Is the Patient Experience Hurting Your Revenue Cycle?



By Chris Geraci, BridgeFront

Today, patients are paying more out-of-pocket for their care than in years past. Helping patients understand their financial responsibilities in regards to their care is the first step in reducing your financial risk.

According to PhysiciansPractice.com, “You can have the best, written financial policy, patients can sign the document, but if you do not spend the time upfront explaining what your payment policy is, none of that will matter.”

Recently BridgeFront hosted a webinar that examined the importance of the patent experience presented by Casey Williams, from RevSpring. With over a decade of experience in the industry, Casey has had a firsthand look of the ever changing patient landscape. The patient experience is becoming a strategic and competitive advantage for entities who have recognized and embraced patient satisfaction. With more healthcare options than ever before, patients are “shopping” for options making them healthcare consumers before they become patients.

Patient satisfaction is also becoming an integral part of government reimbursement formulas. More and more studies are showing that patients will pay more for better service and that close to 90% will leave and go to a competitor after a negative experience. With a per person lifetime hospital expenditure of close to $200,000, each patient visit has the potential to positively or negatively affect your revenue. It starts at intake and doesn’t end until a payment in full is received.

Does your staff understand best practices in communicating with patients? Staff education is the first step in eliminating road blocks towards reducing your financial risks.

BridgeFront’s Revenue Cycle Education provides you with customizable solutions to educate all staff despite role and experience. Courses provide immediate results.

July and August are Revenue Cycle months at BridgeFront. Save 10% on our Revenue Cycle Education through August 31, 2014. Visit, BridgeFront.com and learn more about our Revenue Cycle Education.

Chris Geraci is the Marketing Coordinator at BridgeFront.

Tamara Wanamaker Recognized by Portland Business Journal



Tamara WanamakerOn August 8, 2014 the Portland Business Journal recognized BridgeFront’s own Tamara Wanamaker. Tamara joined BridgeFront in 2010 as part of our sales team. With her “can do” attitude, business acumen and her ability to turn a no into a yes, Tamara quickly became BridgeFront’s, Regional Sales Manager. She navigated the healthcare landscape with ease, helped build an effective inside sale team, and continues to be an integral part of BridgeFront’s corporate growth.

Tamara works closely with our business partners to create exciting opportunities for our clients. She mentors her staff and takes pride in their development and success. Tamara is a team player and her infectious laugh makes her colleagues both respect and love her. BridgeFront is proud to announce Tamara’s recent promotion to Director of Inside sales. Tamara was recently recognized in The Portland Business Journal, visit The Portland Business Journal for more information.

Congratulations Tamara!

New Cyber Attacks Come Faster than New Security Measures



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By Christine Geraci, BridgeFront

Security awareness is a process that is constantly evolving. Each day someone, somewhere comes up with a new way to hack into private computers and steal sensitive information. How does your healthcare organization keep up with the latest cyber-attacks and protect patients or members?

According to an article published in iHealthBeat, of all the breaches that occurred in 2014, half came in the healthcare sector. The information from one medical record can fetch as much at $500, making this a very profitable venture. Comparatively most health systems spend less than 3% of their IT budget on information security; which makes a breach of your data a “when” not an “if.”

The fees and penalties associated with a breach are far more costly than the initial investment in security measures and education. Likewise, you can’t assign a value to patient trust and patients should be your most valued asset.

Safeguarding PHI and PII is everyone’s responsibility, but training on HIPAA and meeting basic compliance is not enough anymore. You need to educate staff on ‘how-to’ protect themselves and your organization, not just the law.

Christine Geraci is the Marketing Coordinator at BridgeFront. For information about BridgeFront’s Security Awareness for Healthcare online education program, go to www.bridgefront.com.

Contact us directly by calling 1.866.447.2211 or email info@bridgefront.com for a free demonstration of our eLearning and other compliance solutions.

The Consumer Formerly Known as the Patient




By Chris Geraci, BridgeFront

With all the changes to healthcare regulations and expectations, the role of the patient is now being played by the savvy consumer. Their expectations of cost transparency and excellent customer service, greatly impacts their choice of providers and insurance plans.

Becker’s Hospital CFO, published a recent study that revealed how the entire customer experience affected a patient’s future healthcare choices. It is clear that the interactions a patient has with frontline and middleline staff impacts their overall satisfaction.

Frontline price disclosure and clear billing were the issues most important to patients, followed by doctor consultations and clinical reputation. Is your staff educated on the needs most important to patients and the ways they can improve to have a positive impact on your revenue cycle?

BridgeFront’s Revenue Cycle and Patient Access Education provides proven, effective online training for every member of your team, despite role and experience. July is Revenue Cycle month at BridgeFront! Save 10% on our Revenue Cycle Education through July 31.

