Revenue Cycle Evaluation

Is your central billing office getting blamed?

Problems with receivables management are common for hospital-owned medical practices. Generally, fingers are pointed at the central billing office. In reality, performance problems usually start at the reception desk, as do the most significant opportunities for performance improvement.

Proper allocation of responsibilities, the practice management system/installation, staff training, performance feedback and accountability are the keys to successful revenue cycle management. Halley Consulting utilizes our Central Processing Office model to facilitate often dramatic performance improvement. Our approach:

• Acknowledges the differences between hospital billing and billing for medical practices
• Ensures that performance responsibility resides with those who have the greatest impact on each step in the receivables management process
• Places accountability for overall receivables with each medical office manager, who is supported by the central processing office
• Considers the receivables management process to be a key component of the patient’s overall service experience
• Produces results that outperform the median indicators reported in external benchmark surveys

Receivables management touches many parts of the hospital and its affiliated physician network. In our experience, modifying established receivables management structure is best accomplished by engaging various “stakeholders.” Our process includes:

• Formation of a work group including management and staff from the billing office and medical practice representatives
• Documentation of the current structure and performance
• Education about best practices
• Creation of a transition plan to move from central billing to central processing
• Establishing performance and accountability standards
• Creation of a communications and training matrix