#MERIDIAN TECHNOLOGIES FULL#
"A patient's experience is not just the service they receive but the full gamut, so these things were important to us." "We strive for great patient satisfaction," Pritchett said. Or they can pay online, mail a check or call the customer service department. The interactive voice response, or IVR, system allows patients to pay using the phone without speaking to anyone. "Nordis showed us they could do all those things for us, so not only can a patient make a payment online, but that money goes directly to our TD account." "Much of this is about improving communications with customers and offering personalized experiences," she said. "Having an image of the statement that we can attach to the patient account was really important to us as well, and that's just standard practice for them," Pritchett noted. The vendor demonstrated to Hackensack Meridian staff how they could quickly make any statement adjustments or changes and how they'd incorporate personalized messages on patient statements that staff could edit as required. "Their platform also tied seamlessly with TD Bank's online payment solutions, enabling fully integrated electronic bill presentment and payment capabilities." "They offered print and mail production and return mail processing, statement archiving and convenient retrieval of patient communications," she continued.
"The solution lets users create and edit print and email templates using common data, content and business rules.
"Nordis' Expresso platform offered the composition, delivery and management capabilities we desired with the speed and efficiency required," Pritchett said. Hackensack Meridian turned to Nordis Technologies, a vendor of cloud-based customer communications management technology. Lastly, Hackensack Meridian wanted a digital image of every statement, so if a patient calls with questions, the customer service team member can pull it up and see exactly what the patient received. "If your aim is to be patient-centric and patient-focused, you must ensure your statements and messages are easy to read and comprehend."Īnne Goodwill Pritchett, Hackensack Meridian Health
#MERIDIAN TECHNOLOGIES CODE#
"We wanted that patient responsibility comment code and the definition of what it means inserted on the statement," she added. "But if it was for another reason, such as benefits are exhausted, our Epic EHR system generates a comment code and descriptor. "If it's just a deductible or coinsurance, ANSI codes come back on the remit, which is the patient responsibility defined by the insurance company," Pritchett explained. Hackensack Meridian also wanted to tell patients why they are receiving a bill or what the billing amount represents. "That was difficult for our previous vendor, and it took a long time to make changes." "For example, we created the look and format of our patient billing statements, but there are times when you have to modify the content," she continued. "We wanted a single vendor that could handle these and additional functionalities to help us operate more efficiently and become more patient-friendly. "We had a statement vendor in place and an online payment solution with another vendor," said Anne Goodwill Pritchett, executive vice president of revenue operations at Hackensack Meridian Health. Staff also want to give patients all available payment options and the ability to pay their bills 365 days a year, 24 hours a day, using online technology. Once services are rendered, staff want to ensure statements and other communications are clear and understood. Hackensack Meridian Health believes the patient experience begins with the point of scheduling.
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