Chris Geraci is the Marketing Coordinator at BridgeFront. Visit www.bridgefront.com for more information about how we can help with your Revenue Cycle staff education. Contact us directly by calling 1.866.447.2211 or email info@bridgefront.com and for a free demonstration of our eLearning solution.

Quick Tip: Patient Satisfaction Key Step to Increasing Revenue




By Chelsey Slack, BridgeFront

How are you helping to grow your healthcare facility this year? It starts with the right leaders, followed by the right team players at all levels. The common goal? Patient satisfaction.

Studies show that when quality of care and patient service, is at its best, patient satisfaction rises. Happy, healthy patients are more likely to pay their bill on time and recommend your services!

“What happens to those organizations that choose not to work to transform themselves? The ends result could be extinction,” says Eric Poon, MD, of Boston Medical Center in a recent article by Healthcare Informatics.

Chelsey Slack is the Product Marketing Manager at BridgeFront. Visit www.bridgefront.com for more information about how we can help with your Revenue Cycle staff education. Contact us directly by calling 1.866.447.2211 or email info@bridgefront.com and for a free demonstration of our eLearning solution.

Technology Developments Mean Security Challenges for Healthcare

What are you doing to stay ahead of emerging technology?




By Christine Geraci, Marketing Coordinator

How often do you see someone without some type of handheld device? Even places where privacy reigns supreme, like an operating room, you can always find an iPhone. Search the internet and it won’t be difficult to find a video of a patient dancing with their doctor before surgery or selfies with the nurses, but what kind of threats do these innocent actions really pose?

In a recent article, ComputerWeekly.com reported that around half of all employees bring their own devices to work without their employer’s knowledge or agreement. That’s a significant margin, and one that is painted with red flags. When employees use personal devices without proper security, serious consequences can occur without your knowledge, like a breach of your organizations protected health information (PHI). And that is just the beginning.

Many of the penalties associated with a data breach are a result of not taking the cautionary steps in creating robust policies and efficient procedures. The result is one that is reactive not proactive; reactionary actions can be expensive and accentuate the fact that your records have been compromised. Being proactive with your risk strategy will not only save your organization money in the long run, it is the right thing to do to protect your patient’s privacy.

Being proactive when it comes to security threats is just smart business. In the long run, an upfront investment in a risk analysis and compliance training is less costly than the potential million dollars in fines that most noncompliant companies are seeing. With the ever-changing rules and regulations, it’s important to know that your first line of defense is impenetrable.

June is Compliance Month at BridgeFront and we have the tools you need to stay up-to-date. Combine our Risk Assessment Services and the HIPAA Education before June 30, 2014 and receive 10% off your purchase.

Request more information and mention the “June Compliance Special.”

Christine Geraci is the Marketing Coordinator at BridgeFront. Visit www.bridgefront.com for more information or call 1.866.447.2211 for more information.

We’re Headed to the 2014 NAHAM Conference—Are You?




By Chelsey Slack, BridgeFront

The NAHAM 2014 Conference is taking place May 13-16, 2014, and BridgeFront will be there! This year marks the 40th Anniversary of this national convention. We’re thrilled to have this opportunity to spend some time in Florida connecting with our clients and fellow healthcare educators.

Come and find us at booth #507, where you can say hello to Chelsey and Terry, win great prizes and collect some valuable information about our Revenue Cycle Career Ladder Education and Certification Program.

We’re more than happy to fill you in on current training, but be sure to ask us about our new course library, Revenue Cycle Education for Physician Practices and Clinics, coming out later this year.

Statistics show that a typical healthcare organization leaves between 8-14% of its revenue on the table. Employees that complete BridgeFront e-Learning are more accurate and productive—greatly reducing that statistic. Our client statistics show that once trained, employees have fewer denials, rejections and re-bills, resulting in increased revenue.

Hope to see you in Florida! Be sure you’re prepared for the convention by viewing the conference schedule here.

Chelsey Slack is the Product Marketing Manager at BridgeFront. Visit www.bridgefront.com for more information or call 1.866.447.2211 for a free demonstration.

ICD-10 Delay Offers Silver Lining, A Message from BridgeFront’s CEO



By Peter Cizik, CEO
BridgeFront

ICD-10 Delay Offers Silver Lining
The past week has been a turbulent one with ICD-10. Whether you saw it coming or it’s a surprise, I would like to offer our guidance with the delay. We are here to support you in whatever form that takes.

Several of our Physicians have offered thoughts for you to consider. I would also like to offer you a free consulting session with one of our experts to talk to your implementation task force. Just let me know and we will make it happen.

This delay provides a window of opportunity to finalize end-to-end testing, improve clinical documentation and thoroughly train staff members and test their readiness.

