Patients who struggle paying medical bills can apply for assistance. Qualifying patients are referred to state programs such as Medi-Cal, but when their forms are filled out incorrectly, the patient gets billed and that leads to collections. The Patient Financial Services team in Oakland had a 58 percent completion rate for financial aid forms. Shift changes led to a variety of note-taking styles and that led to incomplete forms. The unit-based team agreed to standardize note-taking, and a financial counselor was assigned to each in-need patient until the forms were completed. The team reached 98 percent completion and awarded $6.275 million in charity care.
What Got Results
- Standardizing note-taking styles across the team
- Assigning a financial counselor to each in-need patient
- Working with Admitting Department to identify patients who need assistance and provide counseling