At The Wright Center, we understand the importance of transparency when it comes to billing processes. We take pride in providing top-notch healthcare services to our guests, and part of that commitment involves ensuring that our billing practices are clear, accurate, and user-friendly. In this blog post, we’ll walk you through the steps we’ve taken to create more transparency around our billing processes and address negative billing perceptions.
Step 1: Partnering with Rivet
Our journey toward billing transparency began with thorough research and vetting of various companies specializing in creating accurate estimates for our guests. After careful consideration, we entered into a contract with Rivet, a trusted software company that integrates seamlessly into our practice management system. This partnership marked the first step toward improving our billing practices.
Step 2: Template Development
Creating transparent and accurate estimates required meticulous attention to detail. We embarked on a months-long journey of collaboration with Rivet to develop templates that would efficiently generate estimates for our guests. This process involved customizing templates for various services, including labs, to ensure accuracy in our estimates.
Step 3: Beta Phase and Testing
Before rolling out our new billing process to all guests, we conducted a beta phase to fine-tune the system. During this phase, we trialed the estimates with various insurance carriers, carefully analyzing reimbursements and patient responsibilities to verify their accuracy.
Step 4: Data Analysis
Our dedicated billing manager played a pivotal role in analyzing a significant number of estimates across all carriers 30-60 days after the beta phase. This analysis allowed us to identify any areas that needed improvement and determine our next steps.
Step 5: Personalized Communication
To enhance guest satisfaction and understanding of our billing process, we implemented personalized communication. We started sending personalized estimates to all new guests via email. Additionally, Joe Green personally contacted new guests to discuss their insurance policies, deductibles, copayments, and the estimate for their visit. This personalized approach helped guests feel more engaged in the billing process and gave them the opportunity to ask questions.
Step 6: Expanding Transparency
As our efforts yielded positive results, we expanded our transparent billing practices. Starting from May 1, 2023, we began sending estimates to annual check-ups with our providers. To make the process even more convenient for our guests, we implemented an SMS feature for sending estimates, effective from August 1, 2023 encompassing all appointments scheduled.
Step 7: Ongoing Optimization
We are committed to continuously improving our billing process. Currently, we are in the process of training our front-of-house guest concierges to ensure that our guests receive consistent and transparent billing information. We will continue to leverage data-driven insights to make better decisions and further enhance guest satisfaction.
Creating transparency around our billing processes has been a journey of dedication and collaboration. At The Wright Center, we believe that open and accurate communication is essential for building trust with our guests. Our commitment to providing transparent billing estimates and personalized assistance has allowed us to address negative billing reviews and improve the overall guest experience. We look forward to continually optimizing our billing process to better serve our valued guests.