When and Not If – Avoid the Panic

Industry leaders strongly believe ICD-10 adoption remains a question of, “when” not “if.” Most experts are encouraging providers and payers to proceed with their existing plans and preparations. The delay offers the industry the time it needs to catch up, particularly around the issue of end-to-end testing, which was the weakest link in industry readiness.

This delay also provides a window of opportunity to work out all front end activities, train staff members and test their readiness, it is in fact a silver lining. However, losing momentum places all industry players in exactly the position they were in two weeks ago – a year will pass us by and the same panic will ensue all over again.

Clinical Documentation Optimization

Clinical documentation is not just an ICD-10 issue. While precise documentation was the most pressing concern when surveying ICD-10 project leaders…longstanding fundamental challenges around clinical documentation should be addressed today.

Under ICD-9, not only will you see a significant and immediate return on investment and audit protection, but you will also be preparing for ICD-10 when it is implemented.

The delay in ICD-10, provides the opportunity to help physicians review and optimize their documentation tools, including electronic records as well as dictation or written history and physicals.

The delay also helps provide higher quality patient care, a time savings by reducing the number of queries received by physicians today and an increase in revenue by ensuring physicians and hospitals receive credit for the patient care they’re providing. These steps will streamline our eventual transition to ICD-10.

BridgeFront is Here to Support You

BridgeFront is committed to offering positive outcome solutions to assist you, in whatever form that might take. Our integrated approach to ICD-10 includes on-site education, e-learning, custom course development, knowledge bases, webinars and even access to experts. This provides you the flexibility you need to be successful now and/or later.
If I or any of my staff members can be of assistance to you, please do not hesitate to contact us.

You can reach our Client Care team by calling 1.866.584.4747 or email clientcare@bridgefront.com.

We’re headed to HCCA 2014 Conference—are you?



By Chelsey Slack, BridgeFront

The HCCA 2014 Conference is taking place from March 30–April 2, and BridgeFront will be there! We’re thrilled to take this opportunity to spend some time in San Diego connecting with our clients and fellow healthcare educators.

Come and find us at booth #417, where you can say hello to Tamara, Allie and Chelsey, win great prizes and collect some valuable information about our online education programs and resources.

We’re more than happy to fill you in on compliance training and consulting, but be sure to ask us about our new course library, Security Awareness for Healthcare—something you’ll find especially helpful following the ONC’s recent focus on cyber security.

• Your emails aren’t encrypted?
• Unsure how to ensure WiFi safety?
• Lacking physical security?

No worries—our new security courses will teach your staff how to overcome these concerns and more.

In addition, we’re inviting you to join us as we lend a hand at the San Diego Food Bank—an organization that feeds hundreds of thousands of people each month. Learn more about this chance to give back, here.

Chelsey Slack is the Product Marketing Manager at BridgeFront. Visit www.bridgefront.com for more information or call 1.866.447.2211 for a free demonstration.

A New HIPAA Federal Rule is on the Horizon for Health Plans

What You Can (and Should) Do to Prepare



By Chelsey Slack, Product Marketing Manager, BridgeFront

In case preparing for ICD-10 and recovering from the Omnibus Rule isn’t enough, it looks like another federal rule—health plan certification for HIPAA compliance—is in the making from the Department of Health and Human Services (HHS).

The new proposed HIPAA rule, which comes as another attempt to standardize healthcare administrative transactions, is currently under development.

Recent details tell us that the health plan certification rule will require controlling health plans (CHP) to provide documentation demonstrating their compliance with certain HIPAA standards and operating rules, as adopted by the HHS.

Currently, there are two phases outlined for the health plan certification:

In Phase I, the rule would affect these administrative transactions:
• Eligibility for a health plan
• Healthcare claim status
• Healthcare electronic funds transfers (EFT) and remittance advice

In Phase II, the rule would affect other administrative transactions:
• Healthcare claims or equivalent encounter information
• Enrollment and disenrollment in a health plan
• Health plan premium payments
• Health claims attachments
• Referral certification and authorization

The proposed certification date for Phase I is January 1, 2015, so the final rule may well be established by the end of this year. Once it’s in effect, healthcare organizations will seek certification by the Council for Affordable Quality Healthcare (CAQH).

Health plans will likely feel the largest impact of the new rule, as they can expect delays in payment if they’re not certified by the deadline.

So what you can you do now to prepare?

Health plans should:
• Discuss the rule with your operations team.
• Conduct initial training to outline the rules and certifications with your compliance team, so they can develop a projected timeline.

Providers should:
• Stay tuned in to the progress of the rule.

Regardless of whether you’re a health plan or a provider, it’s worth your while to stay informed.

Chelsey Slack is the Product Marketing Manager at BridgeFront. Visit www.bridgefront.com for more information or call 1.866.447.2211 for a free demonstration.