldened by rapid growth in e-commerce shipping, the cash-strapped U.S. Postal Service is moving aggressively this holiday season to start a premium service for the Internet shopper seeking the instant gratification of a store purchase: same-day package delivery."

According to Hope Yen of the AP, "Teaming up with major retailers, the post office will begin the expedited service in San Francisco on Dec. 12 at a price similar to its competitors. If things run smoothly, the program will quickly expand next year to other big cities such as Boston, Chicago and New York. It follows similar efforts by eBay, Amazon.com, and most recently Wal-Mart Stores Inc., which charges a $10 flat rate for same-day delivery."
Yen goes on to pen, "The delivery program, called Metro Post, seeks to build on the post office's double-digit growth in package volume to help offset steady declines in first-class and standard mail. Operating as a limited experiment for the next year, it is projected to generate between $10 million and $50 million in new revenue from deliveries in San Francisco alone, according to postal regulatory filings, or up to $500 million, if expanded to 10 cities."
To read the entire article, click here.