Optimizing the Patient Registration Process for Improved Billing Outcomes

by Evercommerce

post image

As an independent healthcare provider, the patient registration process is usually your first interaction with patients. This step might seem like a formality, but it can set the tone for your relationship with each patient. Plus, it can affect all future interactions and outcomes.

Patients will expect a streamlined and secure registration process. You need to collect the necessary information promptly. And you need to make it accessible to staff who need to use it for care and billing. Repeatedly asking for the same information may make a bad impression. It also wastes time that could be spent providing care or treating other patients.

Verified insurance and billing information can also help with transparency. You can verify coverage for specific treatments and services. Then, you can inform patients about out-of-pocket costs early in the process. They won’t be surprised with unpayable bills after treatment.

In this article, we will look at the challenges of the patient registration process. We’ll discuss the benefits of optimizing patient onboarding. Then, we’ll delve into the technology and training methods that help streamline the process. We’ll finish with tips on how to start the optimization process.

FROM ONE OF OUR PARTNERS: 5 Tactics to Increase Your Medical Practice Revenue

Challenges of Making a Great First Impression on Patients

The patient registration process can be challenging for independent healthcare providers. You might encounter issues related to accuracy or a lack of necessary information. And you might have worries about privacy and compliance.

Here is a look at the most critical challenges you face during patient registration:

Accuracy

Incorrect information can complicate treatment, patient records, and billing. Inaccuracies can occur in two ways. First, the patient might provide the wrong information. They may read the information wrong or say it incorrectly. Or they could simply guess because they didn’t bring the proper documents.

Secondly, staff members could make an error. Human error is possible, with mistake rates ranging from 1% to 3% in a medical setting. Staff may feel pressured to rush if the registration process is lengthy. This could increase the likelihood of an error.

These mistakes could complicate treatments and diagnoses. They could also create billing issues. For instance, payments from insurers could be delayed or claims denied.

Long Wait Times

Paper-based information collection could be time-consuming. The process could lengthen the time of the first office visit. Also, clinic staff would have to read and clarify the information before entering it manually. Not only is this inefficient, but it can also create a negative impression.

Delays don’t only affect patients. They could upset the appointment schedule as well, causing longer waits for other patients.

Lack of Integration

You collect vital medical, insurance, and personal information during patient registration. This data is essential throughout the patient’s journey through your facility. However, the registration system needs to connect to your electronic health records (EHR) platform. Without this integration, you’ll need to collect the data again.

This is inefficient and can be frustrating for patients. Also, it increases the possibility of manual entry errors.

Security and Privacy

HIPAA compliance is at the forefront of healthcare providers’ minds. Also, patients expect general privacy protections. Patients may need to provide sensitive data during registration. Staff need to handle paper-based registration correctly to protect privacy. They may also encounter privacy concerns during verbal registration. Even if these processes comply with regulations, they may still make patients uncomfortable.

E2 - A patient uses a digital form to check in.

Benefits of Optimizing the Patient Registration Process

You can optimize the patient registration process to address these challenges. With the right approach, you can save time and improve accuracy. You’ll also create a better experience for patients and improve billing outcomes.

Here is a look at five advantages you can expect from optimized registration processes:

  • Better billing outcomes. You can verify patient insurance coverage, increasing on-time payments. It also allows you to inform patients of co-pays or deductibles before treatment.
  • Reduced time commitment. Patients can perform registration remotely. This reduces the amount of time they spend in the waiting room. It also frees front-desk staff to interact with patients instead of collecting and entering data.
  • More robust security. Patient data can be encrypted and protected. You won’t have to worry about handling paper. And patients won’t have to provide information verbally at the front desk.
  • Reduced errors. Patients enter information directly. Your staff can verify this data to ensure accuracy. This approach can mitigate incorrect entries that could cause billing or treatment delays.
  • Improved patient experiences. More than eight in 10 providers say patients prefer online registration. And 60% of patients would switch to a clinic that offers a patient portal from one that doesn’t. Patients can use such platforms to fill out registration on their own time. They can also take time to find the necessary data and documents without rushing. Overall, online registration can lead to a better patient experience.

