Duke Puts Tools and Processes in Place to Facilitate Patient Payment

September, 2009, (HFMA Newsletter Article)

Duke University Health System is improving cash flow and collection practices in its hospitals and clinics in a number of ways: estimation tools for determining patient financial responsibilities, a web portal, and improved scripting for front-end staff. Plus, Duke conducted a detailed labor study that allows financial managers to better project how to staff registration areas and allocate for capital investments. "Despite the downturn in our economy last fall, our upfront collections continue to grow," says Scott Hawig, divisional CFO of the health system's Patient Revenue Management Organization.