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The Revenue Cycle: An Essential Component in Improving Patient Experience

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patient experience, revenue cycle, HCAHPS, value-based purchasing, value, patient loyalty, interaction, service, financial performance, patient satisfaction, perception, customer service, commitment, patient-centered, technology, staff

The Revenue Cycle: An Essential Component in Improving Patient Experience

Scott Morgan
Revenue Cycle Partners, a division of Avadyne Health

Stephen Chrapla
Revenue Cycle Partners, a division of Avadyne Health

Jason A. Wolf, Ph.D.
The Beryl Institute

With the growing attention on the financial impact of patient experience efforts, we are all too often focused strictly on the actions we take within the four walls of the hospital setting. In considering the patient experience truly spans the entire continuum, before, during and after the clinical encounter, those looking to make improvements in patient experience can no longer restrict their line of sight. From scheduling processes and first impressions to back end collections and follow-up communications, understanding the potential impact of every point along the care continuum is crucial. This paper explores the often overlooked importance of effectively managing the revenue cycle, not from solely a financial management perspective, but from the true role effective revenue cycle processes can play in ensuring an unparalleled experience for patients.

For more information, view the executive summary.

Related Body of Knowledge courses: Metrics and Measurement.

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