Also, an electronic patient registration process allows for easy updates. Patients can add new insurance or personal information online. They will not have to spend time verbally updating their records at their next appointment.

FROM ONE OF OUR PARTNERS: 5 Ways to Elevate the Patient Experience

Leveraging Technology in the Patient Registration Process

Software can streamline patient onboarding. Solutions can include patient portals or online registration pages. Here are four ways you can use these tools to streamline the patient registration process and overcome challenges:

Integration and Automation

You can integrate your patient registration portal with other software and systems. For instance, you can connect registration to your billing and insurance software. This will allow immediate insurance verification. Also, you can integrate registration into your EHR platform. The medical and personal information will be available to caregivers. They won’t have to repeatedly ask for the same details.

Quality EHR platforms like DrChrono allow full integration of patient portals with EHR. These systems ensure seamless and secure access to patient data. And they remove issues related to manual entry and paper-based registration.

With careful integration, verification, and data sharing can happen automatically. A single integrated system can also simplify HIPAA compliance.

Validation

Quality software can look for inconsistencies or incorrect information. It can automatically ask for clarification or alert staff to double-check the entry.

This is an important feature. Remember that onboarding information will be used on EHR and billing platforms. Verification is essential for system-wide accuracy.

Accessibility

Patients can adjust portal settings to meet their needs. For instance, they can select the language they want to use for registration. They can also make the necessary adjustments for certain impairments.

Cloud-based portals allow you to provide access to patients who lack internet connections. You can provide tablets or digital kiosks for registration at the facility if needed.

Streamlined Communications

You can communicate with patients automatically based on their inputs. For example, you can request additional information if forms need to be completed.

Patients can also use the registration platform to mention specific information for their appointments. They can set automatic reminders as well.

E3 - Nurses interact with a patient at check-in.

Training Staff for Patient Registration Success

Some staff members may be used to paper-based registration. Or they may feel more comfortable with manual entry methods. Training on the new system is necessary to ensure proper usage of online registration portals. You might consider training videos and in-person practice or demos.

Here are some of the benefits your practice can enjoy with staff training:

  • Better patient service. Staff members can learn to use the registration platform themselves. Then, they can answer patient questions confidently. And they can teach patients how to use all the features.

  • Understanding of time-saving features. You can inform staff about the software’s automated processes. They can learn about verification and automatic data entry. This ensures they do not continue to perform unnecessary manual tasks.

  • Continued compliance. You need to ensure HIPAA compliance. The automated registration process makes this easier. However, staff still need to know how to handle information from the registration portal legally. For instance, you can teach safe login protocols and policies for remote access.

Finally, training helps staff get the full value out of the software. With the proper knowledge, they can improve treatment and billing outcomes.

RELATED ARTICLE: 6 Reasons to Outsource Your Revenue Cycle Management

First Steps to Optimizing the Patient Registration Process

You can start optimizing your patient registration process right away. The first steps involve defining your needs and finding the right tools. Here are some tips to get started:

  • Evaluate your current system. Look at your current registration and EHR systems. Also, consider your billing practices. Decide if you can easily integrate a patient portal. If not, consider a system-wide upgrade to your EHR platform.

  • Define patient needs and expectations. You want your registration process to improve the patient experience. Consider patients’ comfort level with technology. Also, the level of access to computers or devices and internet connections should be assessed. You can also get feedback from patients on their needs.

  • Get staff feedback. Learn what staff members need to provide care or streamline billing. See what areas cause the most wasted time. Learn what information could help save time and improve outcomes.

  • Look for demos or free trials. You don’t need to invest right away. Software providers often offer free demo or trial periods. During these periods, you can try the software and get feedback from select staff members. This step can help you narrow down the list of possible solutions.

An optimized patient registration process can impact outcomes in several ways. It can limit billing and insurance mistakes. It can improve the patient experience, so they continue using your practice. And it can facilitate the integration of registration data with your EHR system.