Solutions

Patient Payments

The Flexible Business Office XBO

As patients become increasingly responsible for rising out-of-pocket
expenses, providers need patient-centric options that include flexibility
and high touch support to enhance patient relationships and achieve
financial results. Encore Exchange combines the power of advanced
patient payment technologies with services to engage patients in the
resolution of a bill before it becomes a hardship. The XBO platform
consolidates healthcare expenses, determines eligibility for assistance,
offers tailored payment plans and provides convenient payment options
including mobile-friendly self-activation features.

Encore Exchange supports providers in forging a new relationship with
patients by creating a financial experience that extends excellent care
beyond the bedside.

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Assessment: Propensity-to-pay analytics and presumptive charity determinations
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Pay Plan Offers: Proactive payment plan offers that are customized, based on choice, ability, and likelihood to pay Proactive payment plan offers that are customized, based on choice, ability, and likelihood to pay
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Consolidation: Consolidated billing across services, facilities, and family accounts
Patient Payments
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  • Analytics Driven Engagement Model

    Drive the proper outreach campaigns and maximize workflow efficiencies

     

  • PATIENT ENGAGEMENT HUB

    Deploy Patient Statements, eStatements, Email/Text reminders, IVR systems, Live Calls

     

  • PATIENT FRIENDLY BILLING 2.0

    Combine guarantor accounts, clearly explain the patient’s balance, and include pay plan offers

     

  • PROACTIVE PAY PLAN OFFERS

    Make healthcare affordable and easier to resolve with one monthly payment for all the patient’s accounts

     

  • IVR DIALER SYSTEMS

    Reach large numbers of patients with courteous messages that boost pay plan enrollment, payment activity, and self-service resolution

     

  • AUTOMATIC PAY PLAN SELF-ENROLLMENT

    Mobile, online, or by check – Make resolution easy for the patient, reduce calls to the hospital, and improve the patient experience

     

  • CONSUMER-CENTRIC PAYMENT PORTAL

    Provide access to tailored information and financial options expected by today’s healthcare consumer

     

  • PROFESSIONAL CONTACT CENTER SUPPORT

    Scale patient service resources to match hospital and community need; inbound and outbound calls

     

  • TEXT, EMAIL, OR PRINT/MAIL REMINDERS

    Provide information using patient’s preferred means of communication

     

  • PRESUMPTIVE CHARITY

    Identify patients unable to pay and adjust their balance with notification of the award of financial assistance

     

  • COLLECTION AGENCY IMPACT

    Bring cash, otherwise collected in bad debt, into the active AR, increasing cash flow and reducing fees

     

  • PERFORMANCE ANALYTICS & REPORTING

    Evaluate financial impact and provide high level of transparency to hospital leadership

     

Common Configurations

Bad Debt Alternative

Reduce Bad Debt placements while engaging patients that have become unresponsive to your internal collection efforts. Our alternative strategy allows hospitals to screen for presumptive charity eligibility, send notifications of adjusted balances on qualified accounts, and escalate to agency engagement on non-qualifying accounts. The results: earlier payments without the high cost of bad debt and the associated damage to the patient-provider relationship.

Extended Business Office

For hospitals that may need the resources of a fully staffed and professionally trained Contact Center, Encore Exchange offers EBO services. Common workflows include comprehensive self-pay management from day 1 to 120. Propensity to pay analytics and segmentation strategies determine the most effecient outreach campaigns. IVR and live calls are powered by the latest dialer technologies. Patient Service Representatives are driven by a passion to connect with and help patients while emulating your culture.

Patient Statements

Start small with a simple change to your patient statement process, one that incorporates analytics-driven personalized pay plan offers that communicate affordability to your patients. Reduce calls to your business office as patients can self-activate their pay plans online, through a payment portal, or offline, simply by writing a check for their first payment. Our in-house Print & Mail Center is fully owned and managed by us so that you receive the most responsive service and maintain greater control over patient communications.