How ASCs Can Supercharge Efficiency by Improving the Patient Financial Experience

Ambulatory Surgical Centers (ASCs) are playing a vital role in delivering quality outpatient care to patients in a cost-effective and efficient manner. However, like other healthcare organizations, ASCs face increasing operational challenges. Resource constraints are a constant pain point, exacerbated by the Great Resignation, the COVID-19 pandemic, and ongoing economic uncertainties. These pressures leave many ASCs asking, “How do we maintain or even increase productivity without expanding our existing workforce?”

The answer lies in improving the patient financial experience. By streamlining financial interactions, providing intuitive digital tools, and empowering patients, Ambulatory Surgical Centers can significantly boost operational efficiency while enhancing patient satisfaction. Let’s explore how an optimized patient financial experience can ease resource constraints and transform ASC operations.

Resource Constraints in Healthcare: A Growing Concern

The healthcare industry has seen substantial shifts in recent years, with labor shortages, rising costs, and operational inefficiencies threatening the sustainability of many practices. The impact of the Great Resignation, coupled with the COVID-19 pandemic, has exacerbated these resource challenges. ASCs are under tremendous pressure to maintain high-quality patient care while operating with limited resources.

But how can ASCs boost efficiency without increasing staff?

The key lies in adopting patient-centered strategies that automate and streamline processes, making the financial experience smoother for both patients and the organization. Improved patient financial experiences not only lead to better patient satisfaction but also enable ASCs to operate more efficiently by lightening the administrative burden on staff.

Boosting Digital Patient Engagement with Scalable, Self-Service Tools

In today's digital age, patients expect quick, seamless, and personalized interactions. ASCs can meet these expectations by implementing scalable, self-service tools that allow patients to engage with their financial responsibilities at their own convenience.

Self-service platforms enable patients to:

• Access billing information and payment options online without needing to contact staff.
• View their account balances, payment histories, and insurance information with a few clicks.
• Set up automated payment plans for more manageable financial obligations.

These tools not only enhance patient satisfaction but also reduce the volume of incoming patient inquiries, freeing up ASC staff to focus on higher-value tasks. Automation helps reduce manual work, enabling faster responses and resolutions to patient inquiries.

Why this matters:

By enabling patients to take control of their financial journey through self-service, ASCs can scale their operations without needing additional staff. This improves efficiency, allowing more patients to be served effectively while reducing operational costs.

Collecting Patient Payments Quicker Across the Patient Journey

One of the most critical areas for ASCs to improve efficiency is in the collection of patient payments. Optimizing the patient financial experience involves streamlining the payment process so that patients can easily understand and meet their financial obligations.

Key strategies to improve payment collection include:

• Transparent upfront pricing: Providing patients with clear estimates of their out-of-pocket costs before services are rendered reduces confusion and promotes quicker payment.
• Flexible payment methods: Offering patients multiple payment options—such as online payments, mobile payments, and installment plans—allows them to pay at their convenience.
• Automated payment reminders: Sending patients timely, automated reminders about upcoming or overdue payments can significantly reduce the number of outstanding balances and improve cash flow.

Why this matters:

Quickly collecting patient payments ensures that ASCs maintain a healthy revenue cycle. When patients have access to personalized and easy payment solutions, the organization can avoid delays in revenue collection, thus improving overall financial stability and efficiency.

Increasing First Call Resolution and Making Patient Conversations Easier

For many ASCs, patient inquiries about billing and payments can quickly overwhelm staff, especially when these conversations require multiple follow-ups or escalations. First call resolution (FCR) is a key metric in determining how efficiently patient questions and concerns are addressed on the first contact.

To enhance first-call resolution and streamline patient conversations:

• Invest in training staff to handle a variety of patient inquiries effectively and empathetically.
• Implement AI-driven tools like chatbots to assist with basic queries, allowing human staff to focus on more complex issues.
• Provide patients with detailed billing summaries that explain charges, insurance adjustments, and payment options clearly.

Improving first-call resolution reduces the need for follow-up calls, lowers operational costs, and minimizes frustration for both patients and staff.

Why this matters:

Efficient patient conversations mean less time spent resolving issues and more time focused on delivering patient care. Increasing FCR not only boosts patient satisfaction but also drives down administrative costs, enabling staff to handle a larger volume of inquiries in less time.

In Conclusion

In a healthcare landscape strained by labor shortages and economic challenges, Ambulatory Surgical Centers must look for innovative ways to increase efficiency without additional hiring. Enhancing the patient financial experience through digital engagement, streamlined payment processes, and efficient communication is a powerful solution.

By adopting scalable, self-service tools and improving first-call resolution, Ambulatory Surgical Centers can operate more smoothly while providing patients with the positive financial experience they deserve. These strategies not only improve the revenue cycle but also alleviate the administrative burdens on ASC staff, allowing them to focus on what matters most: delivering high-quality patient care.

Discover Seamless ASC Billing Services Designed to Transform your Revenue Cycle

At Bristol Healthcare Services, we specialize in providing comprehensive ASC billing services and revenue cycle management solutions tailored to the unique needs of Ambulatory Surgical Centers. By outsourcing your billing operations to us, your ASC can achieve:

• Reduced operational expenses: With our team of certified billing and coding experts, we handle the entire billing process efficiently, allowing your center to save on staffing and administrative costs.
• Improved reimbursements: Our focus on accurate coding, timely submission of claims, and rigorous follow-up ensures that your ASC receives maximum reimbursement for the services you provide.
• Minimized coding errors and denials: Our expertise in ASC-specific coding reduces the likelihood of costly coding errors and claim denials, improving your first-pass claim acceptance rate.

With nearly two decades of experience in healthcare revenue cycle management, our Ambulatory Surgical Center billing services are designed to streamline your operations, reduce administrative burdens, and boost profitability. Schedule a free consultation today to explore how our ASC billing solutions can streamline your revenue cycle.