How Hollis Cobb Stacks Up
The National Healthcare Financial Management Association was started in 1946 and supports 39,000 members nationwide including Health System CFOs, Controllers, Revenue Cycle Directors, Accountants and their business partners. As member health systems increasingly look to outsource areas of their Revenue Cycles to achieve cost savings and more effective management, National HFMA has developed a list of points to consider when selecting a business partner.
- WHAT IS THE PARTNER’S APPROACH TO THE PATIENT EXPERIENCE?
Hollis Cobb staff recognizes and values their role in the total patient experience. From Patient Access and Customer Service functions on the front end, to Collections Services on the back end, the caliber of interaction with patients is a top priority. All calls are recorded and monitored by the Quality Assurance Team, and ongoing training and testing is conducted by the Training Staff. Hollis Cobb understands healthcare providers’ missions in their communities, and is committed to supporting them in achieving their goal of providing the best possible patient experience.
- CONSIDER THE PARTNER’S TOOLS, METHODS AND PROCESSES
Our account scrubbing tools and scoring methodology help us manage each client’s inventory most effectively to generate top recoveries. Call stats are monitored hourly in our customer service area to minimize patient hold times and call abandonment rates. Secure connectivity to multiple client systems enable our representatives, on both the front and back ends, to assist patients with questions and concerns. Clients have input into all workflows, and changes can be made quickly to accommodate special projects for clients.
- WHAT IS THE PARTNER’S APPROACH TO TRAINING AND PEOPLE DEVELOPMENT?
Managers in Hollis Cobb’s Human Resources, Training, Compliance and Quality Assurance Departments put all new employees through a rigorous training and testing program prior to allowing any interaction with patients. The company’s commitment to excellence does not stop there. Continuing education and testing is required of each employee on a quarterly basis. The additional education is geared toward each employee’s specific job duties, and also addresses the unique requirements of the health systems to which each employee is assigned.
- WHAT DO OTHER CUSTOMERS SAY ABOUT THEIR EXPERIENCE WITH THE BUSINESS PARTNER?
After 40 years in Healthcare Financial Management, Hollis Cobb has developed long-term relationships with Revenue Cycle Directors all over the country. Their years of experience working with our team has produced a trust and confidence in our skills that they are always willing to share with others in the healthcare finance industry.
- HOW DOES THE PARTNER BALANCE COST REDUCTION AND VALUE CREATION?
Hollis Cobb leadership is aware of the ever changing rules and regulations as well as the political climate that impacts reimbursements for health systems. Technology has proven to be essential to maintaining a high level of value for our clients while reducing the cost of outsourcing areas of their revenue cycles. Staying abreast of new developments on the horizon in healthcare finance, and implementing newly developed technologies to help staff perform their jobs more effectively are ways that Hollis Cobb continues to reduce costs while increasing value.
- ARE BUSINESS PARTNER AND HOSPITAL INTERESTS ALIGNED?
Flexibility and the development of customized programs is the key to Hollis Cobb’s ability to provide a variety of services that meet the plethora of needs of clients nationwide. We align ourselves with our various clients’ interests by understanding their patient demographics, the specialties provided at their multiple facilities, their relationships with ancillary providers and their goals and objectives for meeting the needs of the patients in their communities. We are a true partner in that we are a transparent extension of our clients’ Revenue Cycle, Customer Service and Patient Access Departments.
- HOW DOES THE PARTNER HELP A HEALTH SYSTEM GAIN BETTER ACTIONABLE INSIGHT INTO ITS REVENUE CYCLE PERFORMANCE?
Hollis Cobb’s diverse and extensive reporting capabilities help our management identify emerging trends in a hospital’s revenue cycle as well as holes that we can help close. Our leadership conducts regular meeting with our clients to review a wide range of custom analysis reports designed to help hospitals strengthen their internal processes and determine where we should focus our efforts. The end result is an ever-improving line of services that help our clients meet their constantly changing revenue cycle challenges.